Holistic Family Care Specialist

7 days ago

Singapore beBeeCaregiver Full time $60,000 - $80,000
Exceptional Member Experience Specialist

About Us:
We're a global family care platform dedicated to supporting individuals throughout every life stage. Whether you're growing your family, caring for a loved one, or taking care of your own health, our holistic approach provides life-changing care for families and caregivers through all stages of life.

Our mission is to improve mental health and decrease burnout for members while maximizing cost savings. We deliver evidence-based interventions to enhance the health & wellbeing of the family unit, decrease caregiver burnout, increase productivity, and reduce healthcare spend.

Key Responsibilities:

Member Engagement and Support:

Serve as the primary point of contact for members, delivering high-quality assistance and support through various communication channels, including phone and/or video calls, and app messaging.

Actively listen to members' concerns, inquiries, and feedback, demonstrating empathy and patience while addressing their needs.
Provide accurate and clear information about our support offerings.
Troubleshoot issues and work towards timely and effective resolutions to ensure member satisfaction.

Navigation and Assistance:

Guide members through complex processes, such as benefit utilization and navigating app resources, and ensuring they understand each step and feel supported throughout.

Collaborate with members, other specialists and pod teams to implement and manage personalized family support plans that drive defined outcomes, as defined in our workflows.Address any social determinants of health and wellbeing shared by members and connecting them to available resources for further support

Personalized Support:
Develop a deep understanding of members' unique situation and needs, tailoring interactions to provide personalized and relevant solutions.
Proactively anticipate members' needs and offer additional assistance, recommendations, and resources as appropriate.

Documentation and Assessments:

Maintain accurate and up-to-date records of member interactions, ensuring comprehensive and clear documentation of conversations, actions taken, and goals met.

Review and administer assessments to better understand needs of families and caregivers.

Continuous Improvement:
Actively contribute to the enhancement of member support processes, suggesting ideas for improving workflows, tools, and communication strategies.
Participate in training and development sessions to stay updated on industry trends and product/service offerings.
Commit to learning and growth specific to DEI/inclusive support with the goal of unlearning harmful biases when applicable.
To be successful in this role you may have:
Spoken and written fluency in English and Mandarin.

Strong preference for those residing in Singapore, though will consider individuals fluent in Mandarin and familiar with Singaporean culture but residing in other Asian countries.

Experience providing support to parents, caregivers and/or families.

Strong preference for those with experience or certification in the following areas: career coaching, cancer & chronic conditions (nursing), child care/education, pregnancy, caregiving or parenting.
Ability to creatively problem-solve, think critically, and make decisions with a high degree of autonomy.

Strong communication skills, both verbal and written; an ability to provide clear and concise guidance; through in-app messaging and over the phone or video call with an empathetic tone.

A solution-oriented mindset, an ability to be self-motivated, and an energy and drive to deliver exceptional member experience, and to support families across the globe.

An eagerness to work in a collaborative environment; with the ability to effectively navigate technology such as Google Suite, Front, and Slack in a remote environment.

Able to thrive in an ever-changing, rapidly expanding fast-paced startup environment.

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