Care Expert

KareHero is building technology to reshape care navigation and support outcomes across healthcare and financial wellbeing. We are entering a critical phase of growth - evolving from a seed-stage, founder-led startup into a globally scalable business as we move towards Series A. Our front-line team, that speaks to unpaid carers every day, is growing!

As a Care Expert, you will be a trusted guide for caregivers navigating the complexities of the care journey. This role requires a blend of empathy, expertise, and problem-solving skills to provide clear, practical, and unbiased advice during some of life’s most difficult decisions. You will independently manage a caseload, offering personalised action plans and hands-on support to caregivers facing complex care needs. After completing our comprehensive onboarding program through Kare Academy, you’ll be equipped with the knowledge and tools to make a meaningful impact on caregivers and their families.

Who you are:

• Has proven experience in customer-facing roles, ideally in healthcare, social care, or a fast-paced startup environment.
• Is highly empathetic and compassionate, with the ability to support caregivers in challenging circumstances.
• Excels in communication, with strong interpersonal and conflict-resolution skills.
• Thrives in a growing and evolving environment, demonstrating adaptability and a track record of success during times of change.
• Is comfortable using CRM and CX systems (e.g., HubSpot, Zendesk, Intercom) or learning new tools and technologies.
• Is eager to grow within an early-stage Care Team, developing expertise in care coordination, advocacy, and relationship management.
• Has knowledge of local authorities, social care structures, and/or working with vulnerable clients.

What the job involves:

• Handle inbound and outbound communications via phone, email, and digital channels to support users on the KareHero portal.
• Be a key contact for our users and support them through their care journey (e.g. conducting care searches, advising on funding and helping users to understand their entitlement to care-related benefits).
• Own the care recipient relationship.
• Proactively reach out to care recipients, their representatives, and carers to ensure the smooth running of our relationships.
• Conduct personalised, needs-based conversations to onboard new users and provide ongoing support.
• Encourage engagement and customer growth through proactive outreach initiatives that enhance user satisfaction.
• Maintain accurate records of client interactions, document actions taken, and ensure timely follow-ups.
• Monitor and ensure the quality of care for care recipients, as well as their general health and circumstances.
• Escalate issues to the clinical team when needed.
• Be the point of contact for queries and concerns from care recipients and their representatives, including the management and investigation of conflicts and incidents.
• Participate in regular training and audits to stay current on legislation, regulations, and best practices.
• Collaborate with the wider team to provide feedback, shape service delivery, and contribute to product improvements.
• Track and achieve all relevant key performance indicators (KPIs) for successful business operations, supporting the whole business to deliver its growth targets.
• Drive measurable success in user engagement, satisfaction, and positive outcomes for caregivers and their families.
• Develop an understanding of each care recipient’s situation, in order to deliver the optimum level of support.
• Identify the needs of each stakeholder involved in a care relationship and ensure each receives the highest standard of service.

Location: Hybrid, you will be required to work in the Old Street office at least 2 days per week.

Application Process: Screening call with Richa, our Talent.