Burnie's Way - Case Manager at Sandbox

A little bit about us…

Burnie’s Way is a virtual concierge service dedicated to helping aging seniors live more safely, comfortably, and independently in their own homes. We partner closely with families to ensure their loved ones receive not just practical support but also peace of mind, dignity, and respect.

A little bit about the role!

The Case Manager is a leadership role responsible for managing and supporting the Customer Care team at Burnie’s Way. This person will oversee the Customer Care Coordinators, ensuring they are well-trained, aligned with company standards, and delivering exceptional customer experiences. The Case Manager will play a critical role in developing onboarding practices, monitoring service quality, and planning how Burnie’s Way supports seniors and their families.

As our Case Manager, you will report to the Chief Marketing Officer and be responsible for the following:

Team Leadership & Training

• Recruiting, training, and mentoring Customer Care Coordinators.
• Developing onboarding, training, and performance standards for the care coordination team.
• Providing ongoing coaching to ensure consistent delivery of compassionate, high-quality service.

Care Team Planning & Oversight

• Establishing and refining processes for customer onboarding, needs assessments, and relationship management
• Monitoring workload distribution and scheduling to ensure customers are supported efficiently and effectively.
• Collaborating with leadership to plan staffing needs and service delivery strategies as Burnie’s Way grows.

Quality Assurance & Continuous Improvement

• Tracking customer satisfaction, identifying trends, and implementing service improvements.
• Conducting regular audits of care coordination interactions and providing feedback to the team.
• Serving as an escalation point for customer or family concerns requiring higher-level attention.

Customer & Family Advocacy

• Ensuring customer and family voices are heard in shaping Burnie’s Way services.
• Partnering with leadership to align service delivery with the evolving needs of seniors and their families.

We are excited about you because…

• You have 5+ years of experience in geriatric case management, including at least 2 years in a leadership or supervisory role in healthcare or senior services.
• You hold a master’s or college degree in Gerontology (preferred).
• You demonstrate strong leadership, coaching, and team-building skills.
• You excel in communication and relationship management.
• You have a proven ability to design, implement, and improve customer service processes.
• You show empathy, patience, and a strong commitment to serving aging adults and their families.
• You are proficient in CRM systems, customer experience tools, and performance monitoring methods. (Bonus points for HubSpot experience!)

Reasons it pays to work for Burnie’s Way (in addition to the pay itself)...

You will be joining a mission-driven company dedicated to reshaping how seniors live independently at home, while taking on leadership responsibility in a growing organization grounded in strong values and a customer-first culture. With an entrepreneurial spirit and a long-term vision for expansion, the company offers both the opportunity to make a lasting impact and the stability of a competitive compensation and benefits package.

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance