Family Care Associate (MA)

ABOUT ABBY CARE: POWERING THE FUTURE OF CARE AT HOME FOR ALL OF AMERICA.

Abby Care is building the leading AI-native platform for family-led care. America is facing a growing care crisis. Millions more people need care at home than ever. Over 50 million family caregivers support loved ones without the tools, training, or recognition they deserve.

We believe families are the largest untapped caregiving workforce in America, and that technology can help them deliver better care while driving stronger outcomes and greater transparency across the healthcare system.

Abby Care combines clinical oversight with an AI-powered platform to train, enable, and support family caregivers in delivering high-quality care at home. Our platform helps health plans and government partners better understand, verify, and improve care in the home. We expand access to care, reduce reliance on higher-cost settings, and help ensure public dollars are spent effectively.

We are proud to partner with leading health plans, providers, and community organizations and are backed by top VCs. We envision a future where family-led care is a core part of the healthcare system. Abby Care is building that future.

Join us in solving one of the most important challenges of our time.

THE ROLE

We are looking for a compassionate, highly organized, and resourceful Family Care Associate (FCA) to support and manage relationships with families enrolled in Abby Care’s programs in Massachusetts.

This is a high-volume, fast-paced, and communication-heavy role that requires someone who thrives under pressure, operates with urgency, and can confidently support families through complex healthcare processes while maintaining empathy and professionalism.

The FCA serves as a primary point of contact for families through phone calls, text messages, and email communications while coordinating closely with internal teams to ensure families remain compliant, informed, and supported throughout their care journey.

The ideal candidate has strong experience working within the U.S. healthcare system, particularly supporting patients and caregivers, and is comfortable handling difficult conversations, accountability discussions, scheduling coordination, and operational follow-through.

This role involves a high volume of daily communication and follow-up.

KEY RESPONSIBILITIES

• Serve as the primary point of contact for families via phone, text, and email
• Manage ongoing communication and relationships with families
• Conduct high-volume outbound and inbound calls to support scheduling, documentation, compliance, and caregiver engagement
• Perform routine check-in calls with families and caregivers
• Hold families accountable for charting completion, scheduling adherence, and required documentation submissions
• Support families through prior authorization updates and communicate denials with empathy and professionalism
• Assist families and caregivers with onboarding requirements, including background check coordination
• Coordinate parent/caregiver concerns, requests, and updates with internal care and operations teams
• Maintain accurate and timely documentation within Salesforce and other internal systems
• Escalate concerns appropriately while demonstrating strong problem-solving and resourcefulness
• Navigate ambiguity and changing priorities in a startup healthcare environment
• Deliver a high level of customer experience while balancing multiple conversations and operational tasks simultaneously

REQUIREMENTS (NON-NEGOTIABLE)

• 3+ years of experience within the U.S. healthcare industry
• Experience working directly with patients, caregivers, or families in a healthcare setting
• Spanish fluency required (written and verbal)
• Strong experience handling phone-based customer or patient interactions
• Comfortable managing high call volumes and time-sensitive follow-ups
• Experience using Salesforce or similar CRM systems
• Excellent verbal and written communication skills in both English and Spanish
• Minimal to neutral accent with strong communication clarity
• Strong emotional intelligence and ability to navigate sensitive conversations professionally
• Highly organized with strong multitasking and prioritization abilities
• Tech-forward mindset and ability to learn systems quickly
• Ability to work independently with minimal oversight
• Resourceful problem solver who exhausts available solutions before escalating issues
• Comfortable receiving direct feedback and working in a fast-paced startup environment
• Ability to work under pressure while maintaining professionalism and empathy

PREFERRED QUALIFICATIONS

• Experience supporting Medicaid or healthcare authorization workflows
• Experience working in care coordination, patient support, scheduling, or healthcare operations
• Experience using Dialpad or similar calling platforms
• Startup or high-growth healthcare company experience

SCHEDULE

• Monday to Friday: 6:00 AM – 2:00 PM Eastern Time
• Training Schedule: 9:00 AM – 5:00 PM Eastern Time
• Initial training period: 2 full weeks minimum, with extension depending on performance

BENEFITS

• Competitive compensation packages that reflect the value you bring. We reward our team for the impact of their work – global team members are eligible for an annual company performance bonus.
• Generous paid time off. We provide 15 days of paid time off that allow you to recharge, along with 10 paid company US holidays.
• Team bonding. We love bringing our teams together. As a full-time employee, you’ll get to connect, collaborate, and have fun through team activities and our annual company retreat.
• Set Up for Success. We provide a company-issued laptop to support you in your role.
• Growth Opportunities. Build your leadership skills while working with teams in various markets across the US.

We are an equal opportunity employer and welcome applicants from all backgrounds, consistent with applicable laws. Employment is contingent upon successful completion of a background check, satisfactory references, and any required documentation.

OUR VALUES

1. Families First

Redefining healthcare starts with how we treat the parents and children we serve. We go above and beyond for every family, building strong, lasting relationships. We continually ask ourselves, “Would we want this for our own families?”

1. Urgency with Precision

Millions of families are waiting for care, and they cannot wait, therefore this is not your typical 9 to 5 job. We match their urgency with our own, delivering exceptional care without compromise. Here, speed and excellence go hand in hand.

1. Relentlessly Resourceful

As an ambitious startup, we adapt quickly and make the most of limited time and resources. We solve challenges with creativity to deliver results without unnecessary complexity.

1. Purpose with Positivity

We take our mission seriously while never losing sight of the people behind the work. Respect, kindness, memes, and coffee make us stronger as a team and better for the families we serve.

1. Driven to Redefine What’s Possible

We are here to make healthcare better, which means asking hard questions, challenging outdated systems, and finding smarter, more compassionate ways to deliver care.