Family Care Associate (MA)

About Abby Care
Making family care possible. At Abby Care, we are tackling one of the most important and unsolved challenges of our time: family caregiving. Over 50 million Americans are family caregivers for loved ones without pay, tools, or support.

Our mission is clear and ambitious: to train and employ family caregivers so they can get paid for the care they already provide at home. Abby Care is building a tech-powered, family-first care platform to efficiently deliver care, improve health outcomes, and provide the best-in-class experience nationwide. We are rapidly expanding our mission and looking for passionate team members to join.

Abby Care has partnered with leading insurance plans, healthcare providers, and community organizations. We’re supported by top, mission-driven VCs to empower families throughout the country. 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
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?”

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.

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.

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.

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.