Family Care Associate Lead

As Abby Care continues to expand, we're looking for a Family Care Associate Lead to help deliver exceptional experiences for the families we serve while supporting the growth and success of our Family Care team.

This is a player-coach role where you'll manage your own portfolio of families while mentoring and coaching Family Care Associates to deliver high-quality, compassionate service. You'll serve as a trusted resource for escalations, operational challenges, and cross-functional collaboration, helping ensure families receive consistent support throughout their care journey.

Success in this role requires strong relationship-building skills, operational excellence, and the ability to balance empathy with accountability in a fast-paced healthcare environment.

• Manage an assigned portfolio of families from onboarding through ongoing care.

• Build trusted relationships through proactive, compassionate communication.

• Guide families through onboarding, training, assessments, documentation, and compliance milestones.

• Conduct regular check-ins to ensure families remain engaged and supported.

• Set clear expectations while delivering an exceptional customer experience.

• Coach and mentor Family Care Associates to strengthen communication, problem-solving, and ownership.

• Provide regular feedback to support performance and professional development.

• Assist with onboarding and training new team members.

• Foster a collaborative, accountable, and high-performing team culture.

• Serve as the primary resource for complex questions and operational guidance.

• Own the team's most complex family situations and escalated concerns.

• Lead sensitive conversations with empathy, professionalism, and confidence.

• Partner with internal teams to resolve issues efficiently.

• Keep families informed through timely updates and clear communication.

• Collaborate closely with Clinical, Scheduling, Operations, Payroll, Credentialing, and Leadership teams.

• Ensure onboarding requirements, documentation, assessments, and compliance activities are completed accurately and on time.

• Maintain accurate records and operational documentation.

• Identify opportunities to improve workflows and the family experience.

• Develop and maintain SOPs, operational documentation, and best practices.

• Lead small operational initiatives that improve efficiency, scalability, and service quality.

• Help remove operational bottlenecks and recommend long-term process improvements.

• Families feel supported, informed, and engaged throughout their care journey.

• Team members consistently deliver high-quality service and continue developing their skills.

• Escalations are resolved effectively while maintaining trust and empathy.

• Cross-functional partnerships improve operational efficiency.

• Documentation, onboarding, and compliance activities are completed accurately and on time.

• Process improvements enhance both the family experience and internal operations.

• 5+ years of experience in one or more of the following:

  • Customer Success

  • Account Management

  • Patient Navigation

  • Care Coordination

  • Case Management

  • Member Services

  • Healthcare Operations

  • Family Advocacy

• 2+ years of leadership experience as a Team Lead, Supervisor, Subject Matter Expert (SME), Trainer, Quality Analyst, or similar player-coach role.

• Experience coaching and mentoring team members.

• Experience managing ongoing customer, patient, or family relationships.

• Experience handling escalated customer or patient concerns.

• Healthcare experience supporting patients, caregivers, or families.

• Startup or high-growth company experience.

• Experience leading remote teams.

• Experience developing SOPs, workflows, and operational documentation.

• Experience leading process improvement initiatives.

• Experience collaborating across multiple departments.

• Experience monitoring KPIs and coaching toward performance improvement.

• Exceptional relationship-building and communication skills.

• Strong coaching and leadership abilities.

• Excellent organization and time management skills.

• Ability to manage multiple priorities in a fast-paced environment.

• Strong problem-solving and decision-making skills.

• High emotional intelligence with the ability to balance empathy and accountability.

• Self-starter who thrives in ambiguity and takes ownership.

• Comfortable learning new systems and technologies.