Family Care Associate Lead

As a Family Care Associate Lead, you will serve as both an experienced Family Care Associate and a leader for the team.

You will manage your own portfolio of families while coaching, mentoring, and supporting other Family Care Associates to ensure consistent service quality and operational excellence.

This is a highly cross-functional role requiring someone who can confidently navigate escalated situations, remove operational roadblocks, improve processes, and help build a high-performing customer care organization.

We're looking for someone who naturally takes ownership, enjoys solving difficult problems, and leads through influence, accountability, and collaboration.

• Manage an ongoing portfolio of families throughout their care journey.

• Build trusted relationships through proactive, compassionate communication.

• Guide families through onboarding, training completion, assessments, charting compliance, and ongoing milestones.

• Conduct regular check-ins and proactive outreach.

• Set clear expectations while providing empathetic support.

• Ensure families remain engaged and compliant throughout their care journey.

• Serve as the primary coach and mentor for Family Care Associates.

• Provide ongoing feedback to improve communication, ownership, and problem-solving skills.

• Assist with onboarding and training new team members.

• Monitor service quality and identify coaching opportunities.

• Support performance improvement through regular coaching and accountability.

• Act as the go-to resource for complex questions and escalations.

• Foster a collaborative, high-performance team culture.

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

• Lead emotionally sensitive conversations with professionalism and empathy.

• Investigate root causes and coordinate solutions across departments.

• Communicate timely updates and clear next steps to families.

• Support Family Care Associates in resolving difficult cases.

• Balance multiple competing priorities across families and team members.

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

• Ensure timely completion of onboarding requirements, assessments, documentation, and compliance milestones.

• Maintain accurate documentation and reporting.

• Identify operational bottlenecks and proactively remove obstacles affecting team performance.

• Identify opportunities to improve workflows and the overall family experience.

• Develop and maintain SOPs, process documentation, and operational playbooks.

• Recommend scalable improvements that increase efficiency and service quality.

• Lead small operational initiatives and continuous improvement projects.

• Help establish best practices as the organization continues to grow.

• Healthcare experience supporting patients, caregivers, or families.

• Startup or high-growth company experience.

• Experience leading remote teams.

• Experience creating SOPs, workflows, or operational documentation.

• Experience driving process improvements.

• Experience working cross-functionally across multiple departments.

• Experience monitoring KPIs and coaching toward performance improvement.

• Experience owning operational initiatives from planning through execution.

• 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 experience in a leadership capacity, such as:

  • Team Lead

  • Supervisor

  • Quality Analyst

  • Subject Matter Expert (SME)

  • Trainer

  • Player-Coach

• Experience coaching or mentoring team members.

• Experience managing ongoing client, patient, member, or customer relationships.

• Experience handling complex escalations and difficult conversations.

• Strong organizational skills with the ability to manage competing priorities.

• Excellent written and verbal English communication skills.

• Comfortable working independently in a fast-paced, evolving environment.

• Strong technology aptitude and ability to quickly learn new systems.

Successful Family Care Associate Leads are:

• Relationship-focused

• Empathetic but accountable

• Calm under pressure

• Exceptional problem solvers

• Highly organized

• Comfortable making decisions independently

• Adaptable in changing environments

• Strong communicators

• Collaborative leaders

• Proactive and self-directed

• Curious and always looking for better ways to work

• Able to balance urgency with quality

Candidates who typically excel in this role include:

• Family Care Team Leads

• Customer Success Team Leads

• Patient Navigation Leads

• Care Coordination Leads

• Case Management Supervisors

• Healthcare Operations Team Leads

• Member Services Supervisors

• Customer Experience Team Leads

• Quality Assurance Leads

• Subject Matter Experts (SMEs)

• Trainers

• Workforce Coordinators

• Program Managers

• Community Health Supervisors

We value leaders who:

• Naturally take ownership without waiting for direction.

• Coach and develop others while maintaining high standards.

• Are comfortable providing direct, constructive feedback.

• Look beyond immediate tasks to solve underlying operational problems.

• Build trust through empathy while holding both families and teammates accountable.

• Thrive in ambiguity and embrace continuous change.

• Think strategically while remaining hands-on in day-to-day operations.

• Lead by example through integrity, accountability, and collaboration.