Family Care Associate

We are looking for a compassionate and highly organized Family Care Associate (FCA) to serve as the frontline point of contact for families. This role focuses on providing exceptional customer support through phone calls, text messages, and email while ensuring that parent concerns and requests are effectively communicated to the broader team.

The ideal candidate has strong customer service experience, excellent communication skills, and the ability to multitask in a fast-paced environment. While healthcare experience is a plus, we are primarily looking for someone who can connect with families in an empathetic and professional manner.

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  Serve as the primary point of contact for parents via phone, text, and email

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  Provide timely, empathetic, and professional responses to parent inquiries and concerns

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  Handle inbound calls and follow-ups (approximately 180 calls per month)

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  Coordinate and communicate parent requests, feedback, and updates with the internal care team

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  Maintain accurate documentation of interactions and updates in internal systems

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  Ensure parents receive clear information and support throughout their experience

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  Manage multiple conversations and tasks simultaneously while maintaining a high level of service

• 3+ years of customer service background (required)

• Proven experience handling phone-based customer interactions

• Excellent verbal and written communication skills

• Neutral or easily understandable accent preferred

• High level of empathy and ability to communicate with care and patience

• Strong multitasking and organizational skills

• Comfortable working in a fast-paced, communication-heavy role

• Experience using Salesforce or similar CRM platforms is a plus

• Healthcare experience is a plus but not required