Family Care Associate

As a Family Care Associate, you will manage a portfolio of families and guide them through important milestones in their care journey, including onboarding, training completion, charting compliance, assessments, and ongoing support.

You will proactively build relationships, resolve complex issues, coordinate with multiple departments, and identify opportunities to improve both the family experience and internal processes.

This role is ideal for candidates who thrive in fast-paced environments, enjoy helping people through challenging situations, and take ownership of solving problems from start to finish.

• Manage an ongoing portfolio of families throughout their care journey

• Build trust and maintain strong relationships through consistent communication

• Guide families through onboarding, assessments, charting requirements, and care milestones

• Provide compassionate support while maintaining clear expectations and accountability

• Conduct scheduled check-ins and proactive outreach

• Investigate and resolve family concerns and escalations

• Navigate emotionally sensitive conversations with empathy and professionalism

• Coordinate across teams to identify root causes and drive issues to resolution

• Communicate updates and next steps clearly with families

• Manage multiple priorities, deadlines, and family needs simultaneously

• Coordinate with clinical, operations, scheduling, payroll, and leadership teams

• Track progress and ensure timely completion of family requirements

• Maintain accurate documentation and records

• Identify opportunities to improve workflows and processes

• Create documentation, SOPs, and tracking systems when needed

• Contribute ideas that improve efficiency and family outcomes

• Support new initiatives in a rapidly growing environment

• 3+ 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

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

• Experience handling escalations and difficult conversations

• Strong organizational and prioritization skills

• Ability to manage multiple competing priorities simultaneously

• Excellent verbal and written communication skills

• Comfortable learning and using multiple technology platforms

• Demonstrated ability to work independently and take ownership

• Healthcare experience

• Experience supporting patients, caregivers, or families

• Startup or high-growth company experience

• Experience creating or improving processes

• Experience building SOPs, workflows, or documentation

• Experience working cross-functionally across multiple departments

Successful Family Care Associates are:

• Relationship-focused

• Empathetic but accountable

• Highly organized

• Resilient under pressure

• Adaptable to change

• Comfortable with ambiguity

• Strong problem solvers

• Proactive and self-directed

• Able to balance urgency with quality

• Customer Success Managers

• Patient Navigators

• Care Coordinators

• Case Managers

• Family Advocates

• Healthcare Operations Specialists

• Member Experience Managers

• Program Managers

• Community Health Workers

• Social Services Case Managers