Family Care Associate (MA)

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.

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.

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

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  Manage ongoing communication and relationships with families

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  Conduct high-volume outbound and inbound calls to support scheduling, documentation, compliance, and caregiver engagement

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  Perform routine check-in calls with families and caregivers

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  Hold families accountable for charting completion, scheduling adherence, and required documentation submissions

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  Support families through prior authorization updates and communicate denials with empathy and professionalism

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  Assist families and caregivers with onboarding requirements, including background check coordination

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  Coordinate parent/caregiver concerns, requests, and updates with internal care and operations teams

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  Maintain accurate and timely documentation within Salesforce and other internal systems

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  Escalate concerns appropriately while demonstrating strong problem-solving and resourcefulness

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  Navigate ambiguity and changing priorities in a startup healthcare environment

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  Deliver a high level of customer experience while balancing multiple conversations and operational tasks simultaneously

• 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

• 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

• 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