Family Care & Empowerment Associate

As a Family Care & Empowerment Associate, you will own the caregiver journey from onboarding through ongoing family support.

You will serve as the primary point of contact for caregivers and families, guiding them through onboarding, training, documentation, scheduling, and day-to-day support after enrollment. Success in this role means building trusted relationships, ensuring caregivers stay on track with requirements, resolving concerns quickly, and delivering an exceptional experience throughout their journey.

This is a fast-paced, communication-heavy position requiring strong organization, empathy, and problem-solving skills.

The schedule for this role will vary based on business needs and may include weekend coverage. Exact working hours will be discussed during the interview process.

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

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  Guide caregivers through the onboarding process, training milestones, required documentation, and program requirements.

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  Manage an active caseload of caregivers, ensuring timely completion of onboarding tasks and successful transition into active care.

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  Provide ongoing support to enrolled families by answering questions, resolving concerns, and coordinating requests with internal teams.

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  Coordinate care logistics, including scheduling Start of Care (SOC) visits, training sessions, and other caregiver appointments.

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  Maintain accurate documentation and caregiver records across internal systems.

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  Monitor caregiver progress, proactively follow up on outstanding requirements, and remove barriers that may delay onboarding or care delivery.

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  Communicate caregiver feedback and family concerns with clinical, operations, and support teams to ensure timely resolution.

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  Handle a high volume of daily communication through calls, text messages, and email while maintaining exceptional service quality.

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  Educate caregivers and families on program processes, expectations, and available resources in a clear and supportive manner.

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  Help improve caregiver engagement by providing encouragement, coaching, and proactive follow-up throughout their journey.

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  Collaborate cross-functionally to improve operational workflows and enhance the caregiver experience.

• Bilingual in English and Spanish with excellent verbal and written communication skills.

• 3+ years of experience in customer service, healthcare operations, care coordination, patient support, caregiver support, or a similar client-facing role.

• Experience managing phone-based customer interactions and maintaining high-quality service.

• Strong empathy, emotional intelligence, and relationship-building skills.

• Excellent organizational and multitasking abilities with strong attention to detail.

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

• Strong problem-solving skills and ability to think independently.

• Comfortable explaining complex processes in a simple, easy-to-understand manner.

• Experience maintaining accurate records using CRM or internal systems.

• Proficient with Google Workspace.

• Experience working directly with patients, caregivers, or families.

• Experience in healthcare, home healthcare, care coordination, or healthcare operations.

• Experience with onboarding, coaching, training, or educating clients.

• Scheduling or care coordination experience.

• Experience using Salesforce or similar CRM platforms.

• Experience working in a technology-driven startup environment.

• Families receive timely, compassionate, and professional support.

• Caregivers successfully complete onboarding and transition smoothly into active care.

• Documentation and caregiver records remain accurate and up to date.

• Caregiver engagement remains high through proactive communication and follow-up.

• Internal teams receive timely updates that allow efficient coordination of care.

• Families consistently experience a seamless, supportive journey with Abby Care.