Payer Authorization Operations Associate

As Abby Care continues to expand access to high-quality home care services, we're growing the teams that ensure families receive uninterrupted care. We're looking for a highly organized and customer-focused Document Collection Associate (Payer Authorization Operations Associate) to support our Payer Authorization Operations team.

Reporting to the Team Lead, you'll play a critical role in ensuring caregivers and families maintain active authorizations by collecting, reviewing, and submitting required documentation accurately and on time. You'll serve as a key point of contact for families, caregivers, and internal stakeholders while managing a high volume of calls and documentation in a fast-paced healthcare environment.

Success in this role requires exceptional attention to detail, strong organizational skills, excellent communication, and the ability to adapt quickly as payer requirements and internal processes evolve. If you're passionate about helping families navigate complex healthcare processes while ensuring operational excellence, we'd love to hear from you.

This is a Full-Time Remote opportunity.

• Collect, review, validate, and track documentation required for payer authorizations and re-authorizations.

• Prepare and submit complete authorization packets before expiration to prevent interruptions in patient care.

• Ensure documentation meets Medicaid, Medicare, payer, and state-specific requirements.

• Maintain accurate documentation and records across internal systems.

• Serve as a primary point of contact for families and caregivers regarding authorization status, documentation requirements, and benefit questions.

• Manage approximately 50–70 inbound and outbound calls daily while delivering a compassionate and professional customer experience.

• Respond to inquiries through phone, email, and text while ensuring timely follow-up.

• Monitor authorization timelines to proactively identify upcoming expirations and reduce authorization lapses.

• Prioritize competing requests while maintaining high accuracy and service levels.

• Identify documentation issues early and partner with internal teams to resolve them efficiently.

• Partner closely with Onboarding, Credentialing, Family Support, Clinical Operations, and other internal teams to ensure complete and accurate documentation.

• Escalate complex authorization issues when appropriate while maintaining clear communication across stakeholders.

• Contribute to continuous process improvements that increase efficiency and reduce authorization delays.

In this role, you'll:

• Prevent authorization lapses through proactive documentation management and submission.

• Consistently maintain high accuracy while managing a large daily workload.

• Deliver exceptional customer experiences during every interaction.

• Build strong partnerships across cross-functional teams.

• Adapt quickly to changing payer requirements and operational processes.

• Identify opportunities to improve workflows and operational efficiency.

• 2+ years of experience in healthcare operations, healthcare administration, customer service, or administrative support.

• Experience managing prior authorizations, payer documentation, or healthcare operations.

• Proven success handling high-volume inbound and outbound calls in a fast-paced environment.

• Experience managing documentation with exceptional accuracy and attention to detail.

• Familiarity with HIPAA, Medicaid, Medicare, or healthcare documentation standards.

• Experience using CRM systems and collaboration tools such as Salesforce, Slack, Google Workspace, or similar platforms.

• Strong organizational and time-management skills with the ability to prioritize multiple competing deadlines.

• Excellent written and verbal English communication skills.

• Previous experience supporting payer authorization or healthcare documentation workflows.

• Experience working in home healthcare, home care, or other healthcare organizations.

• Experience working in remote, cross-functional teams.

You are someone who:

• Thrives in fast-paced environments with changing priorities.

• Takes ownership of work and follows through without constant direction.

• Maintains exceptional attention to detail under pressure.

• Builds trust through empathy, professionalism, and clear communication.

• Works collaboratively across multiple teams.

• Proactively identifies issues before they become problems.

• Continuously looks for ways to improve processes and customer experiences.

• Full-Time

• Monday–Friday

• 9:00 AM – 5:00 PM Eastern Time