Family Care & Empowerment Associate

About the role

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.

Responsibilities

• Serve as the primary point of contact for caregivers and families via phone, text, and email.
• Guide caregivers through the onboarding process, training milestones, required documentation, and program requirements.
• Manage an active caseload of caregivers, ensuring timely completion of onboarding tasks and successful transition into active care.
• Provide ongoing support to enrolled families by answering questions, resolving concerns, and coordinating requests with internal teams.
• Coordinate care logistics, including scheduling Start of Care (SOC) visits, training sessions, and other caregiver appointments.
• Maintain accurate documentation and caregiver records across internal systems.
• Monitor caregiver progress, proactively follow up on outstanding requirements, and remove barriers that may delay onboarding or care delivery.
• Communicate caregiver feedback and family concerns with clinical, operations, and support teams to ensure timely resolution.
• Handle a high volume of daily communication through calls, text messages, and email while maintaining exceptional service quality.
• Educate caregivers and families on program processes, expectations, and available resources in a clear and supportive manner.
• Help improve caregiver engagement by providing encouragement, coaching, and proactive follow-up throughout their journey.
• Collaborate cross-functionally to improve operational workflows and enhance the caregiver experience.

Requirements

• Required Qualifications:
• 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.
• What Success Looks Like
• Families receive timely, compassionate, and professional support.
• Caregivers successfully complete onboarding and transition smoothly

Benefits

Additional Information

About Abby Care: Powering the future of care at home for all of America. Abby Care is building the leading AI-native platform for family-led care. America is facing a growing care crisis. Millions more people need care at home than ever. Over 50 million family caregivers support loved ones without the tools, training, or recognition they deserve. We believe families are the largest untapped caregiving workforce in America, and that technology can help them deliver better care while driving stronger outcomes and greater transparency across the healthcare system. Abby Care combines clinical oversight with an AI-powered platform to train, enable, and support family caregivers in delivering high-quality care at home. Our platform helps health plans and government partners better understand, verify, and improve care in the home. We expand access to care, reduce reliance on higher-cost settings, and help ensure public dollars are spent effectively. We are proud to partner with leading health plans, providers, and community organizations and are backed by top VCs. We envision a future where family-led care is a core part of the healthcare system. Abby Care is building that future. Join us in solving one of the most important challenges of our time.

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