Document Collection Associate #1 (PA)

About the role

As a Document Collection Associate , you will play a critical role in helping families navigate the insurance approval process by collecting, reviewing, and tracking required documentation. You will serve as a key point of contact for families, healthcare providers, and insurance companies while ensuring documentation is accurate, complete, and compliant with Medicaid, Medicare, and state requirements. You are highly organized, detail-oriented, and energized by helping people through complex processes. You thrive in fast-paced environments, enjoy speaking with people throughout the day, and are comfortable managing a high volume of inbound and outbound calls while maintaining professionalism and empathy. You take ownership of follow-ups, communicate proactively, and consistently deliver a positive experience to families and external partners. This is a full-time remote opportunity open to candidates located in LATAM.

Responsibilities

• Collect, review, and track required documentation from families and caregivers
• Support the insurance approval process by obtaining and validating required documents
• Manage a high volume of inbound and outbound calls with families, doctors' offices, and insurance companies (50-70 calls per day)
• Guide families through documentation requirements and next steps
• Ensure documentation is accurate, complete, and compliant with Medicaid, Medicare, and state regulations
• Maintain organized records and monitor document expiration dates
• Send timely follow-ups and reminders to families and external stakeholders
• Communicate professionally via phone, email, and text
• Collaborate with onboarding, credentialing, and family support teams
• Escalate issues that may delay approvals or impact family onboarding
• What Success Looks Like
• What You'll Have
• Required:
• 2+ years of experience in customer service, administrative support, healthcare operations, or a related field
• Fluent in English and Spanish
• Experience handling high-volume inbound and outbound calls in a fast-paced environment
• Strong organizational skills and exceptional attention to detail
• Ability to manage multiple priorities and deadlines simultaneously
• Excellent verbal and written communication skills
• Professional, compassionate, and patient communication style
• Familiarity with HIPAA requirements and confidentiality standards
• Preferred:
• Experience with prior authorizations
• Experience working in healthcare operations
• Familiarity with Medicaid, Medicare, or healthcare documentation requirements
• Experience using Salesforce, Slack, Google Drive, or similar systems
• Experience working with document management or tracking systems
• Schedule:
• Monday-Friday
• 9:00 AM - 5:00 PM Eastern Time

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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