Family Care Associate (MA)

External

Abby-care · San Salvador

Full-timeRemote2d ago

ComplianceCRMDocumentationSalesforce

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About the role

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.

Responsibilities

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

Manage ongoing communication and relationships with families

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

Perform routine check-in calls with families and caregivers

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

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

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

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

Maintain accurate and timely documentation within Salesforce and other internal systems

Escalate concerns appropriately while demonstrating strong problem-solving and resourcefulness

Navigate ambiguity and changing priorities in a startup healthcare environment

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

Requirements (Non-Negotiable)

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

Family Care Associate (MA)

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