Family Care Associate

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.

THE ROLE

As a Family Care Associate, you will manage a portfolio of families and guide them through important milestones in their care journey, including onboarding, training completion, charting compliance, assessments, and ongoing support.

You will proactively build relationships, resolve complex issues, coordinate with multiple departments, and identify opportunities to improve both the family experience and internal processes.

This role is ideal for candidates who thrive in fast-paced environments, enjoy helping people through challenging situations, and take ownership of solving problems from start to finish.

KEY RESPONSIBILITIES

1. FAMILY RELATIONSHIP MANAGEMENT

• Manage an ongoing portfolio of families throughout their care journey

• Build trust and maintain strong relationships through consistent communication

• Guide families through onboarding, assessments, charting requirements, and care milestones

• Provide compassionate support while maintaining clear expectations and accountability

• Conduct scheduled check-ins and proactive outreach

2. PROBLEM SOLVING & ESCALATION MANAGEMENT

• Investigate and resolve family concerns and escalations

• Navigate emotionally sensitive conversations with empathy and professionalism

• Coordinate across teams to identify root causes and drive issues to resolution

• Communicate updates and next steps clearly with families

3. OPERATIONS & COORDINATION

• Manage multiple priorities, deadlines, and family needs simultaneously

• Coordinate with clinical, operations, scheduling, payroll, and leadership teams

• Track progress and ensure timely completion of family requirements

• Maintain accurate documentation and records

4. CONTINUOUS IMPROVEMENT

• Identify opportunities to improve workflows and processes

• Create documentation, SOPs, and tracking systems when needed

• Contribute ideas that improve efficiency and family outcomes

• Support new initiatives in a rapidly growing environment

THE REQUIREMENTS

• 3+ years of experience in one or more of the following:

  • Customer Success

  • Account Management

  • Patient Navigation

  • Care Coordination

  • Case Management

  • Member Services

  • Healthcare Operations

  • Family Advocacy

• Experience managing ongoing client, patient, member, or customer relationships

• Experience handling escalations and difficult conversations

• Strong organizational and prioritization skills

• Ability to manage multiple competing priorities simultaneously

• Excellent verbal and written communication skills

• Comfortable learning and using multiple technology platforms

• Demonstrated ability to work independently and take ownership

PREFERRED QUALIFICATIONS

• Healthcare experience

• Experience supporting patients, caregivers, or families

• Startup or high-growth company experience

• Experience creating or improving processes

• Experience building SOPs, workflows, or documentation

• Experience working cross-functionally across multiple departments

WHAT MAKES SOMEONE SUCCESSFUL IN THIS ROLE?

Successful Family Care Associates are:

• Relationship-focused

• Empathetic but accountable

• Highly organized

• Resilient under pressure

• Adaptable to change

• Comfortable with ambiguity

• Strong problem solvers

• Proactive and self-directed

• Able to balance urgency with quality

CANDIDATES WHO TYPICALLY EXCEL ARE:

• Customer Success Managers

• Patient Navigators

• Care Coordinators

• Case Managers

• Family Advocates

• Healthcare Operations Specialists

• Member Experience Managers

• Program Managers

• Community Health Workers

• Social Services Case Managers

OUR VALUES

1. Families First Redefining healthcare starts with how we treat the parents and children we serve. We go above and beyond for every family, building strong, lasting relationships. We continually ask ourselves, “Would we want this for our own families?”

2. Urgency with Precision Millions of families are waiting for care, and they cannot wait, therefore this is not your typical 9 to 5 job. We match their urgency with our own, delivering exceptional care without compromise. Here, speed and excellence go hand in hand.

3. Relentlessly Resourceful As an ambitious startup, we adapt quickly and make the most of limited time and resources. We solve challenges with creativity to deliver results without unnecessary complexity.

4. Purpose with Positivity We take our mission seriously while never losing sight of the people behind the work. Respect, kindness, memes, and coffee make us stronger as a team and better for the families we serve.

5. Driven to Redefine What’s Possible We are here to make healthcare better, which means asking hard questions, challenging outdated systems, and finding smarter, more compassionate ways to deliver care.