Care Operations Associate

Abby Care•Boston, MA

9d•$60,000 - $70,000•Hybrid

About The Position

Abby Care is seeking a high-empathy, execution-focused Care Operations Associate to be the primary operational anchor for families using their paid family caregiving platform. This hybrid role, based in Braintree, Massachusetts, involves guiding family caregivers through the entire process from initial intake to training, onboarding, and ongoing care delivery. The ideal candidate will possess high emotional intelligence (EQ), thrive in a fast-paced startup environment, and excel at managing high-volume administrative tasks while maintaining a compassionate, "families-first" approach. This role requires translating complex state Medicaid enrollment requirements into simple, stress-free steps for families.

Requirements

Bachelor’s degree in Healthcare Administration, Business Operations, Public Health, or a related field preferred.
Minimum of 1+ years of experience in a fast-paced tech startup, customer operations, or high-volume account coordination environment.
Familiarity with Medicaid, Home Health Agency (HHA) basic documentation standards, or Electronic Visit Verification (EVV) platforms is preferred.
Tech-forward mindset with experience utilizing modern CRMs, ticketing systems, or electronic health records (EHR).
High emotional intelligence (EQ), exceptional organization skills, and a true passion for mission-driven work.

Responsibilities

Own the end-to-end creation and assembly of caregiver Approval Packages; proactively collaborate with the clinical team to navigate next-steps and communication workflows if a package is denied by state payers.
Coordinate the collection, verification, and tracking of critical employment documentation, state-mandated background checks, and Electronic Visit Verification (EVV) setups.
Partner closely with our Clinical and Nursing teams to ensure family training schedules, care plans, and administrative documentation perfectly align with state Medicaid guidelines.
Coordinate directly with internal Nursing Leads to align and schedule Start of Care (SOC) assessments for family caregivers.
Maintain meticulous records within our CRM/platform to track onboarding KPIs, identify operational bottlenecks, and actively suggest tech-enabled workflow improvements.
Serve as the first line of contact for operational troubleshooting, resolving compliance gaps, payroll documentation errors, or platform utilization issues with urgency and precision.