Family Care Associate

Abby Care•Boston, MA

10d•$60,000 - $70,000•Hybrid

About The Position

Abby Care is seeking a Family Care Associate to be the primary point of contact for families, providing multi-channel support via phone, text, and email. This role acts as a liaison between caregivers and internal clinical teams. The ideal candidate will possess strong customer support skills, empathetic communication, and the drive to guide caregivers through onboarding, manage documentation, and coordinate projects in a fast-paced environment. While healthcare experience is beneficial, the ability to build trust, multitask, and advocate for families is paramount. This is a Full-Time Hybrid opportunity based in Braintree, MA.

Requirements

Minimum of 1+ years of experience in a fast-paced tech startup, customer operations, or high-volume account coordination environment.
Proven experience handling phone-based customer interactions
Excellent verbal and written communication skills
High level of empathy and ability to communicate with care and patience
Strong multitasking and organizational skills

Nice To Haves

Spanish fluency preferred, given the population served
Experience in healthcare or healthcare-related services
Familiarity with Salesforce, phone systems, or similar CRM systems
Experience working in a startup or fast-changing environment

Responsibilities

Serve as the primary point of contact for caregivers via phone, text, and email
Provide timely, empathetic, and professional responses to parent inquiries and concerns
Handle inbound calls and follow-ups
Coordinate and communicate parent requests, feedback, and updates with the internal care team
Maintain accurate documentation of interactions and updates in internal systems
Ensure caregivers receive clear information and support throughout their experience
Manage multiple conversations and tasks simultaneously while maintaining a high level of service
Act as a trusted guide and advocate for families, helping them navigate complex healthcare and training processes with empathy, clarity, and encouragement.
Uplift and empower caregivers throughout their journey, providing motivation, support, and reassurance during both challenging and successful moments