Family Care Associate

Abby Care•Colorado Springs, CO

11d

About The Position

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.

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

Nice To Haves

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

Responsibilities

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
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
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
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