Family Operations & Care Associate

Abby Care•Boston, MA

2d•Onsite

About The Position

Abby Care is seeking a high-empathy, execution-focused Family Operations & Care Associate to serve as the primary operational anchor for families navigating their paid family caregiving platform in Boston, Massachusetts. This role reports to the Regional Operations Lead and involves guiding family caregivers from initial intake through training, onboarding, and ongoing care delivery. The ideal candidate will possess exceptional high-EQ, thrive in a fast-paced startup environment, and be adept at managing high-volume administrative workflows while providing a compassionate, "families-first" experience. A key responsibility will be translating complex state Medicaid enrollment requirements into seamless, stress-free steps for the families served.

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.