Family Operations & Care Associate

About Abby Care

Making family care possible. At Abby Care, we are tackling one of the most important and unsolved challenges of our time: family caregiving.

Over 50 million Americans are family caregivers for loved ones without pay, tools, or support. Our mission is clear and ambitious: to train and employ family caregivers so they can get paid for the care they already provide at home.

Abby Care is building a tech-powered, family-first care platform to efficiently deliver care, improve health outcomes, and provide the best-in-class experience nationwide.

We are rapidly expanding our mission and looking for passionate team members to join. Abby Care has partnered with leading insurance plans, healthcare providers, and community organizations. We’re supported by top, mission-driven VCs to empower families throughout the country.

The Role:

We are looking for a high-empathy, execution-focused Family Operations & Care Associate to serve as the primary operational anchor for families navigating our paid family caregiving platform in Boston, Massachusetts. Reporting to the Regional Operations Lead, you will guide family caregivers from initial intake through training, onboarding, and ongoing care delivery.

The ideal candidate possesses exceptional high-EQ, thrives in a fast-paced startup environment, and can effortlessly manage high-volume administrative workflows while providing a compassionate, "families-first" experience. You will translate complex state Medicaid enrollment requirements into seamless, stress-free steps for the families we serve.

About you:

Deeply action oriented, you excel in fast paced, dynamic environments. If you are excited about the opportunity to build something important and truly make an impact where it matters most, we’d love to hear from you.

Key Responsibilities:

• Caregiver Onboarding & Care Coordination

  • 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.

• Operational Compliance Management

  • Coordinate the collection, verification, and tracking of critical employment documentation, state-mandated background checks, and Electronic Visit Verification (EVV) setups.

• Cross-Functional Collaboration

  • 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.

• Data Integrity & Workflow Optimization

  • Maintain meticulous records within our CRM/platform to track onboarding KPIs, identify operational bottlenecks, and actively suggest tech-enabled workflow improvements.

• Incident Resolution & Support

  • Serve as the first line of contact for operational troubleshooting, resolving compliance gaps, payroll documentation errors, or platform utilization issues with urgency and precision.

The 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.

Benefits:

• Competitive compensation packages that reflect the value you bring. We reward our team for the impact of their work – full-time employees are eligible for an annual company performance bonus.

• Comprehensive health coverage that works for you. Choose from high-quality medical dental and vision options, including a $0 deductible PPO and a company-funded HSA, alongside employer-paid life and disability insurance.

• Generous paid time off. We provide policies that allow you to recharge along with 10 paid company holidays.

• Financial savings benefits to support your future. We support your financial well-being with HSA contributions, optional FSA and commuter benefits, and full coverage of all 401(k) account fees (employer match not currently offered).

• Paid parental leave to support your growing family. We provide paid leave, so you can focus on bonding and adjusting to life as your family grows.

We are an equal opportunity employer and welcome applicants from all backgrounds, consistent with applicable laws. Employment is contingent upon successful completion of a background check, satisfactory references, and any required documentation.

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.