Family Care & Empowerment Associate

Abby Care

Family Care Associate guiding caregivers and families through onboarding, training, and ongoing support for care at home. Focused on relationship-building and ensuring exceptional caregiver experiences.

Posted 6/26/2026full-timeRemote • 🇧🇷 BrazilJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Serve as the primary point of contact for caregivers and families via phone, text, and email.
Guide caregivers through the onboarding process, training milestones, required documentation, and program requirements.
Manage an active caseload of caregivers, ensuring timely completion of onboarding tasks and successful transition into active care.
Provide ongoing support to enrolled families by answering questions, resolving concerns, and coordinating requests with internal teams.
Coordinate care logistics, including scheduling Start of Care (SOC) visits, training sessions, and other caregiver appointments.
Maintain accurate documentation and caregiver records across internal systems.
Monitor caregiver progress, proactively follow up on outstanding requirements, and remove barriers that may delay onboarding or care delivery.
Communicate caregiver feedback and family concerns with clinical, operations, and support teams to ensure timely resolution.
Handle a high volume of daily communication through calls, text messages, and email while maintaining exceptional service quality.
Educate caregivers and families on program processes, expectations, and available resources in a clear and supportive manner.
Help improve caregiver engagement by providing encouragement, coaching, and proactive follow-up throughout their journey.
Collaborate cross-functionally to improve operational workflows and enhance the caregiver experience.

Requirements

What you’ll need

Bilingual in English and Spanish with excellent verbal and written communication skills.
3+ years of experience in customer service, healthcare operations, care coordination, patient support, caregiver support, or a similar client-facing role.
Experience managing phone-based customer interactions and maintaining high-quality service.
Strong empathy, emotional intelligence, and relationship-building skills.
Excellent organizational and multitasking abilities with strong attention to detail.
Ability to manage multiple priorities in a fast-paced, evolving environment.
Strong problem-solving skills and ability to think independently.
Comfortable explaining complex processes in a simple, easy-to-understand manner.
Experience maintaining accurate records using CRM or internal systems.
Proficient with Google Workspace.

Benefits

Comp & perks

Competitive compensation packages that reflect the value you bring. We reward our team for the impact of their work – global team members are eligible for an annual company performance bonus.
Generous paid time off. We provide 15 days of paid time off that allow you to recharge, along with 10 paid company US holidays.
Team bonding. We love bringing our teams together. As a full-time employee, you’ll get to connect, collaborate, and have fun through team activities and our annual company retreat.
Set Up for Success. We provide a company-issued laptop to support you in your role.
Growth Opportunities. Build your leadership skills while working with teams in various markets across the US.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer servicehealthcare operationscare coordinationpatient supportcaregiver supportrecord maintenanceproblem-solvingmultitaskingattention to detailcommunication

Soft Skills

empathyemotional intelligencerelationship-buildingorganizational skillsindependent thinkingclear communicationsupportive coachingproactive follow-upcollaborationservice quality