Family Care Associate Lead

ABOUT ABBY CARE: POWERING THE FUTURE OF CARE AT HOME FOR ALL OF AMERICA.

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.

THE ROLE

As a Family Care Associate Lead, you will serve as both an experienced Family Care Associate and a leader for the team.

You will manage your own portfolio of families while coaching, mentoring, and supporting other Family Care Associates to ensure consistent service quality and operational excellence.

This is a highly cross-functional role requiring someone who can confidently navigate escalated situations, remove operational roadblocks, improve processes, and help build a high-performing customer care organization.

We're looking for someone who naturally takes ownership, enjoys solving difficult problems, and leads through influence, accountability, and collaboration.

KEY RESPONSIBILITIES

1. FAMILY RELATIONSHIP MANAGEMENT

• Manage an ongoing portfolio of families throughout their care journey.
• Build trusted relationships through proactive, compassionate communication.
• Guide families through onboarding, training completion, assessments, charting compliance, and ongoing milestones.
• Conduct regular check-ins and proactive outreach.
• Set clear expectations while providing empathetic support.
• Ensure families remain engaged and compliant throughout their care journey.

2. TEAM LEADERSHIP & COACHING

• Serve as the primary coach and mentor for Family Care Associates.
• Provide ongoing feedback to improve communication, ownership, and problem-solving skills.
• Assist with onboarding and training new team members.
• Monitor service quality and identify coaching opportunities.
• Support performance improvement through regular coaching and accountability.
• Act as the go-to resource for complex questions and escalations.
• Foster a collaborative, high-performance team culture.

3. ESCALATION MANAGEMENT

• Handle the team's most complex family concerns and escalated situations.
• Lead emotionally sensitive conversations with professionalism and empathy.
• Investigate root causes and coordinate solutions across departments.
• Communicate timely updates and clear next steps to families.
• Support Family Care Associates in resolving difficult cases.

4. OPERATIONS & CROSS-FUNCTIONAL COORDINATION

• Balance multiple competing priorities across families and team members.
• Coordinate closely with Clinical, Scheduling, Operations, Payroll, Credentialing, and Leadership teams.
• Ensure timely completion of onboarding requirements, assessments, documentation, and compliance milestones.
• Maintain accurate documentation and reporting.
• Identify operational bottlenecks and proactively remove obstacles affecting team performance.

5. PROCESS IMPROVEMENT & OPERATIONAL EXCELLENCE

• Identify opportunities to improve workflows and the overall family experience.
• Develop and maintain SOPs, process documentation, and operational playbooks.
• Recommend scalable improvements that increase efficiency and service quality.
• Lead small operational initiatives and continuous improvement projects.
• Help establish best practices as the organization continues to grow.

QUALIFICATIONS

REQUIRED

• 5+ 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
• 2+ years of experience in a leadership capacity, such as:
• Team Lead
• Supervisor
• Quality Analyst
• Subject Matter Expert (SME)
• Trainer
• Player-Coach
• Experience coaching or mentoring team members.
• Experience managing ongoing client, patient, member, or customer relationships.
• Experience handling complex escalations and difficult conversations.
• Strong organizational skills with the ability to manage competing priorities.
• Excellent written and verbal English communication skills.
• Comfortable working independently in a fast-paced, evolving environment.
• Strong technology aptitude and ability to quickly learn new systems.

PREFERRED QUALIFICATIONS

• Healthcare experience supporting patients, caregivers, or families.
• Startup or high-growth company experience.
• Experience leading remote teams.
• Experience creating SOPs, workflows, or operational documentation.
• Experience driving process improvements.
• Experience working cross-functionally across multiple departments.
• Experience monitoring KPIs and coaching toward performance improvement.
• Experience owning operational initiatives from planning through execution.

WHAT MAKES SOMEONE SUCCESSFUL IN THIS ROLE?

Successful Family Care Associate Leads are:

• Relationship-focused
• Empathetic but accountable
• Calm under pressure
• Exceptional problem solvers
• Highly organized
• Comfortable making decisions independently
• Adaptable in changing environments
• Strong communicators
• Collaborative leaders
• Proactive and self-directed
• Curious and always looking for better ways to work
• Able to balance urgency with quality

IDEAL BACKGROUNDS

Candidates who typically excel in this role include:

• Family Care Team Leads
• Customer Success Team Leads
• Patient Navigation Leads
• Care Coordination Leads
• Case Management Supervisors
• Healthcare Operations Team Leads
• Member Services Supervisors
• Customer Experience Team Leads
• Quality Assurance Leads
• Subject Matter Experts (SMEs)
• Trainers
• Workforce Coordinators
• Program Managers
• Community Health Supervisors

WHAT WE'RE LOOKING FOR BEYOND THE RESUME

We value leaders who:

• Naturally take ownership without waiting for direction.
• Coach and develop others while maintaining high standards.
• Are comfortable providing direct, constructive feedback.
• Look beyond immediate tasks to solve underlying operational problems.
• Build trust through empathy while holding both families and teammates accountable.
• Thrive in ambiguity and embrace continuous change.
• Think strategically while remaining hands-on in day-to-day operations.
• Lead by example through integrity, accountability, and collaboration.

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.

4. Purpose with Positivity

We take our mission seriously while never losing sight of the people behind the work. Respect, kindness, memes, and coffee make us stronger as a team and better for the families we serve.

5. Driven to Redefine What’s Possible

We are here to make healthcare better, which means asking hard questions, challenging outdated systems, and finding smarter, more compassionate ways to deliver care.