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, you will manage a portfolio of families and guide them through important milestones in their care journey, including onboarding, training completion, charting compliance, assessments, and ongoing support.

You will proactively build relationships, resolve complex issues, coordinate with multiple departments, and identify opportunities to improve both the family experience and internal processes.

This role is ideal for candidates who thrive in fast-paced environments, enjoy helping people through challenging situations, and take ownership of solving problems from start to finish.

Key Responsibilities

1. Family Relationship Management

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

2. Problem Solving & Escalation Management

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

3. Operations & Coordination

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

4. Continuous Improvement

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

The 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

Preferred Qualifications

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

What Makes Someone Successful in this Role?

Successful Family Care Associates are:

Relationship-focused
Empathetic but accountable
Highly organized
Resilient under pressure
Adaptable to change
Comfortable with ambiguity
Strong problem solvers
Proactive and self-directed
Able to balance urgency with quality

Candidates who typically excel are:

Customer Success Managers
Patient Navigators
Care Coordinators
Case Managers
Family Advocates
Healthcare Operations Specialists
Member Experience Managers
Program Managers
Community Health Workers
Social Services Case Managers

Our Values

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?”
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.
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.
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.
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.