Family Care Associate Lead

What You'll Work On

As Abby Care continues to expand, we're looking for a Family Care Associate Lead to help deliver exceptional experiences for the families we serve while supporting the growth and success of our Family Care team.

This is a player-coach role where you'll manage your own portfolio of families while mentoring and coaching Family Care Associates to deliver high-quality, compassionate service. You'll serve as a trusted resource for escalations, operational challenges, and cross-functional collaboration, helping ensure families receive consistent support throughout their care journey.

Success in this role requires strong relationship-building skills, operational excellence, and the ability to balance empathy with accountability in a fast-paced healthcare environment.

This is a Full-Time Remote opportunity supporting U.S. Eastern Time business hours.

Support Families Throughout Their Care Journey

• Manage an assigned portfolio of families from onboarding through ongoing care.
• Build trusted relationships through proactive, compassionate communication.
• Guide families through onboarding, training, assessments, documentation, and compliance milestones.
• Conduct regular check-ins to ensure families remain engaged and supported.
• Set clear expectations while delivering an exceptional customer experience.

Lead and Develop the Team

• Coach and mentor Family Care Associates to strengthen communication, problem-solving, and ownership.
• Provide regular feedback to support performance and professional development.
• Assist with onboarding and training new team members.
• Foster a collaborative, accountable, and high-performing team culture.
• Serve as the primary resource for complex questions and operational guidance.

Manage Escalations

• Own the team's most complex family situations and escalated concerns.
• Lead sensitive conversations with empathy, professionalism, and confidence.
• Partner with internal teams to resolve issues efficiently.
• Keep families informed through timely updates and clear communication.

Partner Across the Organization

• Collaborate closely with Clinical, Scheduling, Operations, Payroll, Credentialing, and Leadership teams.
• Ensure onboarding requirements, documentation, assessments, and compliance activities are completed accurately and on time.
• Maintain accurate records and operational documentation.

Drive Continuous Improvement

• Identify opportunities to improve workflows and the family experience.
• Develop and maintain SOPs, operational documentation, and best practices.
• Lead small operational initiatives that improve efficiency, scalability, and service quality.
• Help remove operational bottlenecks and recommend long-term process improvements.

What Success Looks Like

• Families feel supported, informed, and engaged throughout their care journey.
• Team members consistently deliver high-quality service and continue developing their skills.
• Escalations are resolved effectively while maintaining trust and empathy.
• Cross-functional partnerships improve operational efficiency.
• Documentation, onboarding, and compliance activities are completed accurately and on time.
• Process improvements enhance both the family experience and internal operations.

What You'll Have

Experience

• 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 leadership experience as a Team Lead, Supervisor, Subject Matter Expert (SME), Trainer, Quality Analyst, or similar player-coach role.
• Experience coaching and mentoring team members.
• Experience managing ongoing customer, patient, or family relationships.
• Experience handling escalated customer or patient concerns.

Preferred Qualifications

• Healthcare experience supporting patients, caregivers, or families.
• Startup or high-growth company experience.
• Experience leading remote teams.
• Experience developing SOPs, workflows, and operational documentation.
• Experience leading process improvement initiatives.
• Experience collaborating across multiple departments.
• Experience monitoring KPIs and coaching toward performance improvement.

Skills & Competencies

• Exceptional relationship-building and communication skills.
• Strong coaching and leadership abilities.
• Excellent organization and time management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and decision-making skills.
• High emotional intelligence with the ability to balance empathy and accountability.
• Self-starter who thrives in ambiguity and takes ownership.
• Comfortable learning new systems and technologies.

Benefits

• 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 U.S. company holidays.
• 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 across multiple U.S. markets.