Best suited to candidates with strong customer support experience and high empathy working in a healthcare technology domain.
Derived from job-description analysis by Serendipath's career intelligence engine.
Original posting from Abby Care via Ashby
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 OPPORTUNITY:
Abby Care is looking for a Family Care Associate to serve as the frontline point of contact for our families. In this role, you will deliver exceptional multi-channel support—via phone, text, and email—while acting as the bridge between caregivers and our internal clinical teams. The ideal candidate blends strong customer support experience and empathetic communication with the proactive drive needed to guide caregivers through onboarding, keep documentation on track, and seamlessly coordinating projects in a fast-paced environment. While healthcare experience is a plus, your ability to build trust, multitask, and advocate for families is what matters most.
This is a Full-Time Hybrid opportunity based in Braintree, MA.
WHAT YOU'LL WORK ON:
- Serve as the primary point of contact for caregivers via phone, text, and email
- Provide timely, empathetic, and professional responses to parent inquiries and concerns
- Handle inbound calls and follow-ups
- Coordinate and communicate parent requests, feedback, and updates with the internal care team
- Maintain accurate documentation of interactions and updates in internal systems
- Ensure caregivers receive clear information and support throughout their experience
- Manage multiple conversations and tasks simultaneously while maintaining a high level of service
- Act as a trusted guide and advocate for families, helping them navigate complex healthcare and training processes with empathy, clarity, and encouragement.
- Uplift and empower caregivers throughout their journey, providing motivation, support, and reassurance during both challenging and successful moments
WHAT YOU'LL HAVE:
- Bachelor’s degree in Healthcare Administration, Business Operations, Public Health, or a related discipline strongly preferred.
- Minimum of 1+ years of experience in a fast-paced tech startup, customer operations, or high-volume account coordination environment.
- Proven experience handling phone-based customer interactions
- Excellent verbal and written communication skills
- High level of empathy and ability to communicate with care and patience
- Strong multitasking and organizational skills
NICE-TO-HAVE:
- Spanish fluency preferred, given the population served
- Experience in healthcare or healthcare-related services
- Familiarity with Salesforce, phone systems, or similar CRM systems
- Experience working in a startup or fast-changing environment
BENEFITS:
- Competitive compensation packages that reflect the value you bring. We reward our team for the impact of their work.
- 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 up to 10 weeks of paid parental leave based on tenure, so you can focus on bonding and adjusting to life as your family grows.
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.
Automated Decision Tools
Abby Care may use automated decision tools to help match and rank candidate work experience, education and skills found in online profiles, resumes and job applications against job requirements. We believe that these tools help ensure objective, data-based decisions during the hiring process, however, all Abby Care hiring decisions involve final human review and input. If you have questions or would like to request an alternative process, contact talent@abbycare.org.
Source: Abby Care careers (Ashby)