[Hiring] Family Care Associate @Abby Care

Role Description

We are looking for a highly empathetic and proactive Family Care Associate to serve as a primary point of contact for caregivers and families. This role is heavily communication-focused and requires someone who thrives in a fast-paced environment, can independently manage responsibilities, and is comfortable handling high volumes of calls, texts, and follow-ups.

The ideal candidate is organized, adaptable, emotionally intelligent, and able to maintain professionalism while supporting caregivers through day-to-day concerns and escalations. This is a client-facing role that requires excellent English communication skills and a strong sense of accountability.

Key Responsibilities

• Serve as the primary point of contact for parents and caregivers via phone, text, and email
• Handle inbound calls and follow-up communications with caregivers and families
• Conduct approximately 180 calls per month while maintaining a high level of service
• Provide timely, empathetic, and professional responses to caregiver and parent concerns
• Coordinate caregiver updates, requests, and feedback with the internal care team
• Maintain accurate documentation of interactions and updates within internal systems
• Ensure caregivers and families receive clear communication and ongoing support throughout their experience
• Manage multiple conversations, follow-ups, and tasks simultaneously
• Monitor caregiver concerns and ensure issues are properly addressed and communicated internally
• Adapt quickly to new processes, workflows, and operational changes

Qualifications

• 3+ years of experience in call management, customer support, call centers, or high-volume communication roles
• 1+ year of experience in the medical, healthcare or caregiving industry experience
• Experience handling escalations and difficult conversations professionally
• Experience working in caregiver support, care coordination, or healthcare operations
• Previous experience as a Team Lead, SME, or escalation support representative
• Familiarity with Dialpad or similar calling systems
• Experience in high-volume client-facing communication environments
• Strong verbal and written English communication skills with a neutral or understandable accent
• Comfortable working independently with minimal supervision
• Highly organized with strong follow-through and task management skills
• Ability to multitask and prioritize effectively in a fast-paced environment
• Strong empathy and emotional intelligence, particularly when dealing with caregivers and families
• Positive, can-do attitude with a willingness to learn and adapt
• Open to constructive feedback and continuous improvement
• Must be able to work 8:00 AM – 4:00 PM EST schedule, Monday to Friday
• Strong adaptability and willingness to learn new processes quickly

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 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.