Bilingual Document Collection Associate at Abby Care

ABOUT ABBY CARE Making family care possible. At Abby Care, we are tackling one of the most important and unsolved challenges of our time: family caregiving. Over 50 million Americans are family caregivers for loved ones without pay, tools, or support. Our mission is clear and ambitious: to train and employ family caregivers so they can get paid for the care they already provide at home. Abby Care is building a tech-powered, family-first care platform to efficiently deliver care, improve health outcomes, and provide the best-in-class experience nationwide. We are rapidly expanding our mission and looking for passionate team members to join. Abby Care has partnered with leading insurance plans, healthcare providers, and community organizations. We’re supported by top, mission-driven VCs to empower families throughout the country. THE ROLE The schedule for this role is Monday to Friday, 9:00 AM – 5:00 PM EST. We are seeking a highly organized and compassionate Document Collection Associate to support our onboarding and credentialing processes. In this role, you will be responsible for collecting, reviewing, and managing critical documentation from caregivers and families while ensuring compliance with healthcare regulations. This is a fast-paced, phone-heavy role ideal for someone who thrives in high-volume environments and is passionate about delivering a smooth and supportive experience for families. KEY RESPONSIBILITIES: - Collect, review, and track required documentation (e.g., IDs, certifications, health records) from caregivers and families - Make outbound calls and handle inbound inquiries to guide families through the documentation process - Manage a high volume of daily calls (50–70) with professionalism, empathy, and efficiency - Ensure all documentation is accurate, complete, and compliant with state and Medicaid/Medicare requirements - Communicate clearly and compassionately via phone, email, and text - Maintain organized records and track expiring documents, sending timely follow-ups and reminders - Collaborate cross-functionally with onboarding, credentialing, and family support teams THE REQUIREMENTS: - 2+ years of experience in customer service, administrative support, or healthcare operations - Proven experience handling high-volume inbound and outbound calls in a fast-paced environment - Proficiency with CRM systems, shared drives, and document tracking tools - Strong organizational skills and exceptional attention to detail - Ability to multitask, prioritize follow-ups, and meet deadlines - Compassionate, patient, and professional communication style - Fluent in both English and Spanish - Experience with prior authorizations or healthcare operations - Familiarity with healthcare documentation standards, HIPAA, or Medicaid - Experience using tools such as Salesforce, Slack, Google Drive, or similar platforms 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. 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. We are an equal opportunity employer and welcome applicants from all backgrounds, consistent with applicable laws. Employment is contingent upon successful completion of a background check, satisfactory references, and any required documentation.