Bilingual Family Engagement 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 through Friday at 8:30 AM - 4:30 PM Eastern Time. We’re looking for a highly driven and empathetic Family Engagement Associate to support and empower families navigating healthcare training and services. In this role, you’ll own a portfolio of families, ensuring they stay on track with required training while providing consistent guidance, motivation, and support. You’ll act as both a coach and coordinator—helping families succeed in completing their training while collaborating cross-functionally with internal teams to improve the overall experience. KEY RESPONSIBILITIES: - Own your caseload: Manage a portfolio of families and ensure they stay on track with HHA training requirements. - Drive engagement & completion: Conduct weekly check-in calls, follow-ups, and proactive outreach to ensure timely training completion. - Guide and support families: Help families navigate healthcare processes and training requirements with empathy and clarity. - Be a motivator and advocate: Encourage and uplift families through challenges, acting as a trusted partner throughout their journey. - Collaborate cross-functionally: Work with clinical, product, and technology teams to improve processes and outcomes. - Build community: Support initiatives like events, meet-ups, and educational sessions to foster a strong family network. THE REQUIREMENTS: - 2–4 years of experience in: - Customer Success - Sales / Sales Development Representative - Account Management - Call Center or high-volume client-facing roles - At least 1 year of customer service experience (non-negotiable) - At least 1 year of experience in the healthcare industry - Strong English and Spanish communication skills - Ability to manage multiple tasks, workflows, and follow-ups - Excellent communication and relationship-building - Strong project management and organization - High level of empathy, patience, and resilience - Results-driven with a sense of ownership and urgency - Experience with Salesforce, Excel, or analytics tools - Background in healthcare or patient-facing roles WHAT SUCCESS LOOKS LIKE - High training completion rates across your caseload - Consistent, high-quality engagement with families - Strong collaboration with internal teams - Positive feedback from families 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.