Bilingual Family Growth 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–Friday (9:00 AM – 5:00 PM EST or 11:00 AM – 7:00 PM EST). Abby Care is looking for a Family Growth Associate (FGA) to join our growing team. This role is the first point of contact for caregivers who apply to become part of Abby Care, making it a critical position in shaping their experience and helping them understand our services. The ideal candidate is bilingual, persuasive, detail-oriented, and comfortable with high call volumes. You will spend most of your day speaking with caregivers, guiding them through the intake process, following up on documentation, and ensuring they successfully move through the onboarding journey. As Abby Care continues to grow as a startup, this role is perfect for someone who is adaptable, tech-savvy, and motivated to help improve processes while making a meaningful impact in families’ lives. KEY RESPONSIBILITIES: - Caregiver Outreach & Intake - Conduct outbound calls to caregivers who have applied to Abby Care (not cold calling). - Guide caregivers through the intake process, which may last 30 minutes to 1 hour. - Make 50–80 calls per day, depending on the number of intakes scheduled. - Follow up with caregivers via phone, SMS, and email regarding next steps or missing documentation. - Clearly explain Abby Care’s services and persuade caregivers who may be undecided about the program. - Relationship Management - Serve as the primary contact for caregivers up until they go to training. - Occasionally communicate with providers and organizations to answer questions about the program. - Maintain a professional, empathetic, and supportive approach with caregivers. - CRM & Administrative Tasks - Document all interactions and update caregiver information in Salesforce and Regal. - Track follow-ups and ensure no caregiver inquiry goes unanswered. - Attend team meetings and collaborate cross-functionally with Nurses and Care Operations teams. - Process Improvement - Provide feedback on workflows and contribute ideas to improve intake and outreach processes. - Adapt quickly to changes as systems and processes evolve in a startup environment. THE REQUIREMENTS: - Fluent Spanish (native) - Advanced English proficiency (C1–C2) with clear spoken communication - 2+ years of experience in one of the following: - Customer Support - Call Center - Business Development - Client-facing roles (B2C) - Experience handling inbound and outbound phone calls - Experience in lead or managing a team is a strong plus - Strong communication and persuasion skills - Excellent attention to detail and organizational ability - Comfortable managing high call volumes - Tech-savvy and comfortable learning new systems - Reliable high-speed internet connection - College degree or equivalent professional experience - Nice-to-have: - 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 - Portuguese language familiarity (helpful but not required) 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 – full-time employees are eligible for an annual company performance bonus. - Comprehensive health coverage that works for you. We cover 90% of your premiums and 70% for your dependents, with multiple PPO plan options to choose from for medical, vision, dental, life, and short-term disability. - Generous paid time off. We provide policies that allow you to recharge along with 10 paid company 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. - 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 paid leave, so you can focus on bonding and adjusting to life as your family grows. 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.