Care Operations Associate

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 Role: We are looking for a high-empathy, execution-focused Care Operations Associate to serve as the primary operational anchor for families navigating our paid family caregiving platform. This role will be hybrid from our Braintree, Massachusetts office location. Reporting to the Regional Operations Lead, you will guide family caregivers from initial intake through training, onboarding, and ongoing care delivery. The ideal candidate possesses exceptional high-EQ, thrives in a fast-paced startup environment, and can effortlessly manage high-volume administrative workflows while providing a compassionate, "families-first" experience. You will translate complex state Medicaid enrollment requirements into seamless, stress-free steps for the families we serve. About you: Deeply action oriented, you excel in fast paced, dynamic environments. If you are excited about the opportunity to build something important and truly make an impact where it matters most, we’d love to hear from you. Key Responsibilities: Caregiver Onboarding & Care Coordination Own the end-to-end creation and assembly of caregiver Approval Packages; proactively collaborate with the clinical team to navigate next-steps and communication workflows if a package is denied by state payers. Operational Compliance Management Coordinate the collection, verification, and tracking of critical employment documentation, state-mandated background checks, and Electronic Visit Verification (EVV) setups. Cross-Functional Collaboration Partner closely with our Clinical and Nursing teams to ensure family training schedules, care plans, and administrative documentation perfectly align with state Medicaid guidelines. Coordinate directly with internal Nursing Leads to align and schedule Start of Care (SOC) assessments for family caregivers. Data Integrity & Workflow Optimization Maintain meticulous records within our CRM/platform to track onboarding KPIs, identify operational bottlenecks, and actively suggest tech-enabled workflow improvements. Incident Resolution & Support Serve as the first line of contact for operational troubleshooting, resolving compliance gaps, payroll documentation errors, or platform utilization issues with urgency and precision. The Requirements Bachelor’s degree in Healthcare Administration, Business Operations, Public Health, or a related field preferred. Minimum of 1+ years of experience in a fast-paced tech startup, customer operations, or high-volume account coordination environment. Familiarity with Medicaid, Home Health Agency (HHA) basic documentation standards, or Electronic Visit Verification (EVV) platforms is preferred. Tech-forward mindset with experience utilizing modern CRMs, ticketing systems, or electronic health records (EHR). High emotional intelligence (EQ), exceptional organization skills, and a true passion for mission-driven work. 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. 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 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. 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.