Care Operations Associate

About Abby Care: Abby Care is building the leading AI-native platform for family-led care, directly addressing America’s growing home healthcare crisis. Millions of individuals require structured, high-quality care at home, and over 50 million family caregivers perform these vital tasks daily without the proper tools or recognition. By blending dedicated clinical oversight with our advanced AI platform, Abby Care trains, enables, and supports families to drive stronger healthcare outcomes and greater transparency. Backed by top-tier venture capital firms, we partner with leading health plans and government entities to redefine home-based clinical access across the nation.

Position Overview

We are seeking a highly organized, compassionate, and proactive Care Operations Associate to join our growing team under a permanent, full-time remote arrangement open exclusively to candidates based in the Philippines. Operating as a pivotal point of contact within our operations and growth ecosystem, you will step up to claim direct family onboarding support, compliance document verification, and cross-functional workflow coordination accountability. Shifting completely away from high-level clinical diagnosing, cold sales prospecting, or detached software engineering, you will run an active customer success, high-volume communications, and data verification laboratory—working hand-in-hand with our internal clinical, operations, and onboarding squads. This position requires an empathetic operator with 2+ years of experience who manages family lifecycles fluidly natively using Customer Support methodologies, coordinates critical regulatory documentation cleanly under HIPAA rules, and drives daily task resolutions confidently to minimize enrollment delays.

Key Responsibilities

• Family Support & Care Coordination: Act as the primary, empathetic point of contact for families via phone, email, and text, guiding them smoothly through specialized onboarding, training milestones, and care-related services natively utilizing Customer Support pathways.
• Documentation & Compliance Auditing: Collect, evaluate, and track critical caregiver onboarding files, ensuring all submissions remain fully accurate, complete, and compliant with external healthcare and regulatory bodies.
• Proactive Renewal Tracking: Monitor file expiration dates closely, systematically coordinating document renewals and profile updates ahead of deadlines to avoid care gaps.
• Cross-Functional Operations: Team up with internal onboarding, clinical, and support squads to facilitate rapid family admissions, actively resolving operational barriers that slow down service delivery.
• Community Engagement Support: Assist with organizing community educational programs, virtual events, and collaborative resource sharing to empower families throughout their journeys.
• Process Optimization: Contribute direct feedback and tactical recommendations to internal teams to improve platform workflow mechanics and elevate the user experience.

Required Skills & Qualifications

• A minimum of 2+ years of professional history in customer service, administrative support, healthcare operations, care coordination, or an adjacent user-facing sector.
• Mandatory Compliance Awareness: Solid, demonstrated familiarity with HIPAA standards and sensitive healthcare privacy regulations.
• Exceptional organizational skills, with a proven ability to manage multiple high-priority workflows, timelines, and follow-up sequences concurrently.
• Excellent verbal and written English communication skills, featuring a patient, professional, and empathetic tone.
• Demonstrated comfort handling high-volume inbound and outbound customer contact queues across phone and messaging networks.
• Location Context: Position operates under strict remote parameters open exclusively to qualified operational specialists operating within the Philippines .

Preferred Strategic Indicators (Nice to Have)

• Prior experience collecting medical documentations, navigating prior authorizations, or processing Medicaid onboarding requirements.
• Hands-on mastery of scalable enterprise software architectures, including CRM platforms (Salesforce), Google Workspace, Slack, or adjacent workflow software.
• An adaptable startup mindset that thrives in fast-paced, high-execution environments.

Schedule & Shift Alignment

• Fixed Schedule: Monday through Friday, operating on a dedicated US schedule from 9:00 AM – 5:00 PM Mountain Time (MT) . Candidates must ensure they can reliably commit to this shift layout from a remote home office.