Family Growth Associate Lead

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 Opportunity

We are looking for a hands-on Team Lead, Family Growth Associate (FGA Lead) to drive the document collection function within our Colorado Growth Operations team. Sitting at the intersection of leadership and execution, this player-coach role combines direct people management, healthcare documentation operations, family/provider communication, and process improvement.

You will directly lead a team responsible for helping families navigate their enrollment journey by ensuring medical records, Medicaid/waiver documentation, and required paperwork are collected, verified, and routed accurately and on time. If you thrive in a fast-paced environment, love solving complex operational bottlenecks, and enjoy coaching a frontline team to success, we’d love to hear from you!

What You'll Work On

• Lead & Coach the Team: Manage, mentor, and support a team of 3 Document Collection Associates. Conduct regular 1:1s, set performance expectations around turnaround times and quality, and build an accountable team culture.

• Manage End-to-End Documentation: Oversee the collection, quality review, and distribution of patient records (ROI, medical records, treatment plans, diagnostic reports). Complete and oversee Medicaid and waiver eligibility checks through Colorado Medicaid systems.

• Engage Families & Providers: Conduct outbound calls, emails, and faxes to healthcare facilities and families. Explain requirements with empathy and urgency, helping families remove documentation barriers.

• Resolve Escalations: Act as the primary escalation point for complex, delayed, or stuck cases. Investigate root causes in Salesforce and collaborate across teams to expedite aging pipeline cases.

• Drive Performance & Process Improvement: Track team metrics (productivity, turnaround time, accuracy) using Salesforce dashboards. Identify bottlenecks, update SOPs, and implement practical workflow solutions to optimize operational efficiency.

• Cross-Functional Collaboration: Partner closely with Growth Nurses, Intake, Care Delivery, and post-intake teams to ensure seamless handoffs and pipeline continuity.

What Success Looks Like

Within your first 90 days, you will:

• Build deep operational knowledge of Colorado Growth Operations workflows and state-specific programs.

• Master the resolution of complex document escalations independently.

• Establish clear coaching rhythms, ensuring your team meets all productivity, turnaround time, and quality standards.

• Identify and execute at least one meaningful process improvement that reduces documentation delays or enhances the family experience.

What You'll Have

• 3+ years of team leadership/supervisory experience of small teams in a frontline operational, player-coach role.

• Healthcare Operations Expertise: Background handling medical records, QA, compliance, HIPAA guidelines, credentialing, prior authorization, or Medicaid/Medicare workflows.

• Data-Driven & Systems Mindset: Experience managing team performance through KPIs, dashboards, and reports (Salesforce experience preferred).

• Strong Communication Skills: Excellent written and verbal English communication skills, with the ability to converse empathetically with families and professionally with healthcare providers.

• Problem-Solving Ownership: A track record of identifying operational gaps, creating SOPs, and implementing solutions proactively.

• Schedule & Location: Ability to work full-time during US Mountain Time hours (9:00 AM–5:00 PM MT) from Philippines or Latin America with reliable internet access.

• Bilingual (Spanish/English) capabilities and experience in high-growth, BPO, or startup environments are a plus.

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.

• 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.

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.

Automated Decision Tools

Abby Care may use automated decision tools to help match and rank candidate work experience, education and skills found in online profiles, resumes and job applications against job requirements. We believe that these tools help ensure objective, data-based decisions during the hiring process, however, all Abby Care hiring decisions involve final human review and input. If you have questions or would like to request an alternative process, contact talent@abbycare.org.