Document Collection Associate

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.

Working Schedule: Monday to Friday, 9:00AM - 5:00PM Eastern Time (Full Time - Remote)

Help families access care by guiding them through important paperwork and phone support. You'll handle calls, answer questions, and make sure documents like IDs and health records are complete and compliant. You'll communicate with empathy across phone, text, and email, and work closely with internal teams to keep the process smooth and stress-free.

Key responsibilities:

• Collect, review, and accurately track required documentation from caregivers and families (e.g., IDs, certifications, health records).
• Conduct outbound calls and respond to inbound inquiries, providing clear guidance to families throughout the documentation process.
• Manage a high volume of daily phone interactions (60–70 calls), demonstrating professionalism, empathy, and efficiency.
• Verify that all documentation is accurate, complete, and compliant with state regulations and Medicaid/Medicare requirements.
• Communicate effectively and compassionately with families via phone, text, and email to ensure a supportive experience.
• Maintain well-organized records, monitor upcoming expirations, and send timely reminders to prevent lapses.
• Partner with onboarding, credentialing, and family support teams to ensure a seamless process for families and caregivers

The Requirements

• At least Associate or bachelor's degree of any healthcare-related field.
• Extensive experience in customer service, administrative support, or healthcare-related roles.
• Proven ability to manage high-volume inbound and outbound calls in a fast-paced environment.
• Strong organizational skills with exceptional attention to detail in document review and tracking.
• Clear, professional communication skills, both verbal and written.
• Proficiency with CRM systems, shared drives, and/or document management tools.
• Ability to handle multiple priorities, manage follow-ups, and consistently meet deadlines.
• Compassionate, patient, and empathetic approach when supporting families and caregivers.
• Familiarity with healthcare documentation, HIPAA, or Medicaid processes is a plus

• 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.

• 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.