Family Growth Associate – Lead

🔥 1 minute ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟠 Senior

📈 Growth Marketing

👻 Ghost score 10%

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Abby Care

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

📦 Logistics

💼 Consulting

Healthcare • Logistics • Consulting

Abby Care is a service that helps families get paid for providing in-home care to loved ones with disabilities or special needs. The organization trains and certifies family caregivers at no cost, manages hiring and payroll, navigates Medicaid and insurance paperwork to secure payment, and provides a purpose-built platform, clinical support, and community resources. Abby Care operates in multiple U. S. states and focuses on enabling high-quality, compensated family caregiving through partnerships with insurers and Medicaid programs.

📋 Description

• Lead, manage, mentor, and support a team of 3 Document Collection Associates • Conduct regular 1:1s and set performance expectations for turnaround times and quality • Build an accountable team culture • Oversee collection, quality review, and distribution of patient records, including ROI, medical records, treatment plans, and diagnostic reports • Complete and oversee Medicaid and waiver eligibility checks through Colorado Medicaid systems • Conduct outbound calls, emails, and faxes to healthcare facilities and families • Explain documentation requirements and help families overcome documentation barriers • Serve 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 • Track productivity, turnaround time, and accuracy metrics using Salesforce dashboards • Identify bottlenecks, update SOPs, and implement workflow solutions • Partner with Growth Nurses, Intake, Care Delivery, and post-intake teams to ensure seamless handoffs and pipeline continuity • Build operational knowledge of Colorado Growth Operations workflows and state-specific programs • Resolve complex document escalations independently • Establish coaching rhythms and ensure productivity, turnaround time, and quality standards • Execute process improvements that reduce documentation delays or enhance the family experience

🎯 Requirements

• 3+ years of team leadership/supervisory experience with small teams in a frontline operational, player-coach role • Healthcare operations experience involving medical records, QA, compliance, HIPAA guidelines, credentialing, prior authorization, or Medicaid/Medicare workflows • Experience managing team performance through KPIs, dashboards, and reports • Salesforce experience preferred • Excellent written and verbal English communication skills • Ability to communicate empathetically with families and professionally with healthcare providers • Track record of identifying operational gaps, creating SOPs, and implementing solutions proactively • Ability to work full-time during US Mountain Time hours (9:00 AM–5:00 PM MT) • Ability to work from the Philippines or Latin America • Reliable internet access • Successful completion of a background check • Satisfactory references • Any required documentation • Bilingual Spanish/English capabilities are a plus • Experience in high-growth, BPO, or startup environments is a plus

🏖️ Benefits

• Annual company performance bonus eligibility for global team members • 15 days of paid time off • 10 paid company US holidays • Growth opportunities to build leadership skills • Remote work arrangement • Reliable internet access support implied as a work requirement, not a benefit