Family Onboarding Coordinator

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: Abby Care is at an exciting inflection point; since 2022 we have grown to support family caregivers in 8 markets nationally, and we're thrilled to launch Abby Care in the greater Phoenix market and are building the founding team. Critical to our success is hiring for a founding Family Onboarding Coordinator to help us grow our presence and deliver on our mission - helping families find Abby Care. As our Family Onboarding Coordinator, you will function as the key point of contact for our family caregivers & patients from their first call through their start of care, representing Abby Care with every touchpoint. You'll answer questions with patience, walk caregivers through intake and documentation, coordinate training, and facilitate a smooth handoff to our nursing and engagement teams. At launch you'll handle both inbound and outbound outreach, because we don't have a separate sales team. Most of your day is on the phone with people who are hopeful and doing something hard for someone they love. A true builder, you’re energized by being part of a founding team, setting the bar for high touch, caring hospitality. Highly organized, you enjoy putting in place the processes and systems that support our caregiver’s success. You’re a people person, and can relate easily across all communities and cultures, and enjoy being the source of truth for our clients. You’re not afraid to roll up your sleeves, and want to be part of a founding team that is setting the standards for care in the market. If you’re excited to be part of a small but mighty team that is on a mission to change family caregiving in a fundamentally human centered and tech enabled capacity, we’d love to hear from you! This is a Full-Time onsite opportunity based in the Phoenix area. What you’ll work on: - Be the One Person: Be a family's single point of contact from the first call through the start of care. - Reach Families Fast: Reach every referred family quickly, aiming for within 24 hours, by phone and text, and keep trying until you connect. - Run Intake: Walk families through intake by phone or a self-serve link. The family chooses, and you stay with them either way. - Handle the Paperwork: Chase documents, coordinate the background check, records, and forms, and keep families moving. - Coordinate Training: Keep the family caregiver on track through training, and nudge when something stalls. - Schedule the Start of Care: Schedule the visit and run the kickoff call with our engagement manager and RN, so the handoff is warm. - Keep Partners Informed: Update case managers and providers, through the case management coordinator, at the right moments. - Track Everything: Log every conversation in our CRM the same day. What you’ll have: - 2+ years in home care or home health intake or admissions, care coordination, or another high-touch service role. - Warmth and patience. You can handle emotional conversations and stay calm and kind. - Phone-first. You're confident on calls, and you can follow a script and know when to drop it. - Comfort with a CRM like Salesforce, and with juggling many families at once without dropping anyone. - A founding mindset: you have helped build a process or a team in the early days, and you liked it. - Spanish is a plus. BENEFITS: - Competitive compensation packages that reflect the value you bring. We reward our team for the impact of their work. - 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 up to 10 weeks of paid parental leave based on tenure, so you can focus on bonding and adjusting to life as your family grows. 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. Equal Opportunity Employer Abby Care is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, sexual orientation, age, disability, veteran status, or any other legally protected basis. If you have a disability and require reasonable accommodation during any portion of the application or hiring process, contact talent@abbycare.org. Abby Care considers qualified applicants with arrest or conviction records for employment and conducts background checks consistent with applicable law, including the California, Los Angeles County, San Francisco, Philadelphia, and New York City Fair Chance laws. We are an E-Verify participating company. 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.