Document Collection Associate

About Abby Care

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.

The role

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

Support families and caregivers by collecting and verifying documents like IDs and health records. Make and receive calls to guide them through the process. Ensure everything is accurate and compliant, track expirations, and send reminders. Work closely with onboarding and support teams to keep things smooth and organized.

Key Responsibilities

• Collect, review, and track required documentation from caregivers and families (e.g., IDs, certifications, health records).
• Make outbound calls and respond to inbound inquiries to guide families through the documentation process.
• Handle a high volume of phone interactions daily (50-70 calls) while maintaining professionalism, empathy, and efficiency.
• Ensure all documents are accurate, complete, and compliant with state and Medicaid/Medicare regulations.
• Communicate clearly and compassionately with families via phone, text, and email.
• Maintain organized records and track expiring documents, sending timely reminders.
• Collaborate with onboarding, credentialing, and family support teams to deliver a smooth experience.
  
  

• Associate or Bachelor’s degree in a healthcare-related field
• Experience in customer service, administrative support, or healthcare operations
• Prior authorization experience and healthcare industry exposure preferred
• Experience in patient advocacy, insurance coordination, or similar healthcare support roles
• Knowledge of medical and insurance authorization terminology
• Familiarity with HIPAA, Medicaid, and healthcare documentation standards
• Ability to manage high-volume inbound and outbound calls in a fast-paced environment
• Strong attention to detail and organizational skills for accurate documentation review
• Experience with CRM systems, reporting tools, shared drives, and document tracking systems
• Ability to perform repetitive tasks accurately while meeting deadlines
• Strong process improvement mindset and operational efficiency focus
• Excellent verbal and written communication skills
• Compassionate and professional when working with patients, families, and caregivers
  
  

• 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.