Family Onboarding Coordinator
Abby Care
Summary
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.
Job description
The Opportunity
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.
What you'll work on
- Be a family's single point of contact from the first call through the start of care.
- Reach every referred family quickly, aiming for within 24 hours, by phone and text, and keep trying until you connect.
- Walk families through intake by phone or a self-serve link.
- Chase documents, coordinate the background check, records, and forms, and keep families moving.
- Keep the family caregiver on track through training, and nudge when something stalls.
- Schedule the visit and run the kickoff call with our engagement manager and RN, so the handoff is warm.
- Update case managers and providers, through the case management coordinator, at the right moments.
- 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.
Requirements
- 2+ years in home care or home health intake or admissions, care coordination, or another high-touch service role
- Warmth and patience to handle emotional conversations
- Confident on phone calls and able to follow a script
- Comfort with a CRM like Salesforce
- Ability to juggle many families at once without dropping anyone
- Founding mindset: helped build a process or team in early days
- Spanish is a plus
Benefits
- Health Insurance
- Dental Insurance
- Vision Insurance
- HSA Contributions
- Life Insurance
- Disability Insurance
- Paid Time Off
- 10 Paid Company Holidays
- FSA
- Commuter Benefits
- 401(k) Account Fee Coverage
- Paid Parental Leave
Company overview
Abby Care is a home health care services provider specializing in delivering personalized medical and non-medical care to patients in the comfort of their own homes. The company focuses on providing comprehensive care solutions for individuals requiring assistance with daily living activities, chronic condition management, post-operative recovery, and long-term care needs. Abby Care's services typically include skilled nursing care, physical therapy, occupational therapy, speech therapy, medical social services, and home health aide assistance. As a home healthcare provider, the company plays a crucial role in the healthcare continuum by enabling patients to receive quality medical care while maintaining their independence and familiar home environment. Abby Care operates within the growing home healthcare sector, which has seen significant expansion due to aging populations, increased preference for home-based care, and advancements in telehealth technologies. The company's mission centers on improving patient outcomes, reducing hospital readmissions, and enhancing quality of life through compassionate, professional home care services.