Payer Authorization Operations Associate

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

As Abby Care continues to expand access to high-quality home care services, we're growing the teams that ensure families receive uninterrupted care. We're looking for a highly organized and customer-focused Document Collection Associate (Payer Authorization Operations Associate) to support our Payer Authorization Operations team.

Reporting to the Team Lead, you'll play a critical role in ensuring caregivers and families maintain active authorizations by collecting, reviewing, and submitting required documentation accurately and on time. You'll serve as a key point of contact for families, caregivers, and internal stakeholders while managing a high volume of calls and documentation in a fast-paced healthcare environment.

Success in this role requires exceptional attention to detail, strong organizational skills, excellent communication, and the ability to adapt quickly as payer requirements and internal processes evolve. If you're passionate about helping families navigate complex healthcare processes while ensuring operational excellence, we'd love to hear from you.

This is a Full-Time Remote opportunity.

WHAT YOU'LL WORK ON

OWN THE AUTHORIZATION DOCUMENTATION PROCESS

• Collect, review, validate, and track documentation required for payer authorizations and re-authorizations.
• Prepare and submit complete authorization packets before expiration to prevent interruptions in patient care.
• Ensure documentation meets Medicaid, Medicare, payer, and state-specific requirements.
• Maintain accurate documentation and records across internal systems.

SUPPORT FAMILIES AND CAREGIVERS

• Serve as a primary point of contact for families and caregivers regarding authorization status, documentation requirements, and benefit questions.
• Manage approximately 50–70 inbound and outbound calls daily while delivering a compassionate and professional customer experience.
• Respond to inquiries through phone, email, and text while ensuring timely follow-up.

DRIVE OPERATIONAL EXCELLENCE

• Monitor authorization timelines to proactively identify upcoming expirations and reduce authorization lapses.
• Prioritize competing requests while maintaining high accuracy and service levels.
• Identify documentation issues early and partner with internal teams to resolve them efficiently.

COLLABORATE CROSS-FUNCTIONALLY

• Partner closely with Onboarding, Credentialing, Family Support, Clinical Operations, and other internal teams to ensure complete and accurate documentation.
• Escalate complex authorization issues when appropriate while maintaining clear communication across stakeholders.
• Contribute to continuous process improvements that increase efficiency and reduce authorization delays.

WHAT SUCCESS LOOKS LIKE

In this role, you'll:

• Prevent authorization lapses through proactive documentation management and submission.
• Consistently maintain high accuracy while managing a large daily workload.
• Deliver exceptional customer experiences during every interaction.
• Build strong partnerships across cross-functional teams.
• Adapt quickly to changing payer requirements and operational processes.
• Identify opportunities to improve workflows and operational efficiency.

WHAT YOU'LL HAVE

REQUIRED QUALIFICATIONS

• 2+ years of experience in healthcare operations, healthcare administration, customer service, or administrative support.
• Experience managing prior authorizations, payer documentation, or healthcare operations.
• Proven success handling high-volume inbound and outbound calls in a fast-paced environment.
• Experience managing documentation with exceptional accuracy and attention to detail.
• Familiarity with HIPAA, Medicaid, Medicare, or healthcare documentation standards.
• Experience using CRM systems and collaboration tools such as Salesforce, Slack, Google Workspace, or similar platforms.
• Strong organizational and time-management skills with the ability to prioritize multiple competing deadlines.
• Excellent written and verbal English communication skills.

PREFERRED QUALIFICATIONS

• Previous experience supporting payer authorization or healthcare documentation workflows.
• Experience working in home healthcare, home care, or other healthcare organizations.
• Experience working in remote, cross-functional teams.

WHO YOU ARE

You are someone who:

• Thrives in fast-paced environments with changing priorities.
• Takes ownership of work and follows through without constant direction.
• Maintains exceptional attention to detail under pressure.
• Builds trust through empathy, professionalism, and clear communication.
• Works collaboratively across multiple teams.
• Proactively identifies issues before they become problems.
• Continuously looks for ways to improve processes and customer experiences.

SCHEDULE

• Full-Time
• Monday–Friday
• 9:00 AM – 5:00 PM Eastern Time

BENEFITS:

• 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.
• 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.

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?”

1. 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.

1. 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.

1. 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.

1. 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.

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.