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 a Document Collection Associate, you will play a critical role in helping families navigate the insurance approval process by collecting, reviewing, and tracking required documentation. You will serve as a key point of contact for families, healthcare providers, and insurance companies while ensuring documentation is accurate, complete, and compliant with Medicaid, Medicare, and state requirements. You are highly organized, detail-oriented, and energized by helping people through complex processes. You thrive in fast-paced environments, enjoy speaking with people throughout the day, and are comfortable managing a high volume of inbound and outbound calls while maintaining professionalism and empathy. You take ownership of follow-ups, communicate proactively, and consistently deliver a positive experience to families and external partners. This is a full-time remote opportunity open to candidates located in LATAM. WHAT YOU'LL WORK ON * Collect, review, and track required documentation from families and caregivers * Support the insurance approval process by obtaining and validating required documents * Manage a high volume of inbound and outbound calls with families, doctors' offices, and insurance companies (50–70 calls per day) * Guide families through documentation requirements and next steps * Ensure documentation is accurate, complete, and compliant with Medicaid, Medicare, and state regulations * Maintain organized records and monitor document expiration dates * Send timely follow-ups and reminders to families and external stakeholders * Communicate professionally via phone, email, and text * Collaborate with onboarding, credentialing, and family support teams * Escalate issues that may delay approvals or impact family onboarding WHAT SUCCESS LOOKS LIKE Within your first year, you will consistently maintain a high documentation completion rate while managing a high-volume workload with accuracy and efficiency. Families will experience a smooth documentation process, approval timelines will be reduced, and internal teams will rely on your organization and follow-through to keep cases moving forward. WHAT YOU'LL HAVE REQUIRED: * 2+ years of experience in customer service, administrative support, healthcare operations, or a related field * Fluent in English and Spanish * Experience handling high-volume inbound and outbound calls in a fast-paced environment * Strong organizational skills and exceptional attention to detail * Ability to manage multiple priorities and deadlines simultaneously * Excellent verbal and written communication skills * Professional, compassionate, and patient communication style * Familiarity with HIPAA requirements and confidentiality standards PREFERRED: * Experience with prior authorizations * Experience working in healthcare operations * Familiarity with Medicaid, Medicare, or healthcare documentation requirements * Experience using Salesforce, Slack, Google Drive, or similar systems * Experience working with document management or tracking systems SCHEDULE: * 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. * 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. 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?” 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.