Family Care Associate Lead

About the role

This role involves supporting families receiving care and guiding a team of Family Care Associates. You will manage your own family portfolio while also coaching team members to provide excellent service. This position requires balancing direct family support with team leadership in a fast-paced healthcare setting.

Key facts

What you'll do

• Manage a group of families from their initial onboarding through ongoing care.
• Build trust with families through regular and empathetic communication.
• Guide families through all necessary steps, including training, assessments, and compliance.
• Conduct regular check-ins to ensure families remain engaged and supported.
• Coach and mentor Family Care Associates to improve their communication and problem-solving skills.
• Provide regular feedback to support team performance and professional growth.
• Assist with the onboarding and training of new team members.
• Serve as the main point of contact for complex questions and operational guidance.
• Take ownership of the most complex family situations and escalated concerns.
• Lead sensitive conversations with professionalism and confidence.
• Work with internal teams to resolve issues efficiently.
• Keep families informed with timely updates.
• Collaborate with Clinical, Scheduling, Operations, Payroll, Credentialing, and Leadership teams.
• Ensure all onboarding, documentation, and compliance activities are completed accurately and on time.
• Maintain precise records and operational documentation.
• Identify ways to improve workflows and the family experience.
• Develop and maintain standard operating procedures and best practices.
• Lead small operational projects to improve efficiency and service quality.
• Help remove operational obstacles and suggest long-term process improvements.

Requirements

• 5+ years of experience in one or more of these areas: Customer Success, Account Management, Patient Navigation, Care Coordination, Case Management, Member Services, Healthcare Operations, or Family Advocacy.
• 2+ years of leadership experience as a Team Lead, Supervisor, Subject Matter Expert (SME), Trainer, Quality Analyst, or a similar player-coach role.
• Experience coaching and mentoring team members.
• Experience managing ongoing customer, patient, or family relationships.
• Experience handling escalated customer or patient concerns.

Nice to have

• Healthcare experience supporting patients, caregivers, or families.
• Experience in a startup or high-growth company.
• Experience leading remote teams.
• Experience developing standard operating procedures, workflows, and operational documentation.
• Experience leading process improvement initiatives.
• Experience collaborating across multiple departments.
• Experience monitoring key performance indicators and coaching for improvement.

Skills & tools

-- Excellent organization and time management skills.

• Exceptional relationship-building and communication skills.
• Strong coaching and leadership abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and decision-making skills.
• High emotional intelligence with the ability to balance empathy and accountability.
• Self-starter who thrives in ambiguity and takes ownership.
• Comfortable learning new systems and technologies.

Practical notes

This is a remote position supporting U.S. Eastern Time business hours. Benefits include 15 days of paid time off, 10 paid U.S. company holidays, and a company-issued laptop. Employment is subject to a background check and satisfactory references.