Family Growth Associate (Intake Specialist)

As a Family Growth Associate, you'll be the first point of contact for caregivers who have already expressed interest in Abby Care. Your role is to guide them through the intake process, answer questions, build trust, and help them successfully begin their caregiving journey.

This is not a cold-calling role, you'll be speaking with warm leads who have already applied to Abby Care.

• Conduct inbound and outbound calls with caregivers who have applied to Abby Care.

• Guide caregivers through a detailed intake process lasting approximately 20–30 minutes.

• Clearly explain Abby Care's services and answer questions with confidence and empathy.

• Encourage and support caregivers who may be undecided about joining the program.

• Follow up with caregivers via phone, SMS, and email regarding missing information or next steps.

• Serve as the primary point of contact until caregivers transition to the next stage of onboarding.

• Provide exceptional customer service through every interaction.

• Build trust by maintaining a compassionate, professional, and patient approach.

• Document all caregiver interactions accurately in Salesforce and other internal systems.

• Maintain organized records and ensure timely follow-ups.

• Collaborate closely with Nurses, Care Operations, and other cross-functional teams to ensure a seamless caregiver experience.

• Share feedback on existing workflows and suggest process improvements.

• Adapt quickly as systems and processes evolve within a fast-growing startup environment.

• Handle approximately 60–80 calls per day, including scheduled intake calls, callbacks, follow-ups, and voicemails.

• Successfully complete caregiver intake appointments while maintaining exceptional customer experience.

• Keep accurate documentation and ensure no caregiver inquiry is left unresolved.

• Advanced English communication skills (C1–C2 level) with excellent spoken fluency.

• At least 5 years of experience in one or more of the following:

  • Customer Support

  • Call Center

  • Business Development

  • Client-facing (B2C) roles

• Minimum 5 years of experience handling both inbound and outbound phone calls.

• Experience using CRM platforms (Salesforce preferred but not required).

• Comfortable working in a high-volume phone environment.

• Strong organizational skills and attention to detail.

• Tech-savvy with the ability to quickly learn new systems.

• Experience using Salesforce, Dialpad, or other CRM and softphone systems.

• Experience in healthcare, home healthcare, or healthcare-related services.

• Experience working in a startup or rapidly changing environment.

We're looking for someone who is:

• An excellent communicator with a naturally engaging phone presence.

• Persuasive without being pushy.

• Empathetic and genuinely enjoys helping people.

• Highly organized and detail-oriented.

• Comfortable managing multiple follow-ups while maintaining quality.

• Adaptable and thrives in a fast-paced startup environment.

This is a phone-intensive role. Successful candidates should enjoy speaking with people throughout the day and possess exceptional verbal communication skills. Candidates must be confident conducting conversations entirely in English while providing a warm, professional, and empathetic customer experience.