Family Care Associate Lead

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Oversee a designated portfolio of families from the onboarding phase to ongoing care.

• Establish trusted relationships through proactive and compassionate communication.

• Assist families throughout the onboarding process, training, assessments, documentation, and compliance milestones.

• Conduct regular check-ins to ensure families remain engaged and supported.

• Set clear expectations while providing an exceptional customer experience.

• Coach and mentor Family Care Associates.

• Offer feedback and support for performance and professional development.

• Aid in the onboarding and training of new team members.

• Act as the primary resource for complex inquiries and operational guidance.

• Manage complex family situations and escalated issues.

• Facilitate sensitive conversations and collaborate with internal teams to resolve challenges.

• Keep families updated with timely information.

• Work in partnership with Clinical, Scheduling, Operations, Payroll, Credentialing, and Leadership teams.

• Ensure that onboarding, documentation, assessments, and compliance activities are executed accurately and punctually.

• Maintain precise records and operational documentation.

• Identify opportunities for workflow and family-experience enhancements.

• Develop and uphold SOPs, operational documentation, and best practices.

• Lead operational initiatives aimed at enhancing efficiency, scalability, and service quality.

• Eliminate operational bottlenecks and propose process improvements.

⛳️ Requirements

• Minimum of 5 years of experience in Customer Success, Account Management, Patient Navigation, Care Coordination, Case Management, Member Services, Healthcare Operations, or Family Advocacy.

• At least 2 years of leadership experience in roles such as Team Lead, Supervisor, Subject Matter Expert, Trainer, Quality Analyst, or similar player-coach position.

• Proven experience in coaching and mentoring team members.

• Experience in managing ongoing relationships with customers, patients, or families.

• Skilled in addressing escalated customer or patient concerns.

• Healthcare experience supporting patients, caregivers, or families is preferred.

• Experience in startup or high-growth companies is preferred.

• Proven experience in leading remote teams is preferred.

• Familiarity with developing SOPs, workflows, and operational documentation is preferred.

• Experience in leading process improvement initiatives is preferred.

• Ability to collaborate across multiple departments is preferred.

• Experience in monitoring KPIs and coaching for performance improvement is preferred.

• Exceptional relationship-building and communication skills.

• Strong coaching and leadership capabilities.

• Excellent organizational and time management abilities.

• Capacity 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 excels in ambiguity and takes ownership of tasks.

• Comfortable with learning new systems and technologies.

• Employment is contingent upon successful completion of a background check, satisfactory references, and any required documentation.

🏝️ Benefits

• Competitive compensation packages.

• Annual company performance bonus for global team members.

• 15 days of paid time off.

• 10 paid company US holidays.

• Opportunities for growth to build leadership skills.