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 LO…