Documentation & Prior Authorization Coordinator

About Abby Care

Abby Care is building the leading AI-native platform for family-led care. America is facing a growing care crisis, with millions more people needing care at home than ever before. 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 and are building that future.

Responsibilities

• Communicate clearly and compassionately with families via phone, text, and email
• Collect, review, and track required documentation from caregivers and families (e.g., IDs, certifications, health records, LMNs, etc.)
• Ensure all documents are accurate, complete, and compliant with state and Medicaid/Medicare regulations
• Maintain organized records and track expiring documents, sending timely reminders
• Make outbound calls and respond to inbound inquiries to guide families and provider offices through the documentation process, following Abby Care's standard call scripts
• Handle a high volume of phone interactions daily (50 to 70 calls) while maintaining professionalism, empathy, and efficiency
• Collaborate with onboarding, credentialing, and family support teams to deliver a smooth experience
• Maintain confidentiality of all patient and caregiver information in line with HIPAA and Abby Care data handling policy

Requirements

• Experience in customer service, administrative support, or healthcare operations
• Experience in patient advocacy, insurance coordination, or similar healthcare support roles
• Familiarity with HIPAA, Medicaid, and healthcare documentation standards
• Ability to manage high-volume inbound and outbound calls in a fast-paced environment
• Strong attention to detail and organizational skills, particularly for cross-checking hours and dates across multiple documents
• Ability to perform repetitive tasks accurately while meeting deadlines
• Strong process improvement mindset and operational efficiency focus
• Excellent verbal and written communication skills
• Compassionate and professional when working with patients, families, and caregivers

Skills

• Prior authorization experience and healthcare industry exposure preferred
• Experience with Salesforce V3 and fax-based document workflows
• Spanish fluency preferred, given the population served
• Associate or Bachelor's degree in a healthcare-related field
• Knowledge of medical and insurance authorization terminology

Benefits

• Competitive compensation packages that reflect the value you bring
• Comprehensive health coverage (medical, dental, and vision options), including a $0 deductible PPO and a company-funded HSA
• Employer-paid life and disability insurance
• Generous paid time off plus 10 paid company holidays
• Financial savings benefits: HSA contributions, optional FSA and commuter benefits, and full coverage of all 401(k) account fees (employer match not currently offered)
• Up to 10 weeks of paid parental leave based on tenure

Pay

Compensation Range: $60,000 - $70,000

Schedule

Full-Time Hybrid opportunity based in Boston, MA.