Family Care Associate Lead (Healthcare)

Location: Remote from San Salvador or the Philippines; support for U.S. Eastern Time business hours

Company

hirify.global is building an AI-powered healthcare platform that enables family caregivers to deliver high-quality care at home while helping health plans and government partners improve transparency and outcomes.

What you will do

• Manage a portfolio of families from onboarding through ongoing care, including training, assessments, documentation, and compliance milestones.
• Build trusted relationships through proactive communication and regular check-ins.
• Coach and mentor Family Care Associates, provide feedback, and support onboarding and training for new team members.
• Own complex family situations and escalated concerns, leading sensitive conversations and coordinating resolutions.
• Collaborate with Clinical, Scheduling, Operations, Payroll, Credentialing, and Leadership teams.
• Improve workflows, maintain SOPs and operational documentation, and lead initiatives that increase efficiency and service quality.

Requirements

• 5+ years of experience in customer success, account management, patient navigation, care coordination, case management, member services, healthcare operations, or family advocacy.
• 2+ years of leadership experience in a team lead, supervisor, SME, trainer, quality analyst, or similar player-coach role.
• Experience coaching and mentoring team members and managing ongoing customer, patient, or family relationships.
• Experience handling escalated customer or patient concerns and collaborating across multiple departments.
• Strong relationship-building, communication, organization, problem-solving, decision-making, and time-management skills.
• Ability to balance empathy with accountability, manage multiple priorities, learn new systems, and take ownership in an ambiguous environment.

Nice to have

• Healthcare experience supporting patients, caregivers, or families.
• Startup or high-growth company experience.
• Experience leading remote teams and developing SOPs, workflows, and operational documentation.
• Experience leading process-improvement initiatives and monitoring KPIs.

Culture & Benefits

• Remote full-time work supporting U.S. Eastern Time business hours.
• Competitive compensation with eligibility for an annual company performance bonus for global team members.
• 15 days of paid time off and 10 paid U.S. company holidays.
• Opportunities to build leadership skills while working with teams across U.S. markets.
• Values centered on family-first care, urgency with precision, resourcefulness, positivity, and challenging outdated healthcare systems.

Hiring process

• Employment is contingent on a background check, satisfactory references, and required documentation.
• Automated tools may assist with matching and ranking application materials, with final decisions reviewed by people.