Care Documentation & Authorization Specialist

Abby Care; Boston; Hybrid; PHP 2,774,000 - 4,007,000; Full time

Benefits offered by this job

Competitive compensation packages

Comprehensive health coverage (medical

Generous paid time off

Financial savings benefits (HSA, FSA)

Paid parental leave

Job summary

Abby Care in Boston, MA is hiring a Documentation & Prior Authorization Coordinator to collect, verify, and track documents to onboard families and keep cases compliant. You will communicate with families and provider offices by phone, fax, text, and email to guide them through the process and keep AbbyOS and Salesforce V3 records current.

This is a full-time hybrid role based in Boston, requiring attention to detail, HIPAA awareness, and the ability to handle a high volume of daily calls with

Qualifications

• 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.

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.

Skills

Customer service

Healthcare operations

Patient advocacy

Insurance coordination

HIPAA knowledge

High-volume calls

Attention to detail

Communication

Organization

Process improvement

Empathy

Tools

Salesforce V3

Job description

Abby Care in Boston, MA is hiring a Documentation & Prior Authorization Coordinator to collect, verify, and track documents to onboard families and keep cases compliant. You will communicate with families and provider offices by phone, fax, text, and email to guide them through the process and keep AbbyOS and Salesforce V3 records current.

This is a full-time hybrid role based in Boston, requiring attention to detail, HIPAA awareness, and the ability to handle a high volume of daily calls with