annaautismcare - Family Access Coordinator

• Answer inbound calls during US Eastern business hours and return every voicemail and missed call promptly • Answer common questions about ANNA's services, locations, and what to expect as a new family • Support families who are newly diagnosed, anxious, or overwhelmed with patience, warmth, and clear next steps • ROUTING & HANDOFFS • Connect each caller to the right team, including intake for new families and evaluations, Clinical Directors for current families, and our billing and recruiting teams • Complete warm handoffs with full context so families tell their story once • Escalate urgent concerns immediately through ANNA's escalation protocol • DOCUMENTATION & PRIVACY • Log every interaction in our CRM with accurate, complete notes • Follow HIPAA and ANNA privacy policies on every call, including verifying caller identity • Use ANNA's AI-enabled tools to work faster and more accurately • CONTINUOUS IMPROVEMENT • Track call volume and top call reasons, and share what you learn with the operations team • Flag recurring questions that could be solved at the source • Bachelor's degree or equivalent work experience • 2+ years in a customer-facing phone role, ideally supporting US healthcare (patient access, medical call center, clinic front desk, or healthcare BPO) • Excellent spoken and written English, with a clear, warm phone presence for US callers • Experience working in a CRM or ticketing system • Availability to work full-time on US Eastern business hours (overnight Philippine time) • Your own reliable computer and headset, high-speed internet, backup power and connectivity, and a quiet, private workspace suitable for confidential health information • Strong judgment, organization, and follow-through in a high-volume environment • Working knowledge of US health insurance (commercial and Medicaid) and HIPAA • Experience in pediatric, behavioral health, autism, or developmental services • Experience with cloud phone systems (e.g., RingCentral, Dialpad, 8x8) • Comfort using AI tools in daily work • Conversational Spanish • If you don't meet every preferred qualification, we still encourage you to apply. • You are a warm, steady communicator who thrives in a fast-paced, high-volume phone environment. You are a natural problem-solver who is comfortable handling a wide range of calls, building trust with a family in a single conversation, and getting every caller to the right person quickly. You balance speed and accuracy with genuine empathy and are energized by making a stressful process feel simple for families. You are motivated by an opportunity to be the front door for a growing autism care organization and to help shape how families experience ANNA from their very first call. • OUR COMMITMENT TO INCLUSION