Family Access Coordinator

The role

The Family Access Coordinator acts as the first point of contact for families, referral partners, insurance companies, applicants, and vendors. You will answer calls, route callers to the correct teams, and document interactions in a CRM.

What you will do

• Answer inbound calls during US Eastern business hours
• Return every voicemail and missed call promptly
• Answer common questions about services, locations, and what to expect
• Support families who are newly diagnosed, anxious, or overwhelmed
• Connect callers to the right team including intake, Clinical Directors, billing, and recruiting
• Complete warm handoffs with full context
• Escalate urgent concerns through escalation protocol
• Log every interaction in CRM with accurate, complete notes
• Follow HIPAA and ANNA privacy policies
• Track call volume and top call reasons to share with operations

Required qualifications

• Bachelor's degree or equivalent work experience
• 2+ years in a customer-facing phone role
• Excellent spoken and written English
• Experience working in a CRM or ticketing system
• Availability to work full-time on US Eastern business hours (overnight Philippine time)
• Own reliable computer and headset
• High-speed internet
• Backup power and connectivity
• Quiet, private workspace suitable for confidential health information
• Strong judgment, organization, and follow-through

Nice to have

• Experience with Salesforce or Lumary
• 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

Benefits

• Health benefit: $500 USD annual allowance to purchase coverage of your choice
• Flexible time off
• Professional development and a path to broader operations roles
• Supportive leadership and collaborative team culture

About the company

ANNA (Allied Network for Neurodevelopmental Advancement) is a mission-driven organization building a medical home for young autistic children and their families. They provide diagnostic evaluations, therapy, and care coordination through a growing network of centers.