Family Access Coordinator

ANNA (Allied Network for Neurodevelopmental Advancement) is a mission-driven organization building a medical home for young autistic children and their families. The Family Access Coordinator is ANNA's front door. You will answer calls from families, referral partners, insurance companies, applicants, and vendors, understand what each caller needs, and connect them to the right ANNA team quickly and accurately. Success in this role will be measured by call responsiveness, routing accuracy, documentation quality, privacy compliance, and the experience families have on every call.

Responsibilities

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; Connect each caller to the right team, including intake for new families and evaluations, Clinical Directors for current families, and 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; Log every interaction in the 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; Track call volume and top call reasons, and share insights with the operations team; Flag recurring questions that could be solved at the source

Requirements

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); 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

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 (approx. ₱31,350) annual allowance to purchase the coverage of your choice; Flexible time off; Professional development and a path to broader operations roles; Supportive leadership and collaborative team culture