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 newly diagnosed, anxious, or overwhelmed families with patience, warmth, and clear next steps
• Connect callers to the right team, including intake, Clinical Directors, billing, and recruiting
• Complete warm handoffs with full context
• Escalate urgent concerns through ANNA's escalation protocol
• Log every interaction in the CRM with accurate, complete notes
• Follow HIPAA and ANNA privacy policies, including verifying caller identity
• Use ANNA's AI-enabled tools
• Track call volume and top call reasons and share findings 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
• 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
• Quiet, private workspace suitable for confidential health information
• Strong judgment, organization, and follow-through in a high-volume environment
• Preferred: Experience with Salesforce or Lumary
• Preferred: Working knowledge of US health insurance (commercial and Medicaid) and HIPAA
• Preferred: Experience in pediatric, behavioral health, autism, or developmental services
• Preferred: Experience with cloud phone systems such as RingCentral, Dialpad, or 8x8
• Preferred: Comfort using AI tools in daily work
• Preferred: Conversational Spanish

• $500 USD annual health benefit 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