Family Access Coordinator

ANNA Autism Care

Family Access Coordinator

Remote (Philippines) | Full-time, US Eastern business hours (overnight Philippine time) | Operations

$16,000 to $26,000 USD annually (approx. ₱1,003,000 to ₱1,630,000), based on experience and skills

About ANNA

ANNA (Allied Network for Neurodevelopmental Advancement) is a mission-driven organization building a medical home for young autistic children and their families. We provide diagnostic evaluations, naturalistic and neurodiversity-affirming NDBI therapy (a play-based, developmentally informed form of ABA), speech-language therapy, occupational therapy, and care coordination. We have a growing network of centers across Massachusetts and Missouri, and we are looking for a warm, reliable communicator to be the first voice families hear when they reach out to us.

Position Overview

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. Many callers are parents who have just learned their child is autistic, and that first conversation shapes how they feel about ANNA and the road ahead.

Success in this role will be measured by call responsiveness, routing accuracy, documentation quality, privacy compliance, and the experience families have on every call.

Compensation & Engagement

Base pay: $16,000 to $26,000 USD annually (approx. ₱1,003,000 to ₱1,630,000), based on experience and skills

Health benefit: $500 USD (approx. ₱31,350) annual allowance to purchase the coverage of your choice

Flexible time off

Full-time, engaged through ANNA's contractor of record

Professional development and a path to broader operations roles

Supportive leadership and collaborative team culture

What You'll Do

Call Handling & Family Experience

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

Qualifications

Required

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

Preferred

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

If you don't meet every preferred qualification, we still encourage you to apply.

Ideal Candidate

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

ANNA is an equal opportunity employer. We celebrate diversity and are committed to an inclusive environment where all team members can thrive. We welcome candidates of all backgrounds and experiences.

Learn more about us: annaautismcare.com/about-us

Remote (Philippines), full-time on US Eastern business hours.

ANNA is an equal opportunity employer. We're committed to creating a diverse, inclusive, and supportive workplace. All qualified applicants receive consideration for employment without regard to race, color, national origin, age, disability, religion, sex (including pregnancy, sexual orientation, and gender identity), or any other characteristic protected by law. If you're passionate about our mission but don't meet every qualification listed, we still encourage you to apply. Your unique perspective might be exactly what we need."