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, buil