Family Access Coordinator

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Respond to incoming calls during business hours in the US Eastern time zone and promptly return all voicemails and missed calls.

• Address frequently asked questions regarding ANNA's services, locations, and what new families can expect.

• Assist newly diagnosed, anxious, or overwhelmed families with compassion, patience, and clear guidance on next steps.

• Connect callers to the appropriate teams, including intake, Clinical Directors, billing, and recruiting.

• Conduct warm handoffs with all necessary context.

• Elevate urgent issues following ANNA's escalation procedures.

• Record each interaction in the CRM, ensuring notes are accurate and comprehensive.

• Adhere to HIPAA and ANNA privacy policies, including verifying the identity of callers.

• Utilize ANNA's AI-driven tools.

• Monitor call volumes and the most common reasons for calls, sharing insights with the operations team.

• Identify recurring questions that could be resolved at the source.

⛳️ Requirements

• Bachelor’s degree or equivalent relevant experience.

• Minimum of 2 years in a customer-facing phone position, preferably within the US healthcare sector.

• Exceptional verbal and written English skills, with a friendly and clear phone demeanor for US clients.

• Experience with a CRM or ticketing system.

• Must be available to work full-time during US Eastern business hours (overnight in Philippine time).

• Possess a reliable computer and headset.

• High-speed internet connection is required.

• Access to backup power and internet connectivity.

• A quiet and private workspace suitable for handling confidential health information.

• Strong judgment, organizational skills, and ability to follow through in a fast-paced environment.

• Preferred: Familiarity with Salesforce or Lumary.

• Preferred: Knowledge of US health insurance (commercial and Medicaid) and HIPAA regulations.

• Preferred: Experience in pediatric, behavioral health, autism, or developmental services.

• Preferred: Familiarity with cloud-based phone systems such as RingCentral, Dialpad, or 8x8.

• Preferred: Comfort in utilizing AI tools in daily tasks.

• Preferred: Conversational proficiency in Spanish.

🏝️ Benefits

• $500 USD annual health benefit allowance for the purchase of coverage of your choice.

• Flexible time off.

• Opportunities for professional development and pathways to broader operations roles.

• A supportive leadership team and a collaborative team culture.