Family Communication & Support

Serve as the primary point of contact for parents and caregivers inquiring about Already Autism Health's services via phone, email, text, and web inquiries.
Answer questions clearly and accurately about our programs, service offerings, the intake process, and current availability.
Listen with empathy, understand each family's needs, and guide them to the most appropriate next step.
Return calls and messages promptly, meeting established response-time standards.
Keep families informed at every stage, from initial inquiry through scheduling and start of services.
Recognize when a question requires clinical expertise and connect the family with the right team member.

Scheduling & Clinical Operations Coordination

Coordinate with the Clinical Operations team to confirm provider availability and schedule appointments, assessments, and ongoing sessions.
Communicate family preferences, constraints, and needs to Clinical Operations to support well-matched scheduling.
Confirm appointments with families and send reminders and pre-visit information.
Track open requests and waitlist status, and keep families updated on expected timelines.
Gather intake paperwork and expedite admissions process Client Scheduling Issues & Logistics
Resolve scheduling conflicts, cancellations, reschedules, and last-minute changes with professionalism and urgency.
Help families navigate logistics such as appointment locations, session times, required paperwork, and what to bring.
Identify recurring scheduling barriers and share feedback with Clinical Operations to improve the family experience.
Escalate complex or sensitive issues to leadership when appropriate.

Accurately document all family interactions, inquiries, and scheduling activity in the scheduling and/or practice management system.
Maintain confidentiality of all family and client information in compliance with HIPAA and company policy.
Support intake paperwork collection and follow up on missing information.
Perform other related duties as assigned.

Relevant education
1+ year of experience in customer service, patient access, front desk, intake, or a similar client-facing role.
Excellent verbal and written communication skills.
Strong ability to multitask, prioritize, and stay organized in a fast-paced environment.
Comfortable with computers, phone systems, email, and scheduling software.

Experience in healthcare, behavioral health, autism services, ABA, or pediatric settings.
Familiarity with EHR or practice management systems (e.g., CentralReach or similar).

Warm and compassionate. You understand that families reaching out may be overwhelmed, and you meet them with patience and kindness.
Energetic and positive. You bring enthusiasm to every conversation and help create a welcoming first impression.
An excellent communicator. You explain things simply, listen carefully, and keep everyone in the loop.
A skilled multitasker. You can manage calls, messages, and schedule changes at once without letting anything slip.
A problem-solver. You take ownership of issues and see them through to resolution.
A team player. You collaborate closely with Clinical Operations and colleagues to put families first.