Family Care Navigator & Scheduling Specialist

Outsource Philippines; San Pedro; On-site; PHP 223,000 - 391,000; Full time

Job summary

Outsource Philippines is seeking a dedicated Scheduling & Clinical Operations Coordinator to serve as the main contact for families, handle inquiries, and guide them through intake and scheduling processes in a fast-paced healthcare environment.

You will coordinate with Clinical Operations to confirm provider availability, manage appointments, reminders, and documentation while maintaining HIPAA compliance and excellent family communication.

Qualifications

• 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.

Responsibilities

• 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.
• 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.

Skills

Customer service

Excellent communication

Multitasking

Fast-paced environment

Education

Relevant education

Tools

Scheduling software

Job description

Outsource Philippines is seeking a dedicated Scheduling & Clinical Operations Coordinator to serve as the main contact for families, handle inquiries, and guide them through intake and scheduling processes in a fast-paced healthcare environment.

You will coordinate with Clinical Operations to confirm provider availability, manage appointments, reminders, and documentation while maintaining HIPAA compliance and excellent family communication.