Support Specialist

MISSION:

TheSupport Specialistplays a critical role in delivering exceptional service by ensuringaccurate efficient and utilization-focused scheduling that supports clients families and clinical teams. This role upholds ACES values of empathy care and fun while driving operational excellence and supporting organizational growth.

SUMMARY:

The Support Specialist serves as a key point of contact for incoming calls to ACES main line. This roleis responsible forreceiving and accurately documenting same day schedule changes cancellations and late reports and ensuringtimelycommunicationtotheappropriate internalteams. The Support Specialist alsoassiststhe clinical team with timestamp requests and general scheduling inquiries while providinga high levelof customer service to both families and staff. day schedule changes cancellations and late reports and ensuringtimelycommunication to theappropriate internalteams. The Support Specialist alsoassiststhe clinical team with timestamp requests and general scheduling inquiries while providinga high levelof customer service to both families and staff.

RESPONSIBILITIES

Under the direction of the Center Operations Manager responsibilities include but are not limited to:

Call Handling & Front-Line Support

• Serve as the primary point of contact for inbound phone calls from clients families and internal team members

• Answer calls promptly and professionally gatheringaccurateinformation and routing requests appropriately

• Provide basic schedulingsupportdocumenting/communicatingcancellations andreschedule requests.

• Use call scripts and approved communication standards to ensure consistent messaging

• De-escalate routine concerns and escalate complex or urgent issues to leadership or scheduling partners

• Maintain a calm supportive and solution-oriented presence on every call

• Assistwith coverage during high call volume periods/staffing gaps

Process Adherence & Reliability

• Follow established call handling procedures escalation paths and documentation standards

• Complete assigned tasks accurately and within expected timelines

• Support audits and quality reviews as requested

• Maintain compliance with internal policies and best practices

• Support timestamp requests for Behavioral Interventionists and Clinical Supervisors

Professionalism Learning & Growth

• Demonstrate reliability through consistent attendance and punctuality

• Accept coaching and feedback to improve call quality and efficiency

• Participate in onboarding and ongoing training

• Contribute to a positive team-oriented culture

• Remain professional and composed during difficult or emotional calls

The responsibilities listed above are representative but not exhaustive. ACES reserves the right tomodifyjob duties as needed.

BENEFITS & PERKS

ACES offers a comprehensive benefits package designed to support our employees wellbeing including:

• Competitive pay and benefits

• Medical dental and vision coverage

• Paid vacation and sick time

• Retirement plan options

• Pet insurance

• Professional development and growth opportunities

• A collaborative andmission driven workenvironmentdrivenwork environment

• The opportunity to make a meaningful impactinthe lives of individuals with autism and developmental differences

QUALIFICATIONS

• Ability to work independently with minimal supervision

• Strong initiative attention to detail and follow through

• Excellent verbal and written communication skills

• Highly organized with strong time managementskills

• Proficiencywith Microsoft Office and related software (email databases spreadsheets)

• Professional and positive demeanor

• Prior customer service experiencerequired

• Previousinsurance knowledge preferred

• Bilingual (Spanish) stronglyrequired

• Exposure to behavioral health or ABA environments preferred but notrequired

PHYSICAL REQUIRMENTS

• Ability to exert up to 10 pounds of force and lift/move up to 10 pounds.

• May include without limitation the following physical demands: sittingtypingand viewing a screen(s) forlong periodsof time.

ADDITIONAL INFORMATION

ACES is an Equal Opportunity Employer. All qualified applicants will be considered without regard to race color religion sex gender identity sexual orientation marital status national origin disability age or veteran status. We value diversity and encourage all qualified candidates to apply.

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