Support Specialist

MISSION:  

The Support Specialist plays a critical role in delivering exceptional service by ensuring accurate, 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 role is responsible for receiving and accurately documenting same day schedule changes, cancellations, and late reports, and ensuring timely communication to the appropriate internal teams. The Support Specialist also assists the clinical team with timestamp requests and general scheduling inquiries while providing a high level of customer service to both families and staff. day schedule changes, cancellations, and late reports, and ensuring timely communication to the appropriate internal teams. The Support Specialist also assists the clinical team with timestamp requests and general scheduling inquiries while providing a high level of 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, gathering accurate information and routing requests appropriately 

• Provide basic scheduling support documenting/communicating cancellations, and reschedule 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 

• Assist with 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 to modify job 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 and mission driven work environmentdriven work environment 

• The opportunity to make a meaningful impact in the 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 management skills 

• Proficiency with Microsoft Office and related software (email, databases, spreadsheets) 

• Professional and positive demeanor 

• Prior customer service experience required 

• Previous insurance knowledge preferred 

• Bilingual (Spanish) strongly required 

• Exposure to behavioral health or ABA environments preferred but not required 

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: sitting, typing and viewing a screen(s) for long periods of 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. 

To learn more about how ACES uses employee data, please review our Employee Privacy Policy: 
https://www.acesaba.com/employees-privacy-policy/ 

If you experience any issues submitting your application, please contact careers@acesaba.com. 

Salary : $17 - $20