Family Support Specialist

We are seeking Family Support Specialists who will serve as the frontline voice for Hazel families and caregivers. Whether helping a parent navigate the referral process, explaining how to access services, or resolving issues related to consent forms or appointments, this role is essential to providing compassionate, efficient, and reliable support for families seeking care. This role combines customer service, operational follow-through, and healthcare support in a mission-driven environment. The role involves inbound call support by serving as the first point of contact for families and caregivers, answering questions related to services, eligibility, appointment scheduling, and general program information, and providing support for families calling about the HEART program and mental health services. The role requires intake & referral coordination by assisting families in creating and submitting referrals for Hazel services, supporting scheduling and rescheduling of intake sessions, and reviewing and verifying student information. In addition, the role also involves consent & account Support by guiding families through account creation and eConsent submission, reviewing submitted consents for completeness and accuracy, and flagging and resolving consent exceptions and unlinked data issues. The role also requires Zendesk & Ticket Management by documenting and managing support cases using Zendesk, managing follow-up communication with families, and supporting incoming Zendesk tickets.