As a Client Support Specialist, you’ll be the first point of contact for families—providing compassionate, reliable support as they begin or continue their journey with Avela. You’ll help current clients manage scheduling, forms, and day-to-day questions, and you’ll assist new families in enrolling for evaluations or therapy with confidence and ease.

If you’re a mission-driven communicator who thrives on helping others and loves creating order out of complexity, we’d love to meet you.

Main responsibilities:

• Deliver exceptional, world class customer service and support to families seeking autism evaluations and therapy through Avela Health.
• Respond promptly and professionally to clients via phone, email, and chat—embodying Avela Health’s of providing an atomically tailored, radically human experience..
• Guide new families through enrollment, helping them complete forms, verify insurance, and prepare for their first appointment.
• Support current clients with scheduling, rescheduling, and general questions about care, ensuring a smooth and stress-free experience.
• Troubleshoot and problem-solve quickly to keep care moving forward, escalating issues when appropriate.
• Maintain organized, accurate documentation in Avela’s systems to support seamless coordination between operations and clinical teams.
• Monitor and meet quality metrics related to responsiveness, accuracy, and client satisfaction.
• Continuously improve processes by identifying opportunities to enhance efficiency and the client experience.
• Develop a deep understanding of Avela Health’s care model and client journey, becoming a trusted expert and advocate for families.

Preferred qualifications:

• Passionate about providing warm, reliable, and high-quality support to diverse families.
• Skilled at communicating with empathy and professionalism, especially in emotionally charged moments.
• Comfortable managing multiple tools and channels (CRM, EHR, VOIP phone system, project management software).
• Experienced in a customer-facing, healthcare, or enrollment role (2+ years preferred).
• Organized and detail-oriented—you take pride in following through and getting things right the first time.
• A systems thinker who looks for ways to make processes simpler and better for families and teams alike.
• Confidence in using data to track your own performance and meet goals around responsiveness and client satisfaction.
• Energized by collaboration—you enjoy working closely with Operations, Clinical, and Marketing teams to create a seamless family experience.