- Answer inbound calls during US Eastern business hours and promptly return voicemails and missed calls.
- Answer common questions about ANNA's services, locations, and what new families can expect.
- Support families who are newly diagnosed, anxious, or overwhelmed with patience and clear next steps.
- Route callers to the appropriate intake, clinical, billing, or recruiting teams.
- Complete warm handoffs with full context so families do not have to repeat their story.
- Escalate urgent concerns through ANNA's escalation protocol.
- Log every interaction in the CRM with accurate, complete notes.
- Verify caller identity and follow HIPAA and ANNA privacy policies.
- Use ANNA's AI-enabled tools to work more quickly and accurately.
- Track call volume and common call reasons, and share findings and recurring questions with the operations team.
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