2661-Access Center Coordinator

First Children Services•Cherry Hill Township, NJ

6d•Hybrid

About The Position

The Access Center Coordinator is the single point of entry for First Children Services (FCS), managing inquiries from families, school districts, community partners, and referral sources across all FCS service lines. The role oversees intake for APSSD placements, Transitions, district-based services, STRIVE insurance-funded services, autism clinics, and other programs, ensuring that each caller receives a clear next step. This is an inside-sales role focused on understanding callers’ needs, connecting them with appropriate FCS programs, identifying cross-referral opportunities, and presenting FCS as one connected organization. The Coordinator owns inquiries from first contact through handoff, maintains relationships with families and districts, and partners closely with the Vice President of Business Development to support growth and a consistent message about FCS services. The role also maintains expert knowledge of FCS programs, eligibility, funding, referral pathways, capacity, and openings. It documents inquiries and outcomes in the CRM, keeps records compliant with FERPA, HIPAA, and FCS policy, reports on intake and conversion trends, and helps improve intake workflows and standards. Success is measured by response times, conversion rates, cross-referrals, CRM accuracy, and the quality of handoffs and stakeholder satisfaction.

Requirements

High school diploma required.
At least 2 years of experience in inside sales, admissions, intake, customer relations, or a related role.
Ability to build rapport quickly and guide conversations toward a clear outcome.
Experience with CRM systems and managing a pipeline of leads.
Excellent verbal and written communication skills, with a warm, professional, and confident demeanor.
Strong organizational and time-management skills and attention to detail.
Ability to learn, retain, and clearly explain detailed information about multiple programs and services.

Nice To Haves

Associate or bachelor’s degree preferred.
Experience in education, behavioral health, social services, or case management is highly desirable.
HubSpot CRM experience preferred.
Consultative selling approach: listen first, then connect needs to solutions.
Comfort handling sensitive or confidential information with discretion.
Ability to manage high-volume inquiries calmly and efficiently.
Goal-oriented and motivated by growth, conversion, and results.
Strong problem-solving skills and sound judgment about when to escalate.
Collaborative, team-oriented mindset that thrives in close partnership with leadership.
Mission-driven and passionate about supporting children, families, schools, and communities.

Responsibilities

Serve as the centralized intake hub for inquiries received by phone, email, website submissions, and referrals.
Respond promptly, professionally, and empathetically to inquiries, meeting established response-time standards.
Conduct structured intake conversations and gather, verify, and document information about student, family, or district needs.
Screen inquiries against program eligibility and inclusionary or exclusionary criteria, and route them to the appropriate admissions, clinical, or program team for determination.
Manage each inquiry from first contact through handoff, tracking follow-ups, next steps, and outcomes.
Coordinate warm handoffs and communicate to families and districts who will follow up and when.
Identify immediate and underlying caller needs and match them to one or more appropriate FCS service lines.
Recognize and act on cross-referral opportunities across FCS programs.
Explain how FCS programs work together across the continuum of care.
Guide callers through next steps, address questions or hesitations, and convert inquiries into enrollments, placements, and service agreements.
Nurture open and pending inquiries through consistent, relationship-first follow-up.
Maintain a CRM pipeline of leads and opportunities, including status, service line, source, and expected next action.
Partner with the Vice President of Business Development on priorities, growth targets, and cross-selling strategy.
Pass qualified district and partner opportunities to Business Development with complete context for follow-up.
Participate in pipeline reviews and share caller needs, service gaps, and growth opportunities.
Support partner retention efforts, including admission introductions and scheduled check-ins with districts and families.
Contribute to a consistent, unified FCS message for districts and families.
Develop and maintain expert-level knowledge of FCS service lines, eligibility criteria, funding sources, referral pathways, capacity, and current openings.
Stay current on program changes, new services, and census needs across sites and programs.
Serve as an internal resource for staff connecting students and families to other FCS services.
Collaborate with Admissions, Clinical, Education, and Program Directors to ensure accurate information and continuity of care.
Enter, track, and manage inquiries, leads, and outcomes in the CRM with complete and accurate documentation.
Maintain confidential, compliant records in accordance with FERPA, HIPAA, and FCS policy.
Monitor and report inquiry volume, sources, service-line demand, conversion rates, and cross-referral activity.
Provide leadership with insights on trends, unmet needs, and growth opportunities.
Help refine intake workflows, scripts, and standards as the Access Center grows.