2661-Access Center Coordinator

First Children Services•Cherry Hill Township, NJ

7d•$60,000 - $65,000•Hybrid

About The Position

The Access Center Coordinator serves as the centralized point of entry for First Children Services (FCS), managing inquiries across all service lines, including APSSD placements, Transitions, district-based services, STRIVE insurance-funded services, autism clinics, and other programs. The Coordinator guides families, school districts, community partners, and referral sources toward clear next steps, ensuring inquiries are connected to appropriate FCS services and teams. This is an inside-sales role focused on understanding callers’ needs, matching them with relevant services, identifying cross-referral opportunities, and presenting FCS as one connected organization. Working closely with the Vice President of Business Development and teams across Admissions, Clinical, Education, and Programs, the Coordinator manages inquiries from first contact through handoff and follow-up. The role also maintains CRM records and pipeline data, reports on inquiry trends and outcomes, and helps improve intake processes. Records must be handled confidentially and in accordance with FERPA, HIPAA, and FCS policy.

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 and a warm, professional, 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: listens first, then connects 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 and ability to partner closely with leadership.
Mission-driven interest in supporting children, families, schools, and communities.

Responsibilities

Serve as the centralized intake hub for incoming inquiries through phone, email, website submissions, and referrals.
Respond promptly and professionally to inquiries, with empathy and in accordance with 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 team for determination.
Manage each inquiry from first contact through handoff, tracking follow-ups, next steps, and outcomes.
Coordinate warm handoffs and clarify for families and districts who will contact them and when.
Identify immediate and underlying needs and match callers with appropriate FCS services.
Recognize and act on cross-referral opportunities across FCS service lines.
Explain how FCS programs work together across the continuum of care.
Guide callers through next steps, address questions or hesitations, and support conversion of inquiries into enrollments, placements, and service agreements.
Follow up consistently with open and pending inquiries and maintain a pipeline of leads and opportunities in the CRM.
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.
Participate in pipeline reviews and share information about caller needs, service gaps, and growth opportunities.
Support partner retention efforts, including introductions at admission and scheduled check-ins with districts and families.
Maintain a consistent FCS message for districts and families.
Develop and maintain knowledge of FCS service lines, eligibility criteria, funding sources, referral pathways, capacity, and openings.
Stay current on program changes, new services, and census needs across sites and programs.
Serve as an internal resource for connecting students and families with 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 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.
Meet success measures related to response times, conversions, cross-referrals, CRM accuracy, pipeline completeness, handoff quality, and satisfaction.