Family Support Specialist

Hazel Health is the nation's largest virtual provider of school-based healthcare services, and has been recognized by Fast Company as “one of the world’s most innovative places to work” in 2023. 

By partnering with districts and health plans across the country, Hazel transforms schools into the most accessible front door to physical and mental healthcare. Today, Hazel's diverse team of licensed providers deliver therapy and medical services virtually (in school or at home) to over four million K-12 students — regardless of their insurance status or ability to pay. Hazel aims to remove all barriers to the mental and physical health care that children need to thrive: in school, at home, and in life.

Helping students and their families feel better takes a team of smart, dedicated people. As an integral member of the Hazel team, you will

• Make an Impact: Work with a team that is increasing equitable access to quality health care experiences for students and their families.
• Enable Scale: Work with a team that is building and professionalizing a high growth high impact social enterprise.
• Feel Valued: Work with a team that is being compensated competitively, developed professionally, and celebrated frequently for making a meaningful difference.

The Role:

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.

Location: Remote (U.S.-based)

Schedule: This is a full-time W2 position, with two months off in the summer. See shift options available below:

• 12:00 PM – 9:00 PM CST
• 10:00 AM – 7:00 PM CST

What You’ll Do:

Inbound Call Support

• Serve as the first point of contact for families and caregivers calling Hazel’s support line
• Answer questions related to services, eligibility, appointment scheduling, and general program information
• Provide support for families calling about the HEART program and mental health services

Intake & Referral Coordination

• Assist families in creating and submitting referrals for Hazel services
• Support scheduling and rescheduling of intake sessions for eligible students
• Review and verify student information, ensuring accurate data entry and alignment with consents

Consent & Account Support

• Guide families through account creation and eConsent submission
• Review submitted consents for completeness and accuracy
• Flag and resolve consent exceptions and unlinked data issues

Zendesk & Ticket Management

• Document and manage support cases using Zendesk, ensuring timely follow-up and resolution
• Manage follow-up communication with families, including SMS responses and voicemail callbacks
• Support incoming Zendesk tickets related to family concerns, CPS flags, and insurance questions

Cross-functional Collaboration

• Escalate or transfer more complex cases to the appropriate internal teams (e.g., Enrollment Advisors, Clinical team)
• Work closely with team leads and the Support Trainer to improve workflows and maintain service quality
• Participate in process improvement efforts and knowledge-sharing sessions

What Excites Us

• 1-2 years experience in a customer support, call center, healthcare, or service role
• Experience working with families or caregivers in an educational or healthcare setting preferred
• Strong written and verbal communication skills, especially with sensitive topics
• Calm, empathetic, and patient demeanor when working with families in stressful situations
• High attention to detail, accuracy, and follow-through
• Familiarity with systems like Zendesk, Google Suite, and call center platforms
• Ability to multitask, prioritize urgent issues, and stay organized in a fast-paced environment

If you’re excited about this role but your past experience doesn’t align with every qualification in the job description, we encourage you to apply anyway.

This is a full-time, non-exempt role with two months off during the summer. Total compensation for this role is market competitive, with a base hourly range of $22.00 - $26.00 per hour, a 401k match, healthcare coverage, paid time off, and a broad range of other benefits and perks. Review our benefits at Hazel Health Benefits.

We believe talent is everywhere, and so is opportunity. While we have physical offices in San Francisco and Dallas, we have embraced working remotely throughout the United States. While some roles may require proximity to our San Francisco or Dallas offices, remote roles can sit in any of the following states: AL, AZ, AR, CA, CO, CT, DC, DE, FL, GA, HI, IL, IN, IA, KY, ME, MD, MA, MI, MN, MS, MO, MT, NE, NV, NJ, NM, NY, NC, OH, OR, PA, RI, SC, TN, TX, UT, VT, VA, WA, and WI. Please only apply if you live and work full-time in one of the states listed above or plan to relocate to one of these states before starting your employment with Hazel. State locations and specifics are subject to change as our hiring requirements shift.

We are committed to creating a diverse, inclusive and equitable workplace. Hazel Health values the minds, experiences and perspectives of people from all walks of life. We are proud to value diversity and be an equal opportunity employer. Qualified candidates with arrest and conviction records will be considered for employment in accordance with the Fair Hiring laws. Learn more about working with us at Hazel Health Life.