Role Description
We are seeking a Care Coordinator for a U.S.-based client and will act as the primary point of contact for families, clinicians, and schools throughout the ABA therapy journey. This is a complex role requiring excellent interpersonal skills, the ability to manage difficult conversations, problem-solve, and coordinate various operational and administrative activities.
PLEASE NOTE:
• Working Hours: Mon – Fri, 3:00 PM – 12:00 AM SAST (9:00 AM – 6:00 PM EST), subject to change depending on USA daylight savings.
• Public Holidays: You will be required to work on both South African and US public holidays (compensation for SA public holidays in accordance with the BCEA).
• Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and the ability to support a wired Ethernet connection is mandatory. Applicants without a fixed fibre line cannot be considered.
• Power Backup: A reliable power backup solution is required to manage load shedding and power outages. Applicants without a power backup cannot be considered.
• Work Environment: Fully remote role.
Responsibilities
• Serve as the main liaison between families, field clinicians, and schools throughout the ABA therapy process.
• Handle both incoming and outgoing communications with families and clinicians, including difficult conversations and complaints.
• Manage client onboarding, documentation, and insurance authorizations.
• Coordinate scheduling for clients and clinical staff, ensuring smooth operations.
• Track and manage client-related documentation to ensure compliance and quality standards.
• Collaborate closely with BCBAs, RBTs, and administrative staff to facilitate seamless service delivery.
• Provide timely and professional updates to families, addressing questions, concerns, and escalations with empathy.
• Coordinate with schools and other institutions regarding any required credentials or meetings.
• Identify opportunities to improve workflows, client experience, and team performance.
Qualifications
• Previous experience in care coordination, case management, or administrative roles (healthcare or ABA services preferred).
• Excellent English communication skills (verbal and written).
• High emotional intelligence, empathy, patience, and the ability to de-escalate difficult situations.
• Ability to multitask and manage multiple priorities effectively.
• Strong problem-solving and critical thinking skills.
• Proficiency in basic computer navigation, including MS Office and Outlook.
• Familiarity with electronic tools like Central Reach, ClickUp, Intermedia phones, and client email is a plus.
• Ability to maintain confidentiality and handle sensitive information professionally (HIPAA).
• Compassionate and professional in supporting families and improving service delivery.
Company Description
ISTA Personnel Solutions South Africa is a dynamic and fast-growing BPO company, specializing in providing top-tier operational support to U.S.-based companies. We are not a recruitment agency—we act as a dedicated extension of our clients’ teams, delivering high-quality service with precision, efficiency, and a personal touch.
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