About the job
ISTA Personnel Solutions South Africa is a vibrant and rapidly expanding BPO company committed to delivering exceptional operational support to U.S.-based businesses. Unlike typical recruitment agencies, we function as a dedicated extension of our clients' teams, ensuring the highest standards of service with precision, effectiveness, and a personal touch.
We are on the lookout for a dedicated Client Care Coordinator to join our U.S.-based client that specializes in ABA Therapy Services, including Board Certified Behavior Analysts (BCBA's) and Registered Behavior Technicians (RBT's). In this role, you will be the primary contact for families during their ABA therapy experience. Your contributions will enhance operational efficiency through managing client onboarding, insurance authorizations, scheduling, and communication, while also promoting continuous improvements in service quality and team performance.
Important Details:
- Working Hours: This position requires availability during EST hours from Monday to Friday, 9 AM to 6 PM EST (3 PM to 12 AM South African time, subject to changes due to U.S. daylight savings).
- Internet Requirements: A fixed fiber line with a minimum speed of 25 Mbps (upload & download) and the ability to support a wired Ethernet connection is mandatory. Applications without a fixed fiber line will not be considered.
- Power Backup: A reliable power backup solution is necessary to handle load shedding and power outages. Applicants without backup power will not be considered.
- Work Environment: This is a fully remote position.
Key Responsibilities:
- Serve as the main liaison between families and the clinical team throughout the ABA therapy process.
- Oversee client onboarding, including managing documentation and insurance authorizations.
- Coordinate client and clinical staff scheduling using electronic systems.
- Maintain and manage all client-related documentation to ensure compliance and quality standards.
- Work collaboratively with BCBAs, RBTs, and administrative staff to ensure seamless service delivery.
- Provide timely updates to families, addressing their inquiries and concerns with empathy.
- Identify and implement opportunities to enhance operational workflows and improve client experiences.
- Support team performance by assisting with process enhancements and communication best practices.
Requirements:
- Previous experience in care coordination, case management, or administrative roles within healthcare or ABA services is preferred.
- Excellent English communication skills, both verbal and written.