Job Description
ISTA Personnel Solutions is a fast-growing, global BPO company. We are not a recruitment agency, we operate as a dedicated extension of our U.S.-based clients’ teams, delivering high-quality operational support with precision, efficiency, and professionalism.
We are recruiting on behalf of a fast-growing US-based ABA (Applied Behaviour Analysis) therapy company, who requires an ABA Case Manager to support families currently receiving ABA therapy services through proactive case management, relationship-building, and skilled de-escalation.
About the Role
As an ABA Case Manager, you will be working with families who are navigating one of the most emotionally complex journeys a parent can face — getting the right support for their child. While many of these families are engaged and cooperative, this role specifically requires someone who is equipped to handle difficult conversations with grace. You will regularly work with frustrated, overwhelmed, or concerned families, and your ability to de-escalate, problem-solve, and follow through will directly shape their experience and outcomes.
Unlike more process-driven roles, this position is situational and dynamic. No two cases are the same, and you will need to draw on critical thinking, sound judgment, and data to proactively identify risks, resolve concerns, and improve outcomes for the families in your portfolio. If you are someone who stays calm under pressure, communicates with empathy and confidence, and genuinely thrives on turning a difficult situation into a positive outcome — this role is built for you.
PLEASE NOTE:
- Working Hours: Monday – Friday | 9:00 AM – 6:00 PM EST (3:00 PM – 12:00 AM South African time, subject to daylight savings)
- Public Holidays: This role requires working on both South African and U.S. 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 wired Ethernet capability is mandatory. Connections via Rain, LTE, 5G, or similar are not acceptable. Applicants without a fixed fibre line will not be considered
- Power Backup: A reliable backup solution is required to manage load shedding and outages (UPS, inverter, solar, etc.). Applicants without a reliable backup solution will not be considered
- Work Environment: Fully remote
Key Responsibilities:
Serving as the dedicated point of contact for an ongoing portfolio of families receiving ABA therapy services, building trusted and consistent relationships over time.
Proactively monitoring case progress and family satisfaction, identifying potential concerns or risks before they escalate.
Handling difficult, emotional, or high-tension conversations with professionalism, empathy, and a solutions-focused approach.
De-escalating frustrated or distressed families by actively listening, acknowledging concerns, and guiding conversations toward resolution.
Identifying the root cause of family concerns and coordinating with internal clinical, scheduling, and administrative teams to resolve them effectively.
Using case data and family feedback to track trends, flag recurring issues, and recommend improvements to the broader team.
Following up consistently on open cases and outstanding concerns to ensure nothing is left unresolved.
Documenting all case interactions, resolutions, and follow-up actions accurately in the relevant systems (including CentralReach or similar platforms).
Communicating service updates, changes, or disruptions to families in a clear, empathetic, and timely manner.
Collaborating closely with scheduling, intake, and clinical teams to ensure families receive a seamless, well-coordinated experience.
Demonstrated experience in a case management, customer success, patient relations, or complaint resolution role — experience handling escalations is essential.
Exceptional English verbal communication skills with the ability to remain calm, empathetic, and clear during emotionally charged or confrontational conversations.
Strong written communication skills, capable of composing professional, compassionate, and solution-oriented correspondence.
Proven ability to de-escalate tense situations and steer difficult conversations toward a constructive outcome.
Critical thinking and sound judgment — you assess each situation on its merits and respond appropriately rather than applying a one-size-fits-all approach.
Comfortable using data and case information to proactively identify risks and improve family outcomes.
Highly organised with the ability to manage a portfolio of active cases simultaneously without losing track of follow-ups or commitments.
Experience with CentralReach, ClickUp, or similar CRM or practice management platforms is an advantage.
A background in healthcare, disability services, mental health, social work, or the ABA therapy space is strongly preferred.
Self-driven, accountable, and emotionally resilient— you take ownership of your cases and don’t shy away from hard conversations.
If you are not contacted within 14 working days, please consider your application unsuccessful.
