Job Description
ISTA Personnel Solutions South Africa is a dynamic and fast-growing BPO company based in South Africa, specialising 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.
We are seeking a ABA Services Coordinator to join our U.S.-based client supporting ABA Therapy Services (Board Certified Behavior Analysts (BCBAs) / Registered Behavior Technicians (RBTs)).
The successful candidate will play an important role in supporting day-to-day client and team communication, ensuring that information is followed up on accurately and that operational processes are completed efficiently. This role is well suited to someone who is confident communicating over the phone, comfortable navigating multiple systems, and highly organised when managing ongoing follow-ups.
PLEASE NOTE:
- Working Hours: This role requires you to work EST hours Mon - Fri from 9am to 6pm EST (15h00 to 24h00 South African time - subject to change depending on USA daylight savings).
- 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: This is a fully remote working role.
Responsibilities:
Make regular outbound calls to RBTs to follow up on outstanding hours and related quality assurance requirements.
Maintain accurate and up-to-date information across relevant systems and platforms.
Provide timely, professional, and empathetic communication to families and other stakeholders.
Navigate multiple computer systems efficiently to support daily operational requirements.
Monitor outstanding items and ensure appropriate follow-up is completed within the required timeframes.
Act as a key point of contact between RBTs, families, and relevant clinical and operational teams.
Assist with client onboarding, documentation, and insurance-related processes as required.
Identify opportunities to improve operational workflows and enhance the overall client experience.
Support the team with process improvements and effective communication practices.
Address questions and concerns professionally while maintaining a positive and supportive client experience.
Ensure sensitive and confidential information is handled appropriately and in accordance with required standards.
Previous experience in care coordination, case management, customer service, or administrative roles within healthcare or ABA services (preferred).
Strong and confident verbal and written communication skills, particularly when communicating telephonically.
A warm, friendly, and engaging communication style.
Strong computer literacy and the ability to navigate multiple systems efficiently.
Excellent organisational and follow-up skills, with the ability to manage multiple priorities.
Ability to learn and follow operational processes efficiently.
Detail-oriented with a proactive approach to problem-solving.
Comfortable making regular outbound calls and following up on outstanding information.
Compassionate and professional approach to supporting clients and service teams.
Ability to maintain confidentiality and handle sensitive information professionally (HIPAA).
If you are not contacted within 14 working days, please consider your application unsuccessful.
