Job 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.
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, 4:00 PM – 1:00 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.
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.
If you are not contacted within 14 working days, please consider your application unsuccessful.
