Job Description
ISTA Personnel Solutions is a dynamic and fast-growing BPO company. We are not a recruitment agency - we operate as a dedicated extension of our clients’ teams, delivering high-quality service with precision, efficiency, and a personal touch.
Join our team as a CentralReach Support Specialist (ABA Therapy), supporting Behavior Technicians (BTs) and quality coordination teams delivering ABA therapy to children with autism across the U.S. This role plays a key part in onboarding, training, and maintaining compliance within the CentralReach system, while supporting the broader quality coordination team.
PLEASE NOTE:
- Working Hours: Monday – Friday | 9:00 AM – 6:00 PM EST (4:00 PM – 01:00 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. Applicants without a fixed fibre line cannot be considered.
- Power Backup: Reliable backup required to manage load shedding or outages. Applicants without a power backup cannot be considered.
- Work Environment: Fully remote.
Key Responsibilities:
Training & Onboarding
- Assist in developing CentralReach training materials, including PowerPoint presentations and Loom video tutorials
- Deliver training sessions to new and existing BTs and provide CR-related training for Quality Coordinators (e.g., adding data, converting timesheets, signing amended notes)
- Take ownership of the NoteGuard platform, including ongoing training and issue resolution
CentralReach & Session Management
- Monitor session note conversion status and follow up with BTs regarding overdue, incorrect, or incomplete sessions
- Guide BTs on how to backdate and correct session data, including meeting with them to amend converted notes as required
- Send session conversion reminders via text, email (CC’ing Giti), and voicemail
Scheduling & Coordination
- Schedule appointments with BTs assigned to new or existing cases
- Update and manage ClickUp cards by BT status (e.g., scheduled, unresponsive, needs assistance, cancelled cases)
- Liaise with managers to connect therapists with assigned teams and escalate BT-related issues by creating and managing Para tickets based on urgency and priority
Reporting & Administration
- Conduct daily check-ins with Giti and refer payroll-related BT queries when appropriate
- Edit converted timesheets when session times require correction
- Compile and submit detailed end-of-day reports outlining daily activities, follow-ups, and outstanding issues
Industry / Technical Experience
- Mandatory: Hands-on experience with CentralReach and supporting ABA therapy or Behaviour Technicians
- Experience in U.S. healthcare administration or a similar operational role is advantageous
- Experience using ClickUp or similar task/project management tools
- Comfortable creating training documentation and Loom video walkthroughs
Soft Skills
- Excellent verbal and written English communication
- Highly organized, detail-oriented, able to manage multiple follow-ups simultaneously
- Confident trainer with the ability to explain systems clearly and patiently
- Proactive, reliable, and comfortable working independently in a remote environment
- Strong problem-solving skills with the ability to escalate issues appropriately
Technical Skills
- Strong computer literacy, including MS Office and Outlook
- Solid understanding of CentralReach data entry, session conversion, scheduling, and reporting
If you are not contacted within 14 working days, please consider your application unsuccessful.
