Client Care Coordinator

Summary

Join ISTA Personnel Solutions South Africa as a Client Care Coordinator, supporting families throughout their ABA therapy journey. You will be the primary point of contact, managing client onboarding, insurance, scheduling, and communication. This fully remote role requires strong communication and organizational skills, experience in healthcare or ABA services is preferred. The position demands proficiency in electronic systems, attention to detail, and the ability to maintain confidentiality. Working hours are EST, Monday-Friday, 9 am to 6 pm, requiring a fixed fibre line internet connection and reliable power backup. Successful candidates will drive service quality and staff performance improvements.

Requirements

• Strong English communication skills (verbal and written)
• Strong organizational skills and the ability to manage multiple priorities
• Ability to learn new computer systems quickly
• Detail-oriented with a proactive approach to problem-solving
• Compassionate in supporting families and improving service delivery
• Ability to maintain confidentiality and handle sensitive information professionally (HIPAA)
• 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
• Power Backup: A reliable power backup solution is required to manage load shedding and power outages

Responsibilities

• Act as the main liaison between families and the clinical team throughout the ABA therapy process
• Manage client onboarding, including documentation and insurance authorization processes
• Coordinate scheduling for clients and clinical staff using electronic systems
• Track and manage all 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 and concerns with empathy
• Identify opportunities to improve operational workflows and client experience
• Support team performance by assisting with process improvements and communication best practices

Preferred Qualifications

Previous experience in care coordination, case management, or administrative roles within healthcare or ABA services

Benefits

Work Environment: This is a fully remote working role