ISTA Personnel Solutions South Africa is a dynamic, fast-growing BPO company providing operational support to U.S.-based healthcare companies. We are not a recruitment agency — we act as a dedicated extension of our clients' teams, delivering high-quality service with precision and professionalism.
We are seeking an empathetic, organised, and proactive Client Care & Operations Coordinator to support a growing U.S.-based ABA therapy provider. This is a communication-focused role where you'll help ensure both families and employees receive an exceptional experience while providing valuable operational and administrative support to leadership.
This position combines client care, quality oversight, operational coordination, and administration. You'll serve as a key point of contact for families, assist with employee check-ins, monitor service quality, support compliance activities, and contribute to projects that improve the overall efficiency of the Care Coordination team. We're looking for someone who enjoys taking ownership, proactively solving problems, and creating exceptional experiences for both families and employees.
PLEASE NOTE:
- Working Hours: Monday – Friday, 4:00 PM – 1:00 PM SAST (subject to daylight saving time).
- 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 and download with wired Ethernet capability is mandatory. Applicants without fixed fibre cannot be considered.
- Power Backup: Reliable backup power is required to manage load shedding or outages. Applicants without backup power cannot be considered.
- Work Environment: Fully remote.
- Training: Comprehensive training will be provided, with responsibilities introduced progressively as you become familiar with the role.
Key Responsibilities:
Family Experience
- Conduct welcome calls with new families and introduce yourself as their primary operational point of contact.
- Explain the onboarding process, attendance expectations, and answer non-clinical questions.
- Complete scheduled family satisfaction check-ins.
- Identify concerns early and escalate where appropriate.
- Request Google reviews from satisfied families.
- Coordinate family exit interviews and gather valuable feedback.
Employee Experience
- Conduct onboarding check-ins with newly hired staff.
- Conduct regular wellbeing and retention check-ins with clinical employees.
- Identify potential concerns relating to engagement, support, or burnout.
- Escalate concerns to leadership when required.
Quality & Compliance
- Monitor attendance and cancellation trends.
- Review case health and family engagement.
- Assist with tracking authorisations, assessments, and required documentation.
- Assist with monitoring employee onboarding, compliance documentation, certifications, and required training milestones.
- Prepare reports highlighting trends, successes, and opportunities for improvement.
- Support ongoing quality improvement initiatives.
Operational Support
- Assist leadership with operational and administrative tasks.
- Communicate with insurance companies, outside agencies, and healthcare partners.
- Follow up on outstanding documentation.
- Assist with operational projects and process improvements.
- Provide general administrative support as required.
Requirements:
- Previous experience in customer service, healthcare administration, client care, operations, administration, quality assurance, or care coordination.
- Excellent verbal and written English communication skills.
- Professional, confident, and compassionate telephone manner.
- High emotional intelligence with the ability to navigate sensitive conversations professionally.
- Strong organisational and time management skills.
- Ability to multitask and prioritise competing responsibilities.
- Comfortable communicating by phone throughout the day with families, employees, and external partners.
- Comfortable learning new systems and technology.
- Proficient in Microsoft Office and Outlook.
- Ability to work independently in a fully remote environment.
Preferred Skills:
- Experience within U.S. healthcare.
- Experience within Applied Behaviour Analysis (ABA) is highly advantageous.
- Experience using CRM or EMR systems such as HubSpot or similar platforms.
- Previous experience in customer success, client services, patient support, care coordination, or healthcare operations.
- Strong problem-solving skills with a proactive approach to improving processes and customer experience.
If you are not contacted within 14 working days, please consider your application unsuccessful.
