Case Coordinator & Admin Assistant (ABA Services) - Remote

About the role

ISTA Personnel Solutions, a BPO company based in South Africa, is recruiting a Case Coordinator and Admin Assistant for a US-based client providing ABA therapy services (BCBAs and RBTs). The role is fully remote, with EST hours (Monday to Friday, 4:00pm to 1:00am SAST, subject to daylight saving time) and serves as the main point of contact for families during their ABA therapy journey.

Key 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
• Coordinate scheduling for clients and clinical staff using electronic systems
• Track and manage client documentation to ensure compliance and quality standards
• Collaborate with BCBAs, RBTs and administrative staff to deliver seamless service
• Provide timely, empathetic updates to families and address their questions and concerns
• Identify and support improvements to operational workflows, client experience and team performance

Required profile

• Previous experience in care coordination, case management or administration within healthcare or ABA services (preferred)
• Strong English verbal and written communication skills
• Ability to work on both South African and U.S. public holidays (SA holidays compensated in line with the BCEA)
• Fixed fibre internet (minimum 25 Mbps upload and download) and wired Ethernet capability, plus a reliable power backup, are mandatory

Required skills

• Strong organization and ability to manage multiple priorities
• Quick learning of new computer systems
• Detail-oriented, proactive problem solving and compassion for families
• Confidentiality and professionalism with sensitive information (HIPAA)