Client Care & Operations Coordinator (US Healthcare) - CST Hours (Remote)

About the role

We are looking for an empathetic, organised, and proactive Client Care & Operations Coordinator to support a growing U.S.-based ABA therapy provider. This remote, full‑time position focuses on delivering exceptional experiences for families and employees while providing operational and administrative support to leadership.

Key responsibilities

• Conduct welcome calls with new families, explain onboarding, attendance expectations, and answer non‑clinical questions.
• Perform scheduled family satisfaction check‑ins, identify concerns early, and escalate when needed.
• Request Google reviews and coordinate family exit interviews to gather feedback.
• Onboard newly hired staff, conduct regular wellbeing and retention check‑ins with clinical employees, and flag engagement or burnout issues.
• Monitor attendance, cancellation trends, case health, and family engagement; track authorisations, assessments, and required documentation.
• Assist with employee onboarding, compliance documentation, certifications, and training milestones.
• Prepare reports on trends, successes, and improvement opportunities; support quality improvement initiatives.
• Communicate with insurance companies, external agencies, and healthcare partners; follow up on outstanding documentation.
• Support leadership with operational projects, process improvements, and general administrative tasks.

Required profile

• Empathetic and customer‑focused attitude.
• Strong organisational and proactive problem‑solving skills.
• Ability to take ownership and drive process improvements.
• Excellent communication skills for interacting with families, staff, and external partners.

Required skills