Job Description

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.

Our US-based client is a growing provider of Applied Behaviour Analysis (ABA) therapy, supporting children with autism and their families across the United States.

We are seeking an exceptional Care Operations Specialist to become the operational heart of their Care Coordination team.

This is far more than an administrative position. You will serve as the primary non-clinical point of contact for families, support employees throughout their onboarding journey, monitor service quality and compliance, and provide operational support that helps ensure an outstanding experience for both families and staff.

Success in this role requires outstanding communication skills, exceptional organisation, strong attention to detail, emotional intelligence, and the ability to confidently manage multiple priorities in a fast-paced healthcare environment.

PLEASE NOTE:

• Working Hours: Monday – Friday, 4:00 PM – 1:00 AM 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 30 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

• Welcome new families and guide them through the ABA service journey.
• Serve as the primary non-clinical point of contact for families.
• Conduct scheduled family satisfaction and quality check-in calls.
• Identify concerns early and escalate where appropriate.
• Build strong relationships through exceptional customer service.
• Coordinate family exit interviews and gather valuable feedback.
• Encourage satisfied families to leave online reviews.

Employee Experience

• Support new employees throughout onboarding.
• Conduct regular employee check-ins during their first six months.
• Monitor employee satisfaction and engagement.
• Identify concerns relating to burnout, scheduling or communication.
• Escalate potential retention risks before they become larger issues.

Quality & Compliance

• Monitor attendance, cancellations and service trends.
• Track onboarding progress and compliance documentation.
• Monitor certifications and required employee records.
• Review operational trends and identify opportunities for improvement.
• Prepare reports for leadership.
• Ensure accurate record keeping and documentation.

Operations & Care Coordination

• Assist the Director of Care Coordination with daily operational activities.
• Liaise with insurance companies, physician offices and external agencies.
• Follow up on outstanding documentation and authorisations.
• Coordinate appointments and scheduling updates.
• Process cancellations and maintain accurate documentation.
• Complete operational projects to improve team efficiency.

What We're Looking For:

Essential

• Experience in one or more of the following:
• Healthcare Administration
• Medical Administration
• Patient Care Coordination
• Customer Success
• Client Services
• Operations Coordination
• Healthcare Customer Service
• Exceptional English verbal and written communication skills.
• Excellent telephone etiquette and confidence speaking with clients.
• Strong relationship-building skills.
• Outstanding organisational and time management abilities.
• Ability to manage multiple competing priorities.
• High attention to detail.
• Strong problem-solving skills.
• Ability to work independently while remaining highly accountable.
• Proficiency in Microsoft Office and Google Workspace.

Highly Advantageous

• Experience supporting US healthcare clients.
• ABA, behavioural health or therapy practice experience.
• Medical scheduling or care coordination experience.
• Healthcare compliance experience.
• Experience dealing with insurance providers.
• Customer Success or Client Experience background.

What Makes Someone Successful in This Role?

The successful candidate will be:

• Warm and empathetic
• Highly organised
• Exceptionally proactive
• A confident communicator
• Calm under pressure
• Naturally solutions-focused
• Comfortable making phone calls throughout the day
• Able to build trust quickly
• Passionate about delivering an outstanding customer experience

If you are not contacted within 14 working days, please consider your application unsuccessful.