Client Care Coordinator

Company: ISTA Personnel Solutions South Africa (for a U.S.-based client)

Location: Fully Remote (South Africa time zone)

About ISTA Personnel Solutions South Africa:
ISTA Personnel Solutions South Africa is a dynamic and rapidly growing BPO company that provides top-tier operational support to U.S.-based companies. We function as an extension of our clients' teams, ensuring high-quality service delivery with precision, efficiency, and a personal touch.

About the Role:
Our client, a growing ABA (Applied Behaviour Analysis) therapy provider serving children with autism and their families across the United States, is seeking a highly organized and compassionate Client Care Coordinator to join their remote team. In this role, you will be the primary point of contact for families, coordinate services between clinical team members, and ensure the smooth progression of cases through the service process. This position is ideal for individuals who excel at assisting people, managing multiple priorities, and thriving in a fast-paced environment.

Important Details:

• Working Hours: Monday – Friday | 9:00 AM – 6:00 PM EST (3:00 PM – 12:00 AM South African time, subject to daylight savings).
• Public Holidays: 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 & download) and wired Ethernet capability is mandatory. Connections via Rain, LTE, 5G, or similar are not acceptable. Applicants without a fixed fibre line will not be considered.
• Power Backup: A reliable backup solution (UPS, inverter, solar, etc.) is required to manage load shedding and outages. Applicants without a reliable backup solution will not be considered.
• Work Environment: Fully remote.
• Contract Type: 3-month fixed-term maternity cover role, with potential for permanent employment. Training will be provided.

Key Responsibilities:

• Manage a caseload of active client cases, ensuring all tasks are completed on time.
• Coordinate the onboarding and setup of new client cases.
• Schedule and coordinate meetings between clinical supervisors and therapists.
• Serve as the primary point of contact for families, providing professional and empathetic support.
• Resolve routine issues independently and escalate complex matters when necessary.
• Maintain regular communication with families and team members.
• Keep accurate records and update case information in ClickUp or similar systems.

Requirements:
Essential:

• Previous experience in a coordination, scheduling, administration, customer service, case management, or client support role, preferably within the Healthcare Industry.
• Excellent organizational and time-management skills.
• Strong verbal and written English communication skills.
• Ability to manage multiple tasks and deadlines simultaneously.
• Professional, empathetic, and patient approach when dealing with clients.
• Ability to work independently in a remote environment.

Advantageous:

• Experience in healthcare, therapy, ABA, disability support, or special needs environments.
• Experience supporting U.S.-based clients or teams.
• Familiarity with ClickUp or similar healthcare-related software.

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