ABA Case Manager (ABA Therapy - US Healthcare) - EST Hours (Remote)

ABA Case Manager

About ISTA Personnel Solutions & Our Client:

ISTA Personnel Solutions operates as a dedicated extension of U.S.-based clients, delivering high-quality operational support. We are recruiting on behalf of a fast-growing U.S.-based Applied Behaviour Analysis (ABA) therapy company seeking an ABA Case Manager.

About the Role:

As an ABA Case Manager, you will provide proactive case management, build relationships, and skilled de-escalation support for families receiving ABA therapy services. This role requires individuals equipped to handle challenging conversations with grace, working with families who may be frustrated, overwhelmed, or concerned. Your ability to de-escalate, problem-solve, and follow through will significantly shape their experience and outcomes. The position is situational and dynamic, requiring critical thinking, sound judgment, and data analysis to proactively identify risks and resolve concerns.

Key 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 South African and U.S. public holidays (compensation for SA public holidays in accordance with the BCEA).
• Internet Requirements: Mandatory fixed fibre line with a minimum speed of 25 Mbps (upload & download) and wired Ethernet. No Rain, LTE, 5G, or similar connections accepted.
• Power Backup: A reliable backup solution (UPS, inverter, solar, etc.) is required to manage load shedding and outages.
• Work Environment: Fully remote.

Key Responsibilities:

• Serve as the dedicated point of contact for an ongoing portfolio of families receiving ABA therapy services, building trusted relationships.
• Proactively monitor case progress and family satisfaction, identifying potential concerns or risks.
• Handle difficult, emotional, or high-tension conversations with professionalism, empathy, and a solutions-focused approach.
• De-escalate frustrated or distressed families by actively listening, acknowledging concerns, and guiding conversations toward resolution.
• Identify the root cause of family concerns and coordinate with internal clinical, scheduling, and administrative teams for resolution.
• Use case data and family feedback to track trends, flag recurring issues, and recommend improvements.
• Consistently follow up on open cases and outstanding concerns.
• Document all case interactions, resolutions, and follow-up actions accurately in relevant systems (e.g., CentralReach).
• Communicate service updates, changes, or disruptions to families clearly, empathetically, and timely.
• Collaborate closely with scheduling, intake, and clinical teams to ensure a seamless experience for families.

Required Qualifications:

• Demonstrated experience in case management, customer success, patient relations, or complaint resolution, with essential experience handling escalations.
• Exceptional English verbal communication skills, with the ability to remain calm, empathetic, and clear during emotionally charged conversations.
• Strong written communication skills, capable of composing professional, compassionate, and solution-oriented correspondence.
• Proven ability to de-escalate tense situations and steer difficult conversations toward a constructive outcome.
• Critical thinking and sound judgment.
• Comfortable using data and case information to proactively identify risks and improve family outcomes.
• Highly organized with the ability to manage a portfolio of active cases simultaneously.
• Self-driven, accountable, and emotionally resilient.
• Experience with CentralReach, ClickUp, or similar CRM/practice management platforms is an advantage.
• A background in healthcare, disability services, mental health, social work, or the ABA therapy space is strongly preferred.

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