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

1 hour, 39 minutes ago
South Africa
Full-time
Mid Level
Customer Success
Customer and Technical Support
ClickUp CRM
Apply Now
ISTA Solutions

ISTA Solutions

ISTA Solutions is a one-stop outsourcing company that provides quality and cost-efficient services and solutions. They offer tailor-made workflow solutions, skilled agents dedicated to clients, global resources for comprehensive support, and a focus on...

Professional Services
251-1K
Founded 2015
View All Jobs 14

Description

  • Serve as the dedicated point of contact for a portfolio of families receiving ABA therapy services.
  • Build trusted, consistent relationships with families over time.
  • Monitor case progress and family satisfaction to identify concerns and risks early.
  • Handle difficult, emotional, or high-tension conversations with professionalism and empathy.
  • De-escalate frustrated or distressed families and guide conversations toward resolution.
  • Identify root causes of family concerns and coordinate with internal clinical, scheduling, and administrative teams.
  • Use case data and family feedback to track trends, flag recurring issues, and recommend improvements.
  • Follow up on open cases and outstanding concerns to ensure issues are fully resolved.
  • Document case interactions, resolutions, and follow-up actions accurately in case management systems.
  • Communicate service updates, changes, and disruptions to families in a clear and timely manner.
  • Collaborate with scheduling, intake, and clinical teams to deliver a seamless family experience.

Requirements

  • Demonstrated experience in case management, customer success, patient relations, or complaint resolution, with escalation-handling experience.
  • Exceptional English verbal communication skills and the ability to remain calm, empathetic, and clear during difficult conversations.
  • Strong written communication skills for professional, compassionate, and solution-oriented correspondence.
  • Proven ability to de-escalate tense situations and steer conversations toward constructive outcomes.
  • Critical thinking and sound judgment to assess situations individually and respond appropriately.
  • Comfort using data and case information to proactively identify risks and improve outcomes.
  • Highly organised with the ability to manage multiple active cases and follow-ups simultaneously.
  • Experience with CentralReach, ClickUp, or similar CRM/practice management platforms is an advantage.
  • Background in healthcare, disability services, mental health, social work, or ABA therapy is strongly preferred.
  • Self-driven, accountable, and emotionally resilient, with the ability to take ownership of cases and handle hard conversations.

Benefits

  • Fully remote work arrangement.
  • Monday to Friday schedule, 9:00 AM to 6:00 PM EST.
  • Public holiday coverage includes compensation for South African public holidays in accordance with the BCEA.
  • Opportunity to work with a fast-growing U.S.-based ABA therapy company.
  • Supportive operational role within a global BPO environment.

Interested in this position?

Apply directly on the company website

Apply Now

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