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

14 hours, 41 minutes ago
South Africa
Full-time
Mid Level
Customer Success
Customer and Technical Support
CRM HubSpot
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 13

Description

  • Conduct welcome calls, explain onboarding and attendance processes, and serve as a primary operational contact for families.
  • Complete family satisfaction check-ins, identify concerns, request reviews, and coordinate exit interviews.
  • Conduct onboarding, wellbeing, and retention check-ins with clinical employees.
  • Monitor attendance, cancellations, case health, family engagement, authorizations, assessments, and required documentation.
  • Track employee onboarding, compliance documents, certifications, and training milestones.
  • Prepare reports on trends, successes, and improvement opportunities, and support quality improvement initiatives.
  • Assist leadership with administrative tasks, operational projects, and process improvements.
  • Communicate with insurers, outside agencies, healthcare partners, families, and employees.
  • Follow up on outstanding documentation and provide general administrative support.

Requirements

  • Experience in customer service, healthcare administration, client care, operations, administration, quality assurance, or care coordination.
  • Excellent written and verbal English communication skills with a professional, confident, and compassionate telephone manner.
  • High emotional intelligence and the ability to handle sensitive conversations professionally.
  • Strong organizational, time-management, multitasking, and prioritization skills.
  • Comfort communicating by phone with families, employees, and external partners throughout the day.
  • Ability to learn new systems and technology; proficiency in Microsoft Office and Outlook.
  • Ability to work independently in a fully remote environment.
  • Experience in U.S. healthcare preferred; ABA experience highly advantageous.
  • Experience with CRM or EMR platforms such as HubSpot preferred.
  • Proactive problem-solving skills and an interest in improving processes and customer experience.
  • Availability to work Monday–Friday, 4:00 PM–1:00 AM SAST, including South African and U.S. public holidays.
  • Fixed fibre internet with at least 25 Mbps upload and download speeds, wired Ethernet capability, and reliable backup power.

Benefits

  • Fully remote work environment.
  • Comprehensive training with responsibilities introduced progressively.
  • Compensation for South African public holidays in accordance with the BCEA.

Interested in this position?

Apply directly on the company website

Apply Now

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