Position: Case Manager
Location: Remote (South Africa) - US Working Hours (9 AM to 5 PM EST)
Employment Type: Full-Time
Salary: Paid in South African Rand (ZAR)
Position Overview
The ABA Case Manager serves as the primary point of contact for all operational and service-related matters once a client begins services. This role acts as the liaison between families, RBTs, BCBAs, and internal departments, ensuring clear communication, quick problem resolution, and a positive experience for everyone involved. The primary goal is to maintain high client satisfaction, staff satisfaction, consistency of care, and long-term retention.
Key Responsibilities
- Serve as the primary point of contact for families and RBTs throughout active services.
- Coordinate and resolve scheduling changes, call-outs, cancellations, and other day-to-day operational issues.
- Proactively communicate with parents, caregivers, and staff to ensure concerns are addressed promptly.
- Collaborate with BCBAs, Recruiting, Scheduling, Billing, and Authorizations teams to ensure cases run smoothly.
- Order client materials and manage spending within assigned client budgets.
- Develop a strong understanding of CentralReach and provide first-line support for system-related questions and troubleshooting.
- Escalate system issues when necessary and follow through to resolution.
- Monitor active cases to identify risks to client or staff retention and implement proactive solutions.
- Maintain accurate case documentation and ensure all case information remains up to date.
- Build strong relationships with families and staff while delivering exceptional customer service throughout the client's ABA journey.
Requirements
- Previous experience in ABA, healthcare, case management, client services, care coordination, or a similar role.
- Strong communication and interpersonal skills with the ability to manage sensitive situations professionally.
- Excellent problem-solving and conflict-resolution abilities.
- Highly organized with strong attention to detail and the ability to manage multiple priorities.
- Ability to work independently and take ownership of assigned cases.
- Experience providing high-level customer service in a fast-paced environment.
Benefits
- Comfortable working U.S. hours
- Remote work from home
Fraud Disclaimer: will never request payment during recruitment or require in-person office visits. All official communication will come from a email address. Please verify any suspicious messages with our team directly.
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