ABA Family Care Coordinator | US Healthcare | Remote | EST Hrs

ISTA Personnel Solutions is a fast-growing, global BPO company. We are not a recruitment agency. We operate as a dedicated extension of our U.S.-based clients' teams, delivering high-quality operational support with precision, efficiency, and professionalism.

We are recruiting on behalf of a fast-growing U.S.-based ABA (Applied Behaviour Analysis) therapy company for an ABA Family Care Coordinator to join their team and support families throughout their ABA therapy journey.

As an ABA Family Care Coordinator, you will serve as the main point of contact for a caseload of assigned families — keeping communication, scheduling, staffing, attendance, and case needs organised and moving forward.

This is a people-focused role where the way you show up, communicate, and approach problems matters just as much as what you know. We are looking for someone who will genuinely care about the families they support and take pride in helping create a positive experience throughout their ABA journey.

PLEASE NOTE

Working Hours: Monday – Friday | 15:00 – 00:00 South African time – subject to daylight savings.
Public Holidays: This role 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. Applicants without a fixed fibre line cannot be considered.
Power Backup: Reliable backup required to manage load shedding or outages. Applicants without a power backup cannot be considered.
Work Environment: Fully remote.

Key Responsibilities:

• Serving as the main point of contact for a caseload of assigned families throughout their ABA therapy journey.
• Communicating with families regarding scheduling, staffing, attendance, cancellations, service updates, and concerns.
• Coordinating with internal teams to support smooth case launches and ongoing service delivery.
• Managing scheduling changes, cancellations, and make-up sessions.
• Monitoring attendance and following up proactively when needed.
• Tracking authorisations, reauthorisations, service hours, and other important case timelines.
• Maintaining accurate case trackers and documentation.
• Following up on outstanding items to help ensure tasks are completed.
• Identifying and communicating potential barriers to service.
• Keeping leadership informed of important case updates or concerns.
• Handling sensitive family information with professionalism and discretion.

Requirements:

• Fluent written and spoken English, confident communicating directly with U.S. families.
• Strong communication and interpersonal skills, both written and verbal.
• Organised and detail-oriented, able to manage multiple cases and priorities at once.
• Proactive and dependable, comfortable taking ownership of tasks and solving problems independently.
• Warm, empathetic, and professional, especially when supporting families through sensitive moments.
• Comfortable learning and using different software/case management systems.
• Able to work independently in a remote environment.

The Ideal Candidate:

Beyond experience and technical requirements, we are looking for someone who genuinely enjoys working with people and takes pride in making a difference in the experience families have with their services.

• Genuinely enjoys helping people and finds fulfilment in supporting families.
• Builds trust naturally and makes people feel heard, supported, and comfortable.
• Has a positive, can-do attitude, even when faced with challenges or unexpected changes.
• Thinks ahead and naturally looks for ways to prevent issues before they become problems.
• Takes ownership of outcomes and doesn't wait for someone else to identify what needs to be done.
• Stays calm under pressure and approaches challenging situations with patience and professionalism.
• Is adaptable and comfortable working in an environment where priorities can change throughout the day.
• Is a team player who enjoys working collaboratively and contributing to a supportive team environment.
• Takes pride in doing things properly, rather than simply getting tasks off their desk.
• Is naturally curious and willing to learn, particularly when it comes to understanding families' needs and how different parts of the business work together.

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