ABA Case Manager – ABA Therapy, US Healthcare

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Act as the primary contact for a portfolio of families utilizing ABA therapy services, fostering trusted and enduring relationships over time.

• Proactively oversee case advancements and family satisfaction, recognizing potential issues or risks before they escalate.

• Approach challenging, emotional, or high-stress conversations with professionalism, empathy, and a focus on solutions.

• Calm frustrated or distressed families by actively listening, validating concerns, and steering discussions towards resolution.

• Determine the underlying causes of family concerns and collaborate with internal clinical, scheduling, and administrative teams to effectively address them.

• Leverage case data and family feedback to monitor trends, highlight recurring issues, and suggest enhancements to the team.

• Consistently follow up on open cases and unresolved concerns to ensure every issue is addressed.

• Accurately document all case interactions, resolutions, and follow-up actions in the appropriate systems (such as CentralReach or comparable platforms).

• Clearly and empathetically communicate service updates, changes, or disruptions to families in a timely manner.

• Work closely with scheduling, intake, and clinical teams to provide families with a seamless and well-coordinated experience.

⛳️ Requirements

• Proven experience in a **case management, customer success, patient relations, or complaint resolution role** — **experience in managing escalations is crucial.**

• Outstanding **English verbal communication skills** with the ability to maintain composure, empathy, and clarity during emotionally charged or confrontational discussions.

• **Strong written communication skills**, adept at crafting professional, compassionate, and solution-focused correspondence.

• Demonstrated capability to **de-escalate tense situations and guide difficult conversations** towards positive outcomes.

• **Critical thinking and sound judgment** — you evaluate each situation based on its unique context and respond suitably rather than applying a generic approach.

• Proficient in utilizing data and case information to **proactively identify risks and enhance family outcomes.**

• Highly organized, capable of **managing a portfolio of active cases simultaneously** without losing track of follow-ups or commitments.

• Familiarity with **CentralReach, ClickUp, or similar CRM** or practice management platforms is preferred.

• A background in **healthcare, disability services, mental health, social work, or the ABA therapy field** is strongly preferred.

• **Self-motivated, accountable, and emotionally resilient** — you take responsibility for your cases and confront difficult conversations head-on.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunities for professional development and growth within the organization.

• Supportive work environment with a focus on employee well-being.

• Flexibility in work arrangements to promote work-life balance.