Care Coordinator – US Healthcare

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

📋 Description

• Greet new families and guide them through the journey of ABA services

• Act as the main non-clinical contact for families

• Perform scheduled calls to assess family satisfaction and quality

• Proactively identify concerns and escalate them as needed

• Foster strong relationships through outstanding customer service

• Organize family exit interviews and collect feedback

• Motivate satisfied families to share their experiences through online reviews

• Provide support to new employees during the onboarding process

• Conduct regular check-ins with employees during their initial six months

• Keep track of employee satisfaction and engagement levels

• Address concerns related to burnout, scheduling, or communication

• Identify and escalate potential retention risks

• Monitor attendance, cancellations, and service trends

• Track the progress of onboarding and compliance documentation

• Supervise certifications and necessary employee records

• Analyze operational trends to pinpoint areas for improvement

• Prepare reports for leadership review

• Ensure meticulous record-keeping and documentation

• Assist the Director of Care Coordination with daily operational tasks

• Coordinate communication with insurance companies, physician offices, and external agencies

• Follow up on pending documentation and authorizations

• Arrange appointments and keep scheduling updated

• Handle cancellations and maintain precise documentation

• Execute operational projects aimed at enhancing team efficiency

⛳️ Requirements

• Background in healthcare administration, medical administration, patient care coordination, customer success, client services, operations coordination, or healthcare customer service

• Exceptional verbal and written communication skills in English

• Excellent telephone manners and confidence in client interactions

• Strong skills in relationship building

• Excellent organizational and time management skills

• Ability to juggle multiple competing priorities

• High level of attention to detail

• Strong problem-solving abilities

• Capacity to work independently while maintaining high accountability

• Proficient in Microsoft Office and Google Workspace

• Fixed fibre line with a minimum upload and download speed of 30 Mbps and wired Ethernet capability

• Dependable backup power source

• Availability to work Monday to Friday from 4:00 PM to 1:00 AM SAST

• Willingness to work on South African and U.S. public holidays

• Highly advantageous: experience in supporting U.S. healthcare clients, ABA/behavioral health/therapy practices, medical scheduling or care coordination, healthcare compliance, insurance providers, customer success, or client experience

🏝️ Benefits

• Compensation for South African public holidays in line with the BCEA

• Comprehensive training provided

• Fully remote work arrangement