Client Care and Operations Coordinator, US Healthcare – CST Hours

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

📋 Description

• Conduct introductory calls with new families prior to the start of services.

• Clarify onboarding procedures, attendance requirements, and address non-clinical inquiries.

• Perform family satisfaction assessments and employee wellbeing check-ins.

• Recognize and escalate concerns related to family and employee engagement, support, or burnout.

• Solicit Google reviews from families who are satisfied with our services.

• Organize family exit interviews and gather feedback.

• Monitor trends in attendance and cancellations.

• Evaluate case health and family participation.

• Keep track of authorizations, assessments, and necessary documentation.

• Compile reports detailing trends, successes, and areas for improvement.

• Contribute to quality improvement initiatives.

• Assist leadership with operational and administrative duties.

• Liaise with insurance providers, external agencies, and healthcare partners.

• Follow up on pending documentation.

• Support operational projects and process enhancements.

• Provide general administrative assistance.

⛳️ Requirements

• Previous experience in customer service, healthcare administration, client care, operations, administration, quality assurance, or care coordination.

• Exceptional verbal and written communication skills in English.

• Professional, confident, and empathetic telephone demeanor.

• High emotional intelligence for managing sensitive discussions with professionalism.

• Strong organizational and time management capabilities.

• Ability to juggle multiple tasks and prioritize conflicting responsibilities.

• Comfortable with learning new systems and technologies.

• Proficient in Microsoft Office Suite and Outlook.

• Capable of working independently in a fully remote setting.

• Fixed fiber internet with a minimum of 25 Mbps upload and download speeds, along with wired Ethernet capability.

• Reliable backup power source for load shedding or outages.

• Availability to work Monday to Friday, from 4:00 PM to 1:00 AM SAST, considering daylight saving time adjustments.

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

• Preferred: Experience in U.S. healthcare.

• Preferred: Experience in Applied Behaviour Analysis (ABA).

• Preferred: Familiarity with CRM or EMR systems, such as HubSpot.

• Preferred: Experience in customer success, client services, patient support, care coordination, or healthcare operations.

🏝️ Benefits

• Fully remote working environment.

• Comprehensive training provided.

• Responsibilities introduced gradually during the training period.

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