Client Intake, Insurance Verification Agent – ABA Therapy

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

📋 Description

• Handle incoming calls and address inquiries from parents or guardians interested in ABA therapy services, adhering to the company's call guidelines.

• Perform intake calls, clarify service offerings, respond to queries, and gather information regarding clients, guardians, medical details, and insurance.

• Distribute intake forms and packets to families, following up to guarantee their completion and return.

• Carry out verification of insurance and benefits (VOB) with insurance firms, including Medicaid MCO plans.

• Follow up with healthcare providers and doctors’ offices concerning outstanding referrals, diagnostic reports, and necessary medical documentation through calls, faxes, and emails.

• Assess client documentation, such as diagnosis reports, referrals, and insurance cards, for thoroughness and accuracy.

• Organize and maintain client folders and documentation in SharePoint, adhering to established naming and filing protocols.

• Accurately log communications, call outcomes, and subsequent steps in the tracking spreadsheet or CRM.

• Assist with general office administrative tasks and operational duties as required.

• Engage in training sessions and process updates as the company expands and the role becomes more specialized.

⛳️ Requirements

• A background in a healthcare, medical office, or insurance-related setting is essential.

• Experience in patient/client intake and insurance/benefits verification is highly preferred.

• Prior experience in ABA therapy or behavioral health is a significant advantage.

• Outstanding verbal and written communication abilities, coupled with a friendly, professional, and empathetic phone demeanor.

• Strong customer service focus and the ability to quickly establish trust with families.

• Capable of critical thinking and problem-solving; comfortable engaging in conversations without a script.

• Proactive, detail-oriented, and able to work accurately in a fast-paced setting.

• Proficient in using MS Office and Outlook; advanced Excel skills are not necessary.

• Responsible, self-directed, and comfortable working remotely with minimal supervision.

• Availability from Monday to Friday between 4 PM and 1 AM SAST, adjusting for daylight saving time changes.

• A reliable fixed fibre internet connection at the remote work location, with at least 25 Mbps upload and download speeds; connections such as Rain, LTE, 5G, or similar are unacceptable.

• A dependable backup power solution capable of supporting equipment throughout the entire scheduled work period during power outages.

🏝️ Benefits

• Required to work on all South African public holidays, with compensation in line with the Basic Conditions of Employment Act (BCEA).

• Fully remote work available within South Africa.

• Opportunities for advancement into specialized departments as the company grows.