Job Description

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ISTA Personnel Solutions South Africa is a dynamic and fast-growing BPO company based in South Africa, specializing in providing top-tier operational support to U.S.-based companies. We are not a recruitment agency - we are a dedicated extension of our clients' teams, delivering high-quality service with precision, efficiency, and a personal touch.
We are currently partnering with a U.S.-based company offering ABA therapy to children and families.
Role Summary:
The Patient Services Coordinator serves as the link between Board Certified Behaviour Analysts (BCBAs), families, and staff. This position manages the placement of BCBAs with patients, coordinates new cases and replacements, and ensures seamless communication among all stakeholders. The role involves handling complaints and sensitive situations, requiring a mix of firmness, empathy, and strong problem-solving skills.
PLEASE NOTE:

• Working Hours: Monday to Friday 9am - 6pm EST (this currently equates to 15:00pm to midnight South African time, subject to change according to daylight savings with the US.)
• Public Holidays: You will be required to work on all South African public holidays (compensated as per BCEA)
• Work Environment: This is a fully remote role based in South Africa.
• Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and support for a wired Ethernet connection is mandatory
• Power Backup: A reliable power backup solution is required to manage load shedding and power outages. Applicants without a power backup cannot be considered

Responsibilities:

• Coordinate the placement of BCBAs with patients, including new cases and replacements.
• Serve as the main point of contact for staff and families, responding promptly to inquiries and concerns.
• De-escalate and resolve complaints from families or staff, using tact and judgment.
• Encourage and motivate parties to follow through on plans or changes, even when resistance is present.
• Utilize client systems and tools to schedule appointments, document actions, and maintain accurate records.
• Maintain ongoing communication with management regarding case status and escalations.

Requirements:

• Industry Experience:

• Advanced customer service or scheduling/coordination experience.
• Prior experience within ABA therapy or a healthcare-related environment is preferred.
• Soft Skills:

• Exceptional English verbal and written communication.
• Ability to multitask in a fast-paced environment.
• Strong interpersonal skills with a knack for nuanced conversations.
• Critical thinking and quick decision-making.
• Resilience and professionalism when handling unhappy clients or staff.
• Technical Skills: Basic computer literacy including MS Office and Outlook. (No advanced Excel required.)

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

Skills Required