Position: Case Manager

Location: Remote (South Africa) - US Working Hours (9 AM to 5 PM EST)

Employment Type: Full-Time

Salary: Paid in South African Rand (ZAR)

Position Overview

The ABA Case Manager serves as the primary point of contact for all operational and service-related matters once a client begins services. This role acts as the liaison between families, RBTs, BCBAs, and internal departments, ensuring clear communication, quick problem resolution, and a positive experience for everyone involved. The primary goal is to maintain high client satisfaction, staff satisfaction, consistency of care, and long-term retention.

Key Responsibilities

• Serve as the primary point of contact for families and RBTs throughout active services.
• Coordinate and resolve scheduling changes, call-outs, cancellations, and other day-to-day operational issues.
• Proactively communicate with parents, caregivers, and staff to ensure concerns are addressed promptly.
• Collaborate with BCBAs, Recruiting, Scheduling, Billing, and Authorizations teams to ensure cases run smoothly.
• Order client materials and manage spending within assigned client budgets.
• Develop a strong understanding of CentralReach and provide first-line support for system-related questions and troubleshooting.
• Escalate system issues when necessary and follow through to resolution.
• Monitor active cases to identify risks to client or staff retention and implement proactive solutions.
• Maintain accurate case documentation and ensure all case information remains up to date.
• Build strong relationships with families and staff while delivering exceptional customer service throughout the client's ABA journey.

Requirements

• Previous experience in ABA, healthcare, case management, client services, care coordination, or a similar role.
• Strong communication and interpersonal skills with the ability to manage sensitive situations professionally.
• Excellent problem-solving and conflict-resolution abilities.
• Highly organized with strong attention to detail and the ability to manage multiple priorities.
• Ability to work independently and take ownership of assigned cases.
• Experience providing high-level customer service in a fast-paced environment.