Client Care and Operations Coordinator, US Healthcare – CST Hours
Job Description:
- Conduct welcome calls with new families before services commence
- Explain onboarding processes, attendance expectations, and answer non-clinical questions
- Complete family satisfaction and employee wellbeing check-ins
- Identify and escalate family, employee engagement, support, or burnout concerns
- Request Google reviews from satisfied families
- Coordinate family exit interviews and collect feedback
- Monitor attendance and cancellation trends
- Review case health and family engagement
- Track authorisations, assessments, and required documentation
- Prepare reports on trends, successes, and improvement opportunities
- Support quality improvement initiatives
- Assist leadership with operational and administrative tasks
- Communicate with insurance companies, outside agencies, and healthcare partners
- Follow up on outstanding documentation
- Assist with operational projects and process improvements
- Provide general administrative support
Requirements:
- Previous experience in customer service, healthcare administration, client care, operations, administration, quality assurance, or care coordination
- Excellent verbal and written English communication skills
- Professional, confident, and compassionate telephone manner
- High emotional intelligence for navigating sensitive conversations professionally
- Strong organisational and time management skills
- Ability to multitask and prioritise competing responsibilities
- Comfortable learning new systems and technology
- Proficient in Microsoft Office and Outlook
- Ability to work independently in a fully remote environment
- Fixed fibre internet with minimum 25 Mbps upload and download speeds and wired Ethernet capability
- Reliable backup power for load shedding or outages
- Availability to work Monday–Friday, 4:00 PM–1:00 PM SAST, subject to daylight saving time
- Availability to work on South African and U.S. public holidays
- Preferred: U.S. healthcare experience
- Preferred: Applied Behaviour Analysis (ABA) experience
- Preferred: CRM or EMR experience, such as HubSpot
- Preferred: customer success, client services, patient support, care coordination, or healthcare operations experience
Benefits:
- Fully remote work environment
- Comprehensive training provided
- Responsibilities introduced progressively during training
- Compensation for South African public holidays in accordance with the BCEA