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
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