Case Coordinator - Applied Behavior Analysis (ABA) Healthcare Sector

The ideal candidate has previous experience in client-facing case coordination, healthcare operations, or scheduling, with the ability to manage competing priorities while maintaining a high standard of service.

Key Responsibilities

• Case & Schedule Coordination: Coordinate and maintain client schedules, ensuring appropriate provider availability, staffing, and coverage for ABA services.
• Client & Family Communication: Act as a primary point of contact for clients, families, and service providers regarding scheduling, availability, and service-related queries.
• Schedule Management: Manage schedule changes, cancellations, and provider availability while minimising disruptions to client services.
• Case Monitoring & Follow-Up: Track active cases, monitor outstanding actions, and ensure scheduling or service-related issues are followed up and resolved promptly.
• Recordkeeping & Documentation: Maintain accurate and up-to-date client records, case notes, and documentation within the relevant company systems.
• Internal Collaboration: Work closely with clinical, administrative, and operational teams to support effective coordination and continuity of services.
• Reporting & Administration: Generate reports, maintain trackers, and assist with administrative projects as required.
• Systems & Process Efficiency: Use CRM, scheduling, and case management systems to maintain visibility of cases, manage workflows, and support efficient service delivery.
• Problem-Solving: Identify potential scheduling conflicts or service gaps early and implement practical solutions to minimise disruption.

Requirements & Experience

• Previous experience in client-facing case coordination, healthcare administration, scheduling, or healthcare operations.
• Preferably a senior-level professional with demonstrated experience managing complex schedules, multiple cases, and client relationships.
• Strong communication and interpersonal skills, with the ability to engage professionally with clients, families, and service providers.
• Experience using CRM systems, scheduling platforms, or case management software.
• Proficiency in Microsoft Office, particularly Excel, Outlook, Word, and Teams.
• Excellent organisational skills and exceptional attention to detail.
• Ability to manage competing priorities, work independently, and make sound decisions in a fast-paced environment.
• Strong follow-up and time-management skills, with a proactive approach to resolving outstanding issues.
• Ability to remain calm, professional, and solutions-focused when handling last-minute changes or challenging situations.

Preferred Qualities

We are looking for someone who is:

• Proactive and solutions-oriented: Anticipates challenges and takes initiative to resolve them.
• Highly organised: Can manage multiple schedules, cases, and follow-ups without losing track of important details.
• Client-focused: Builds positive relationships and provides a professional, responsive service.
• Accountable: Takes ownership of tasks and ensures commitments are followed through.
• Adaptable: Comfortable managing changing schedules and shifting priorities.
• Resilient under pressure: Remains composed and effective when dealing with urgent requests or service disruptions.
• Collaborative: Works effectively with families, providers, and internal teams to achieve the best possible service outcomes.

Working Hours & Conditions

• Location: Fully remote — South Africa
• Working hours: Monday to Friday, 9:00 AM – 5:00 PM Eastern Time (EST/ET)
• Weekends: No weekend work required
• Holidays: Follows the US holiday schedule
• Required software: No specific software mandated; experience with CRM, scheduling, and case management systems is advantageous.

What Success Looks Like

The successful candidate will ensure client schedules are well coordinated, service disruptions are minimised, communication remains clear and timely, and all cases receive the necessary follow-up. They will take ownership of day-to-day coordination and help maintain a smooth, reliable experience for clients, families, and service providers.