Case Manager - TALENT POOL

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. Benefits Comfortable working U.S. hours Remote work from home Fraud Disclaimer: ReWorks Solutions will never request payment during recruitment or require in-person office visits. All official communication will come from a ReWorks Solutions email address. Please verify any suspicious messages with our team directly.