Client Intake & Insurance Verification Agent (ABA Therapy) - CST Hrs | Remote

ISTA Personnel Solutions South Africa is a dynamic and fast-growing BPO company based in South Africa, specializing in providing top-tier operational support to US-based companies. We are not a recruitment agency; we are a dedicated extension of our clients' teams, delivering high-quality service with precision, efficiency, and a personal touch.

We are seeking a Client Intake & Insurance Verification Agent for our US-based client, a growing ABA (Applied Behaviour Analysis) Therapy company that provides evidence-based behavioural support services to children and families. This is a newly structured position with a small, hands-on team - you'll be the first point of contact for families starting their ABA journey, and you'll also support insurance verification and general office administration. As the company grows, this role will likely be split into more specialised positions, giving early team members strong opportunities to grow into a specific department.

This position is best suited for someone with a healthcare or medical office background, a calm and confident phone manner, and the organisational skill to juggle intake calls, insurance queries, and admin tasks in one day.

PLEASE NOTE

• Working Hours: Monday to Friday, 4 PM to 1 AM (SAST), subject to change in accordance with daylight saving time.
• Internet Requirements: A dedicated, fixed FIBRE internet connection with a minimum speed of 25 Mbps upload and 25 Mbps download at your remote work location is mandatory. Connections via Rain, LTE, 5G, or similar are not acceptable. Applicants without a fixed fibre line will not be considered.
• Public Holidays: Required to work on all South African public holidays and will be compensated in accordance with the provisions of the Basic Conditions of Employment Act (BCEA).
• Power Backup: A reliable backup power solution that can support your equipment for the duration of your scheduled working hours during power outages (UPS, inverter, solar, etc.) is mandatory. Applicants without a reliable backup solution will not be considered.
• Work Environment: Fully remote within South Africa.

Duties & Responsibilities

• Answer inbound calls and respond to new inquiries from parents/guardians interested in ABA therapy services, following the company's phone call guide
• Conduct intake calls: explain services, answer questions, and collect client, guardian, medical, and insurance information
• Send intake forms/packets to families and follow up to ensure they are completed and returned
• Conduct insurance and benefits verification (VOB) with insurance companies, including Medicaid MCO plans
• Follow up with doctors' offices and providers on outstanding referrals, diagnosis reports, and medical documentation (calls, faxes, and email)
• Review submitted client documentation (diagnosis reports, referrals, insurance cards) for completeness and accuracy
• Create and maintain organised client folders and documentation in SharePoint, following naming and filing conventions
• Accurately log all communications, call outcomes, and next steps in the tracking spreadsheet/CRM
• Assist with general office administration and operational tasks as needed (TBD, will grow with the role)
• Participate in training and process updates as the company scales and the role becomes more specialised

Requirements

• Previous experience in a healthcare, medical office, or insurance-related environment is required
• Experience with patient/client intake and insurance/benefits verification is strongly preferred
• ABA therapy or behavioural health experience is a big plus
• Excellent verbal and written communication skills with a friendly, professional, and empathetic phone manner
• Strong customer service orientation, with the ability to build trust with families quickly
• Critical thinking and problem-solving ability; comfortable working off script in real conversations
• Proactive, detail-oriented, and able to work accurately in a fast-paced environment
• Comfortable using MS Office and Outlook (no advanced Excel skills required)
• Responsible, self-managed, and comfortable working remotely with minimal supervision

If you are not contacted within 14 working days, please consider your application unsuccessful.