CentralReach Support Specialist (ABA Therapy) - EST Hrs (Remote)

ISTA Personnel Solutions is a dynamic and fast-growing BPO company. We are not a recruitment agency - we operate as a dedicated extension of our clients’ teams, delivering high-quality service with precision, efficiency, and a personal touch.

Join our team as a CentralReach Support Specialist (ABA Therapy), supporting Behavior Technicians (BTs) and quality coordination teams delivering ABA therapy to children with autism across the U.S. This role plays a key part in onboarding, training, and maintaining compliance within the CentralReach system, while supporting the broader quality coordination team.

PLEASE NOTE:

• Working Hours: Monday – Friday | 9:00 AM – 6:00 PM EST (4:00 PM – 01:00 AM South African time – subject to daylight savings).
• Public Holidays: This role requires working on both South African and U.S. public holidays (compensation for SA public holidays in accordance with the BCEA).
• Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and wired Ethernet capability is mandatory. Applicants without a fixed fibre line cannot be considered.
• Power Backup: Reliable backup required to manage load shedding or outages. Applicants without a power backup cannot be considered.
• Work Environment: Fully remote.

Key Responsibilities:

Training & Onboarding

• Assist in developing CentralReach training materials, including PowerPoint presentations and Loom video tutorials
• Deliver training sessions to new and existing BTs and provide CR-related training for Quality Coordinators (e.g., adding data, converting timesheets, signing amended notes)
• Take ownership of the NoteGuard platform, including ongoing training and issue resolution

CentralReach & Session Management

• Monitor session note conversion status and follow up with BTs regarding overdue, incorrect, or incomplete sessions
• Guide BTs on how to backdate and correct session data, including meeting with them to amend converted notes as required
• Send session conversion reminders via text, email (CC’ing Giti), and voicemail

Scheduling & Coordination

• Schedule appointments with BTs assigned to new or existing cases
• Update and manage ClickUp cards by BT status (e.g., scheduled, unresponsive, needs assistance, cancelled cases)
• Liaise with managers to connect therapists with assigned teams and escalate BT-related issues by creating and managing Para tickets based on urgency and priority

Reporting & Administration

• Conduct daily check-ins with Giti and refer payroll-related BT queries when appropriate
• Edit converted timesheets when session times require correction
• Compile and submit detailed end-of-day reports outlining daily activities, follow-ups, and outstanding issues

Requirements:
Industry / Technical Experience

• Mandatory: Hands-on experience with CentralReach and supporting ABA therapy or Behaviour Technicians
• Experience in U.S. healthcare administration or a similar operational role is advantageous
• Experience using ClickUp or similar task/project management tools
• Comfortable creating training documentation and Loom video walkthroughs

Soft Skills

• Excellent verbal and written English communication
• Highly organized, detail-oriented, able to manage multiple follow-ups simultaneously
• Confident trainer with the ability to explain systems clearly and patiently
• Proactive, reliable, and comfortable working independently in a remote environment
• Strong problem-solving skills with the ability to escalate issues appropriately

Technical Skills

• Strong computer literacy, including MS Office and Outlook
• Solid understanding of CentralReach data entry, session conversion, scheduling, and reporting

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