Team Lead - Intake & Case Management (ABA)

Job Title: Team Lead – Intake & Case Management (ABA)
Location: Remote (South Africa – US Hours)
Job Type: Full-Time
Working Hours: Monday to Friday, US Business Hours (9 AM – 5 PM EST)

Key Responsibilities:

• Lead and manage the intake and case management team, providing daily oversight, support, and performance coaching
• Oversee the full client intake lifecycle, including initial inquiries, insurance verification, authorizations, and onboarding
• Ensure accurate and timely entry and maintenance of client data within CentralReach and other CRM systems
• Monitor team productivity, workflows, and turnaround times to ensure SLAs are consistently met
• Develop, implement, and improve intake and case management processes and SOPs
• Act as the escalation point for complex cases, delays, or client concerns
• Collaborate with clinical, billing, and scheduling teams to ensure seamless client onboarding and service delivery
• Track and report on key metrics (e.g., intake timelines, conversion rates, authorization turnaround times)
• Conduct regular quality assurance checks to ensure data accuracy and compliance with company and payer requirements
• Train and onboard new team members on systems, workflows, and best practices
• Ensure compliance with HIPAA and internal documentation standards

Requirements:
• 3+ years experience in ABA operations, intake coordination, or case management
• Proven experience in a leadership or supervisory role
• Hands-on experience with CentralReach (required) and other CRM/EMS systems
• Strong understanding of ABA intake processes, including insurance verification and authorizations
• Excellent organizational and multitasking abilities
• Strong attention to detail and process-driven mindset
• Effective communication and team leadership skills
• Ability to work independently in a fast-paced, remote environment
• Must be available to work U.S. business hou

Benefits:
• Comfortable working U.S. hours
• Remote work from home

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