Customer Care Specialist

Overview:

Seeking Customer Care Specialist to work in our Addison office 1pm - 9pm Monday through Friday

Location: Dallas, TX (Addison area)

This role is the heartbeat of our patient support experience, and reliability is its foundation. Our patients and team members count on this person to show up, follow through, and deliver consistent, accurate service every day. There will be times when you are the only support agent available for the team, so dependability isn’t just valued here, it’s essential. You’ll embody our customer-centric mindset in every interaction, with patients and teammates alike, treating each one as a chance to build trust.

Additional Requirements:

Must be at least 18 years of age or over.

Position hours are: Monday - Friday from 1pm - 9pm - IN OFFICE

How you will make an impact:

• Be a dependable first point of contact for patients, responding to inquiries daily via phone, email, and text as assigned, with timely follow-through on every request.
• Document all patient activity thoroughly in Zendesk so nothing falls through the cracks, and colleagues can pick up where you left off.
• Perform data entry with a minimum accuracy rate of 96%, taking ownership of the quality of your work.
• Verify the accuracy and completeness of patient forms before they move forward.
• Assist as needed to handle Operations Support tasks:
  • Monitor the daily onsite clinic slack channel and virtual clinic dashboard to address patient and clinic support needs promptly.
  • Post virtual clinic patient device issues for nurse practitioners to address, ensuring smooth clinic operations.
  • Approve onsite clinic patients’ eligibility using information provided by onsite team leads and records in Salesforce, contributing to efficient patient management.
  • Utilize equipment manuals and team resources to troubleshoot equipment error codes as needed, ensuring clinic equipment functions optimally.
  • Connect Nurse Practitioners with high-risk patients at onsite clinics.
  • Reach out to available nurse practitioners when there are patients in virtual clinic queue experiencing high wait times.
  • Correct and update demographic information in patient charts as needed.
• Communicate professionally, empathetically, and clearly with patients, both verbally and in writing.
• Safeguard patient privacy and maintain the confidentiality of PHI in accordance with company policy and procedure and HIPAA requirements.
• Stay flexible as we grow. As a rapidly growing organization, responsibilities may evolve over time, and we count on you to adapt with us.

What you need to be successful:

Required:

Success in this role requires strong customer service skills and a high level of accuracy helping patients navigate the correct patient workflow and next step to complete their VirtualCheckup journey.

• Highly dependable, with a track record of reliability and consistent attendance and tenure.
• Excellent written and verbal communication skills, with strong grammar.
• High school diploma or equivalent required.
• Proven experience with alphanumeric and 10-key data entry, with a typing speed of 35 WPM and exceptional accuracy.
• 1+ year of customer service experience, preferably in a healthcare or patient support setting.
• Ability to work independently and stay calm and organized when covering the team solo.
• Strong sense of urgency and a resourceful, self-starter mindset.
• Exceptional organizational skills and attention to detail.
• Ability to thrive in a fast-paced, evolving environment.
• Proficiency with technology systems, including working knowledge of MS Word, Excel, and Outlook.
• Experience handling confidential information with care and discretion.

Preferred

• Bilingual in English and Spanish.
• Experience with Zendesk or a similar ticketing system.
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Who we are:

Catapult Health’s Core Values are a way of life for our team members. They influence who we are and the decisions we make across the organization.

• Do What’s Right: We lead by example. Our decisions are made with integrity, inclusion, dignity, and thoughtfulness.
• Work Smart and Innovate: We are thought leaders with a knack for disruption. Challenging the status quo is the name of our game.
• Be Professional: We interact with poise and awareness, fostering a culture of respectful and inclusive encounters.
• Always Empower: We rise by helping others maximize their potential and hold ourselves accountable to being our best.
• Care and Serve: We are a mission-driven business with mission-driven team members. Cultivating relationships and helping others is at the core of what we do.

Why join Catapult Health:

• Above all, join us because of our team. We are a fantastically innovative, diverse, and enthusiastic team that is passionate about making meaningful contributions toward our shared purpose: Empowering individuals to improve their health!
• Competitive compensation with annual merit increases
• Employee Assistance and Engagement Platform available to team members and their immediate household family members!
• Health, Dental and Vision Insurance Programs avaialble
• Exceptional Benefits package!

Additional Info:

Catapult Health is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.Este empleador participa en E-Verify y proporcionará al gobierno federal la información de su Formulario I-9 para confirmar que usted está autorizado para trabajar en los EE.UU..