Customer Care Specialist

Catapult Health • Dallas, TX

9d • Onsite

About The Position

Catapult Health is seeking a dependable, detail-oriented Customer Care Specialist to support patients and team members from its Addison office in Dallas, Texas. The role is a first point of contact for patient inquiries and helps patients navigate the correct workflow and next steps in their VirtualCheckup journey. The specialist communicates with patients by phone, email, and text, documents activity in Zendesk, enters and verifies data and forms, and supports onsite and virtual clinic operations as needed.

The position requires consistent attendance, accuracy, discretion with protected health information, and the ability to work independently and stay organized when serving as the only support agent available. Responsibilities may evolve as the organization grows. The schedule is Monday through Friday, 1 p.m. to 9 p.m., in office.

Requirements

• At least 18 years of age.
• High school diploma or equivalent.
• At least one year of customer service experience; healthcare or patient support experience is preferred.
• Strong customer service skills and the ability to guide patients through the correct workflow and next steps in their VirtualCheckup journey.
• High dependability, with a track record of reliability, consistent attendance, and tenure.
• Excellent written and verbal communication skills, including strong grammar.
• Proven alphanumeric and 10-key data-entry experience, typing speed of 35 WPM, and exceptional accuracy.
• Ability to work independently and remain 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.

Nice To Haves

• Bilingual in English and Spanish.
• Experience with Zendesk or a similar ticketing system.
• Customer service experience in a healthcare or patient support setting.

Responsibilities

• Respond to patient inquiries by phone, email, and text as assigned, and follow through on requests in a timely manner.
• Document patient activity thoroughly in Zendesk.
• Perform data entry while meeting a minimum accuracy rate of 96%.
• Verify the accuracy and completeness of patient forms before they move forward.
• Monitor the daily onsite clinic Slack channel and virtual clinic dashboard and address patient and clinic support needs promptly.
• Post virtual clinic patient device issues for nurse practitioners to address.
• Approve onsite clinic patient eligibility using information from onsite team leads and records in Salesforce.
• Use equipment manuals and team resources to troubleshoot equipment error codes.
• Connect nurse practitioners with high-risk patients at onsite clinics.
• Contact available nurse practitioners when patients in the virtual clinic queue experience high wait times.
• Correct and update demographic information in patient charts as needed.
• Communicate professionally, empathetically, and clearly with patients verbally and in writing.
• Safeguard patient privacy and maintain the confidentiality of protected health information in accordance with company policy and HIPAA requirements.
• Adapt to evolving responsibilities as the organization grows.

Benefits

• 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.
• Exceptional benefits package.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED