Customer Care Specialist

Catapult Health, LLC • Dallas, TX

17d • Onsite

About The Position

Catapult Health is seeking a Customer Care Specialist to work in its Addison office in Dallas, Texas, from 1 p.m. to 9 p.m., Monday through Friday. This role is a first point of contact for patients and supports a dependable, accurate, and patient-centered support experience. The specialist may be the only support agent available at times and is expected to work independently, follow through consistently, and build trust with patients and teammates.

The role supports patients through phone, email, and text, documents activity in Zendesk, performs accurate data entry, and verifies patient forms. It also assists with onsite and virtual clinic operations, including monitoring support channels and dashboards, helping resolve equipment issues, coordinating with nurse practitioners, confirming patient eligibility, and updating patient chart demographics. The specialist must communicate empathetically and professionally, protect patient health information in accordance with company policy and HIPAA, and adapt as responsibilities evolve in a growing organization.

Requirements

• Must be at least 18 years of age.
• High school diploma or equivalent.
• At least 1 year of customer service experience; healthcare or patient support experience is preferred.
• Strong customer service skills and accuracy in helping patients navigate the appropriate workflow and next steps for their VirtualCheckup journey.
• High dependability, with a track record of reliability, consistent attendance, and tenure.
• Excellent written and verbal communication skills, including strong grammar.
• Experience with alphanumeric and 10-key data entry, 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.
• Ability to work in the office Monday through Friday from 1 p.m. to 9 p.m.

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, with timely follow-through on requests.
• Document patient activity thoroughly in Zendesk.
• Perform data entry with a minimum accuracy rate of 96%.
• Verify the accuracy and completeness of patient forms.
• 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 PHI in accordance with company policy, procedure, 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 insurance programs available.
• Dental insurance programs available.
• Vision insurance programs available.
• Exceptional benefits package.

What This Job Offers

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