Sr. Customer Care Professional

Katch•Remote, FL

14h•Remote

About The Position

Katch is a leading healthcare technology company specializing in payment coordination. We partner with health plans, providers, and other stakeholders to identify, recover, and prevent payment errors, helping our clients reduce costs and improve operational efficiency. We are building a growing team that thrives in a fast-moving environment. We look for curious, resourceful problem-solvers who are comfortable working across priorities, navigating ambiguity, and using technology to deliver results. Ideal candidates are collaborative, eager to learn, and energized by improving how work gets done. The Sr. Customer Care Professional serves as the primary point of contact for customers regarding potential third-party liability inquiries. This role is responsible for handling inbound calls, assessing customer needs, resolving issues, documenting interactions, and delivering high-quality customer service while meeting productivity and quality standards. The position requires strong communication, problem-solving, and computer navigation skills, as well as the ability to work effectively in a fast-paced, team-oriented environment.

Requirements

High school diploma or GED
1+ years of customer service experience resolving customer issues, or one year of office experience using telephone and computer systems as primary work tools
Authorization to work in the United States
Availability to work a full-time schedule during operating hours (10:30am-7:00pm CST)
Proficiency with Windows-based applications and the ability to learn new systems and technologies
Ability to navigate multiple applications while speaking with customers
Strong verbal and written communication skills
Demonstrated customer service, relationship-building, and problem-resolution abilities
Candidates must reside in one of the eligible hiring states: Georgia, Florida, Pennsylvania, Kentucky, Texas, Wisconsin, or Michigan.
Applicants must be located in and legally authorized to work from one of these states at the time of hire and throughout their employment.

Responsibilities

Serve as the primary customer contact for inbound and outbound inquiries related to potential third-party liability and subrogation matters.
Conduct professional interviews to gather, verify, and document information regarding accidents, injuries, insurance coverage, and related claims.
Assess customer needs and determine appropriate next steps using established business processes and guidelines.
Research and resolve customer inquiries while maintaining a high level of accuracy and professionalism.
Utilize multiple computer systems simultaneously to review, document, and update case information during customer interactions.
Ensure timely, accurate, and complete documentation of all customer contacts.
Maintain compliance with HIPAA, privacy regulations, and company policies.
Meet or exceed established productivity, quality, attendance, and schedule adherence expectations.
Identify process improvement opportunities and provide feedback to leadership to enhance customer experience and operational performance.
Collaborate with internal departments and business partners to resolve customer concerns and support recovery initiatives.
Assist with training, guidance, or mentoring of less experienced team members as needed.

Benefits

Comprehensive medical, dental, and vision coverage
Wellness program with resources for healthy living
Health Savings Account (HSA) and Flexible Spending Account (FSA) for tax-free savings
Tuition reimbursement opportunities
Generous PTO so you can recharge
Paid holidays and sick time
Leave options to support life’s biggest moments
Life and Disability insurance through Unum
Voluntary coverage options for added peace of mind (Critical Illness, Accident, Hospital Indemnity, Legal, and Identity Protection)
Employee Assistance Program (EAP) for free, confidential counseling and support
Remote work options available for many roles
Flexible schedules in select positions