Customer Care (part time)

Title: Customer Care / Patient Support Specialist

SHIFT: 9:00am - 5:30pm Tuesday, Wednesday and Thursday

Location: Dallas, TX (Addison area - in office only)

The Customer Care Specialist role is a pivotal position at Catapult, responsible for ensuring a strong patient experience. THE HOURS FOR THIS ROLE ARE normally 9:00am - 5:30pm Tuesday through Thursday (with a 30 minute lunch).

Catapult Health is transforming the delivery of preventive care through our onsite and VirtualCheckup™ programs.  To support our expanding business, we are seeking motivated, positive, upbeat and confident Customer Care Specialists for our newly created Customer Care Team in Dallas, Texas!  This role will “wow” our participants with exceptional customer service.   

Interested in joining our team?  We are looking to hire immediately.  The right candidate has an infectious personality, a desire to engage in meaningful conversation (electronic and phone), the ability to think critically on their feet in the moment and a passion for genuinely helping others while being positive and professional at all times. 

• Engage directly with participants who contact us for a variety of topics ranging from helping with VirtualCheckup™ registration to assisting in accessing a video consultation to problem-solving when everything doesn’t go as planned. (This is primarily via inbound emails, text messages and chat conversations, but also requires support of inbound and outbound phone calls, email correspondence, follow-up or other forms of communication).  

• Research and problem-solve to determine appropriate solutions for the participant and follow-up as needed to resolve issues.  

• Operate with understanding, active listening, patience, empathy, and kindness to participants and Team Members alike. 

• Go above and beyond to “wow” all internal and external customers. We aren’t looking for someone who just wants to “check the box” on the support request – we’re searching for those who can engage and think critically to find the right solution. 

• Operate with a willingness to learn. We share feedback, we get feedback and we operate in a culture of being open-minded to grow. Many of our Team Members have grown into other roles in the company, so having a long-term career focus is ideal.  

• Assist in processing PCP Forms, High Risk Follow-ups, and Medical Record Requests as needed to support seasonal business requirements. 

• Help participants, primarily using our Zendesk and Textline platforms as well as internal systems, to research solutions and document their support requests.  Being detail-oriented is critical!  

• Strong data entry skills. 
• Demonstrate excellent communication skills (written, verbal, reading, and listening).  Bilingual Spanish / English is a plus. 
• Proven ability to maintain confidentiality and secure sensitive information. 
• Ability to multi-task (i.e. talk on the phone while navigating on the computer and taking notes).  
• Ability and flexibility to adapt to change in accordance with the business needs. 
• Flexibility to shift your schedule and/or work additional hours, as needed. 
• Operate with ownership, be a self-starter and have strong attention to detail.  
• Proficiency with call tracking, support or other systems. 
• 1+ year(s) working in a customer-focused environment, ideally a call center or customer care center. 
• High school education or equivalent. 
• Previous dispatch and/or customer support experience, highly preferred.
• Basic computer proficiency, required.
• Familiarity with CRM software (Salesforce) and dashboards is a plus.
• Healthcare experience with an understanding of clinic operations and patient needs, is a plus.
• Ability to work independently and in a team environment.
• Strong organizational skills and attention to detail.
• Ability and flexibility to adapt to change.
• Strong critical thinking and problem-solving skills.
• Ability to multitask and manage time effectively with strong follow-up skills.
• Dependable and reliable to maintain an exceptional attendance record; coming to work on time and understanding the impact missing work or coming in late will have on the business as well as co-workers.
• Excellent written and verbal communication and customer service skills required for internal and external communication.
• A self-motivated & self-disciplined individual with a sense of urgency.
• Quick learner with a capacity to understand how a similar situation might exist and be resolved with a similar solution.
• Strong emotional intelligence.

• Physical Requirements include: 

  • Sitting: Ability to sit at a desk or workstation for extended periods, often several hours at a time.

  • Keyboarding: Frequent use of hands and fingers for typing and data entry, requiring fine motor skills and manual dexterity.

  • Vision: Sufficient near vision for reading from a computer monitor and documents, with close vision requirements due to detailed work.

  • Hearing and Speaking: Ability to hear and communicate, sometimes required for phone-based communication or team collaboration.

  • Repetitive Motion: Ability to engage in repetitive tasks, primarily data entry using a keyboard.

  • Mobility: Some positions may require occasional standing, walking, reaching, or stooping within the office environment.

  • Manual Dexterity: Fine and gross motor manipulation for handling documents, operating a mouse, or using office equipment, oftentimes for the entire shift.

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.

• 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!
• 401(k) match
• Team building activities

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..

Catapult Health is committed to the full inclusion of all qualified individuals. In keeping with our commitment, we will take the steps to assure that people with disabilities are provided reasonable accommodations, absent undue hardship. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact our HR team at: hr@catapulthealth.com or 214-785-2200 (dial 5 for Human Resources).