Catena

Customer Service Associate, Consumer Biotech – Digital Health

Catena

full-time

Posted on:

Location Type: Remote

Location: Colombia

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About the role

  • **Core Responsibilities*****Medical Assistance & Clinical Support – 30%***
  • - Ensure clinicians have complete and accurate patient information within EHR systems.
  • - Support medical charting, lab uploads, and documentation preparation.
  • - Triage medical-related support tickets to appropriate clinical teams.
  • - Maintain compliance with healthcare data and documentation standards.
  • ***Care Coordination & Medication Management – 25%***
  • - Coordinate between clinicians, pharmacies, and patients to support prescription fulfillment.
  • - Assist with appointment scheduling and clinician–patient coordination when needed.
  • - Resolve medication delivery and fulfillment issues proactively.
  • - Act as an operational bridge between clinical and pharmacy partners.
  • ***Customer Support & Customer Success – 30%***
  • - Handle customer inquiries related to billing, shipping, care, and provider questions.
  • - Own the end-to-end customer experience from onboarding through ongoing care.
  • - Deliver clear, empathetic, and efficient communication across all touchpoints.
  • - Manage a limited volume of phone calls for complex issue resolution when required.
  • ***Process Improvement & Product Feedback – 15%***
  • - Identify repetitive or inefficient workflows and document actionable feedback.
  • - Partner with internal teams to support improvements to CX systems and processes.
  • - Maintain required compliance certifications (e.g., HIPAA, GDPR) on schedule.

Requirements

  • Must-Haves (Required)
  • - Excellent written and spoken English communication skills.
  • - Strong organizational skills with the ability to manage multiple workflows simultaneously.
  • - High attention to detail, especially when handling sensitive or protected health information.
  • - Ability to operate effectively in fast-paced, high-intensity environments.
  • - Self-directed learning ability with comfort adopting new tools and systems quickly.
  • - Strong service mindset with a patient-first orientation and ownership mentality.
  • Nice-to-Haves (Preferred)
  • - 2+ years of experience in Customer Support, Customer Success, Medical Assistance, or Care Coordination.
  • - Background in healthcare, nursing, pharmacy, or medically adjacent fields.
  • - Experience with medical billing, healthcare operations, or clinical workflows.
  • - Familiarity with no-code tools or automation-focused systems.
  • **Tools Proficiency**Must-Haves (Required)
  • - EHR or healthcare workflow systems
  • - Customer support or ticketing platforms
  • - Slack
  • - Email
  • - Notion
  • - Google Workspace
  • Nice-to-Haves (Preferred)
  • - CRM or CX platforms
  • - Scheduling tools
  • - No-code or automation tools
Benefits
  • - **Competitive Salary:** Based on experience and skills
  • - **Remote Work:** Fully remote—work from anywhere
  • - ** Performance Bonus:** Based on data accuracy, reporting timeliness, and overall sales efficiency
  • - ** Team Incentives:** Recognition for maintaining 100% CRM hygiene and on-time reporting
  • - ** Generous PTO:** In accordance with company policy
  • - ** Health Coverage for PH-based talents:** HMO coverage after 3 months for full-time employees
  • - **Direct Mentorship:** Guidance from international industry experts
  • - **Learning & Development:** Ongoing access to resources for professional growth
  • - **Global Networking:** Connect with professionals worldwide
  • **Our Recruitment Process**
  • - Application
  • - Screening
  • - Skills Assessment
  • - Top-grading Interview
  • - Client Interview
  • - Job Offer
  • - Client Onboarding
  • **Ready to Join Us?**If this role aligns with your skills and goals, apply now to take the next step in your journey with Pearl.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
EHR systemsmedical chartinglab uploadsdocumentation preparationmedical billinghealthcare operationsclinical workflowsno-code toolsautomation-focused systems
Soft skills
written communicationspoken communicationorganizational skillsattention to detailself-directed learningservice mindsetpatient-first orientationownership mentality
Certifications
HIPAAGDPR