Catena

Customer Service Associate – Healthcare, Telemedicine

Catena

full-time

Posted on:

Location Type: Remote

Location: Colombia

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About the role

  • **Core Responsibilities*****Customer Support & Experience – 30%***
  • - Respond to inbound inquiries via email, chat, and ticketing platforms.
  • - Resolve questions related to orders, billing, delivery, account access, and program support.
  • - Own customer cases end-to-end, ensuring timely resolution and follow-through.
  • - Maintain empathetic, professional communication while managing multiple cases concurrently.
  • - Accurately document all interactions in internal systems.
  • ***Medical Assistance & Care Coordination – 25%***
  • - Prepare and organize patient records for clinician review.
  • - Upload and manage medical documentation, lab results, and supporting records.
  • - Coordinate clinician appointments or follow-ups when required.
  • - Ensure patient information is complete, accurate, and ready for clinical action.
  • ***Pharmacy & Medication Coordination – 20%***
  • - Coordinate with pharmacy partners to ensure prescriptions are processed and delivered on time.
  • - Track medication fulfillment and follow up on delays or delivery issues.
  • - Communicate medication status, timelines, and next steps clearly to patients.
  • - Escalate pharmacy-related issues according to established procedures.
  • ***Escalations, Calls & Documentation – 15%***
  • - Identify cases requiring escalation and route them according to SOPs.
  • - Handle limited inbound or outbound phone calls when requested by patients.
  • - Document call outcomes and escalation actions accurately.
  • - Follow defined escalation paths and compliance requirements.
  • ***Process Improvement, Compliance & Quality – 10%***
  • - Identify recurring issues, workflow gaps, and patient pain points.
  • - Provide clear feedback to CX leads and internal stakeholders.
  • - Handle protected health information with strict attention to privacy and accuracy.
  • - Complete required compliance and security training on time.

Requirements

  • Must-Haves (Required)
  • - 1–3 years of experience in customer support, service operations, or care coordination.
  • - Excellent written and spoken English communication skills.
  • - Strong attention to detail and organizational skills.
  • - Ability to manage high case volumes without sacrificing quality or accuracy.
  • - Comfort working across multiple systems and workflows.
  • - Strong sense of responsibility when handling sensitive and confidential information.
  • Nice-to-Haves (Preferred)
  • - Experience in healthcare, telemedicine, pharmacy, or medical administration.
  • - Background in customer support, care coordination, or medical billing.
  • - Familiarity with EHR systems or healthcare ticketing platforms.
  • - Healthcare-related education or training.
  • **Tools Proficiency** Must-Haves (Required)
  • - Ticketing platforms
  • - Customer support platforms
  • - Internal documentation tools
  • - Secure communication systems
  • - EHR or medical record systems
  • Nice-to-Haves (Preferred)
  • - Workflow automation tools
  • - CRM platforms
  • - Healthcare-specific software
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
customer supportcare coordinationmedical documentationbillingmedication fulfillmentprocess improvementcompliancequality assuranceattention to detailorganizational skills
Soft skills
communication skillsempathyresponsibilitytime managementproblem-solving