Catena

Customer Success Specialist

Catena

full-time

Posted on:

Location Type: Remote

Location: Dominican Republic

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About the role

  • **Your Impact:**
  • - Drive patient satisfaction and trust by providing clear guidance and proactive communication throughout the patient journey.
  • - Contribute to operational efficiency by coordinating cross-functional efforts with clinical and operations teams.
  • - Improve patient outcomes by tracking progress, following up on orders or prescriptions, and ensuring timely resolution of issues.
  • - Identify recurring patient challenges and provide actionable feedback to leadership to enhance processes and communication.
  • - Support the company’s goal of delivering a consistent, high-quality patient experience that fosters long-term engagement.
  • Core Responsibilities**Patient Support & Experience Ownership – 40%**
  • - Support patients throughout their journey, ensuring a clear, positive, and consistent experience
  • - Respond to patient questions via chat, email, and internal systems with empathy and clarity
  • - Take ownership of patient concerns from first interaction through resolution
  • - Build trust by communicating next steps, timelines, and expectations effectively
  • - Maintain accurate documentation of all patient interactions
  • **Guidance & Cross-Functional Collaboration – 25%**
  • - Coordinate with clinical, pharmacy, and operations teams to guide patients through required next steps
  • - Proactively follow up on open concerns to ensure patients feel supported and informed
  • - Escalate patient concerns when needed while remaining accountable for resolution
  • **Patient & Order Follow-Ups – 20%**
  • - Track patient progress across orders, prescriptions, and services
  • - Communicate delays, updates, or required actions proactively
  • - Ensure patients have the information needed to move forward confidently
  • **Calls, Escalations & Communication – 10%**
  • - Handle limited phone interactions to resolve concerns or clarify next steps
  • - Document conversations, actions taken, and outcomes clearly
  • **Quality, Compliance & Experience Improvement – 5%**
  • - Handle sensitive information responsibly and in compliance with healthcare standards
  • - Identify recurring patient concerns and share feedback with leadership
  • - Contribute to improvements in patient communication and experience

Requirements

  • Must-Haves (Required)
  • - 2+ years in customer success, patient support, or a healthcare-facing service role
  • - Fluent in English, strong written and verbal communication skills
  • - Experience managing multiple cases or workflows simultaneously
  • - High ownership and accountability with proactive follow-through
  • - Comfortable navigating cross-functional collaboration in fast-paced environments
  • - Empathetic, patient-facing demeanor
  • Nice-to-Haves (Preferred)
  • - Experience with clinical, pharmacy, or telehealth operations
  • - Previous use of CRM systems to track patient interactions
  • - Familiarity with healthcare compliance standards (HIPAA or equivalent)
  • **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
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer successpatient supportcase managementworkflow managementhealthcare complianceEHR systemsmedical record systemsticketing platformscustomer support platformsinternal documentation
Soft Skills
communication skillsempathyownershipaccountabilityproactive follow-throughcross-functional collaborationpatient-facing demeanororganizational skillsproblem-solvingactive listening