Catena

Customer Experience Operations Specialist

Catena

full-time

Posted on:

Location Type: Remote

Location: Colombia

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About the role

  • Own patient cases end-to-end across chat, email, and internal systems until full resolution
  • Investigate issues related to billing, orders, accounts, and service workflows
  • Navigate multiple tools and workflows without unnecessary handoffs or dropped cases
  • Handle complex or sensitive cases with professionalism, empathy, and accountability
  • Maintain clear, accurate, and complete documentation across all systems
  • Diagnose root causes of issues across operational, clinical, and pharmacy workflows
  • Partner with internal teams to unblock cases and drive resolutions forward
  • Escalate issues thoughtfully while retaining ownership of outcomes
  • Identify service gaps and ensure they are addressed proactively
  • Prepare, review, and organize patient or customer information required for next steps
  • Track order, prescription, or service milestones and follow up on delays
  • Communicate timelines, requirements, and updates clearly to patients
  • Handle limited inbound or outbound calls when required to resolve complex cases
  • Document escalations, actions taken, and final outcomes accurately
  • Handle sensitive information with strict attention to accuracy, privacy, and compliance
  • Identify recurring operational issues and share insights with CX and Operations leads
  • Support ongoing workflow and process improvements

Requirements

  • 2+ years of experience in customer operations, customer support operations, or CX roles
  • Experience owning complex cases end-to-end rather than high-volume call queues
  • Strong problem-solving and root-cause analysis skills
  • High attention to detail and comfort working within structured systems and workflows
  • Excellent written and verbal English communication skills
  • Ability to work cross-functionally with clinical, pharmacy, or operations teams
  • Comfort handling sensitive or regulated information with professionalism
  • Nice-to-Haves (Preferred)
  • Experience in healthtech, telemedicine, or regulated service environments
  • Familiarity with healthcare workflows, prescriptions, or order management
  • Experience supporting escalation-heavy or exception-based cases
  • **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
Applicant Tracking System Keywords

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

Hard Skills & Tools
problem-solvingroot-cause analysisattention to detailcase ownershipworkflow managementdocumentation accuracyservice gap identificationprocess improvement
Soft Skills
professionalismempathyaccountabilitycommunicationcross-functional collaboration