Sr. Customer Care Professional

About Katch

Katch is a leading healthcare technology company specializing in payment coordination. We partner with health plans, providers, and other stakeholders to identify, recover, and prevent payment errors, helping our clients reduce costs and improve operational efficiency. We are building a growing team that thrives in a fast-moving environment. We look for curious, resourceful problem-solvers who are comfortable working across priorities, navigating ambiguity, and using technology to deliver results. Ideal candidates are collaborative, eager to learn, and energized by improving how work gets done.

Job Summary

TheSr. Customer Care Professional serves as the primary point of contact for customers regarding potential third-party liability inquiries. This role is responsible for handling inbound calls, assessing customer needs, resolving issues, documenting interactions, and delivering high-quality customer service while meeting productivity and quality standards. The position requires strong communication, problem-solving, and computer navigation skills, as well as the ability to work effectively in a fast-paced, team-oriented environment.

Responsibilities

• Serve as the primary customer contact for inbound and outbound inquiries related to potential third-party liability and subrogation matters.
• Conduct professional interviews to gather, verify, and document information regarding accidents, injuries, insurance coverage, and related claims.
• Assess customer needs and determine appropriate next steps using established business processes and guidelines.
• Research and resolve customer inquiries while maintaining a high level of accuracy and professionalism.
• Utilize multiple computer systems simultaneously to review, document, and update case information during customer interactions.
• Ensure timely, accurate, and complete documentation of all customer contacts.
• Maintain compliance with HIPAA, privacy regulations, and company policies.
• Meet or exceed established productivity, quality, attendance, and schedule adherence expectations.
• Identify process improvement opportunities and provide feedback to leadership to enhance customer experience and operational performance.
• Collaborate with internal departments and business partners to resolve customer concerns and support recovery initiatives.
• Assist with training, guidance, or mentoring of less experienced team members as needed.

Job Qualifications

• High school diploma or GED
• 1+ years of customer service experience resolving customer issues, or one year of office experience using telephone and computer systems as primary work tools
• Authorization to work in the United States
• Availability to work a full-time schedule during operating hours (10:30am-7:00pm CST) 
• Proficiency with Windows-based applications and the ability to learn new systems and technologies
• Ability to navigate multiple applications while speaking with customers
• Strong verbal and written communication skills
• Demonstrated customer service, relationship-building, and problem-resolution abilities

LOCATION ELIGIBILITY REQUIREMENT:  This position offers remote work flexibility for candidates who reside in one of our eligible hiring states: Georgia, Florida, Pennsylvania, Kentucky, Texas, Wisconsin, or Michigan. Due to this location requirement, applicants must be located in and legally authorized to work from one of these states at the time of hire and throughout their employment.

Benefits

• Comprehensive medical, dental, and vision coverage
• Wellness program with resources for healthy living
• Health Savings Account (HSA) and Flexible Spending Account (FSA) for tax-free savings 
• Tuition reimbursement opportunities
• Generous PTO so you can recharge
• Paid holidays and sick time
• Leave options to support life’s biggest moments
• Life and Disability insurance through Unum
• Voluntary coverage options for added peace of mind (Critical Illness, Accident, Hospital Indemnity, Legal, and Identity Protection)
• Employee Assistance Program (EAP) for free, confidential counseling and support
• Remote work options available for many roles
• Flexible schedules in select positions

For more information about Katch, visit KatchIQ.com.

Equal Employment Opportunity at Katch

Katch is an equal opportunity employer and is committed to providing equal employment opportunity to all applicants and employees. We do not discriminate on the basis of race, color, ancestry, religion, sex (including pregnancy), national origin, age, disability (physical or mental), genetic information, sexual orientation, gender identity or expression, marital status, citizenship, military or veteran status, or any other characteristic protected by applicable federal, state, or local law.

Katch participates in E‑Verify as required by applicable law.

In accordance with applicable state and local laws, Katch does not inquire about an applicant’s salary history during the recruitment process.

If you require a reasonable accommodation to complete any part of the application or recruitment process, please contact our recruiting team.

For information on how we collect and use personal data, please review our Privacy Notice at www.KatchIQ.com