Customer Service & Scheduling Concierge

Who We Are

Brolly Labs, now rebranded as CatalyzeX, is a business process outsourcing specialist that combines process expertise with top offshore talent, delivering the best value outcomes for its clients.

As an incubator of cutting-edge services, software, and AI brands, we partner with forward-thinking firms in e-commerce, legal, healthcare, and software sectors to deliver human-centric solutions that truly make a difference.

What You'll Do

As a Customer Service & Scheduling Concierge, the Contractor shall perform a range of administrative and operational tasks to support HIPAA-regulated covered entities, law firms, medical facilities, and e-commerce and digitally native firms in the United States, including but not limited to:

Phone Support

• Answer all incoming calls promptly.

• Manage overflow calls in a professional and courteous manner.

Scheduling Management

• Maintain and update the company calendar, ensuring schedules are optimized through proactive adjustments
• Promptly remove cancellations and no-shows, and contact customers to reschedule as needed.
• Coordinate with customers to adjust appointments (e.g., shifting times or filling gaps) to maximize scheduling efficiency.

Customer Communication

• Confirm appointments with customers through all communication channels.

• Follow company texting, emailing, and calling Standard Operating Procedures (SOPs) to ensure consistent and professional communication.

SMS Management

• Manage SMS communications with customers, including sending, monitoring and responding to messages in a timely and accurate matter.

Administrative Support

• Perform administrative duties as directed.

• Apply discretion and sound judgment to ensure customer-facing communication aligns with company standards.

Who You Are

We're looking for candidates who meet the following criteria:

• At least 2 years of experience in a customer-facing role (email, chat, and phone support)

• Background in HIPAA-regulated, healthcare, legal, or scheduling-focused accounts (experience with medical offices, law firms, telehealth, or appointment-heavy environments is a strong plus).
• Familiarity with scheduling and communication platforms such as Google Calendar, Calendly, RingCentral, Klara, OhMD, GoHighLevel, SimplePractice, or similar tools used for HIPAA-compliant customer communication and appointment management is advantageous.
• Excellent English communication skills both spoken and written with clarity, precision, and strong grammar.
• Comfortable using natural American English, including common slang, in customer interactions.

• Friendly, empathetic, upbeat, and solution-oriented with strong problem-solving skills

• Quick thinker who is proactive, resourceful, and adaptable in various situations.

Technical Requirements

• High-speed internet (minimum 20 Mbps or fiber connection)

• Noise-canceling headset

• Fast computer

• Power and internet backup required

Rates and Expectations

• Work Setup: Remote

• Full-Time Role

• Rate: $6.46 per hour plus monthly retention + attendance bonus

• Channel Support: Primarily Phone, with Email or Chat as needed depending on assignment.

• Timezone: Eastern or Pacific

If you're eager to seize this opportunity and ready to leave your mark, please submit your application through our Careers Page. Note that only applications submitted using the career page form will be considered. Thank you.