Customer Operations Associate (Medtech)

Location: Sydney, NSW, Australia; onsite office environment

Company

hirify.global develops the Omnipod wearable, waterproof medical device platform to help people with diabetes live simpler and healthier lives.

What you will do

• Process new and existing customer orders by verifying insurance benefits, eligibility, coverage, and cost-sharing amounts.
• Collect documentation and prior authorizations, verify prescription validity, enter orders, and coordinate product shipments.
• Answer customer inquiries about product operation, coverage options, reimbursement, pharmacy orders, shipping, warranties, and general concerns.
• Coordinate with physicians, healthcare and insurance providers, pharmacy benefit managers, Case Management, Sales, and Billing teams.
• Document customer interactions and calls in the database while maintaining HIPAA and regulatory compliance.
• Meet call and order handling expectations and contribute feedback for continuous process improvement.

Requirements

• Associate degree or equivalent combination of education and experience; a bachelor's degree is preferred.
• 1–3 years of call center, reimbursement, healthcare customer service, or pharmacy technician experience, including inbound call handling.
• Knowledge of pharmacy coverage, medical device reimbursement, managed care, or durable medical equipment.
• Strong oral and written communication, analytical thinking, thoroughness, teamwork, flexibility, and customer orientation.
• Ability to work in a fast-paced office environment and use standard business technology, including calculators and computer systems.
• Experience supporting customers with diabetes is preferred; bilingual skills are a plus.

Nice to have

• Experience with Salesforce CRM.
• Knowledge of diabetes and experience supporting customers with diabetes.
• Knowledge of managed care and medical device reimbursement from a manufacturer or DME perspective.

Culture & Benefits

• Work as part of a cross-functional customer support organization.
• Focus on empathetic customer interactions and proactive support.
• Standard office duties include sitting and standing, computer keyboard use, and calculator use.
• Lightweight lifting may be required, with reasonable accommodations available for individuals with disabilities.