Customer Care Retention Specialist (Healthcare)

Location: Acton, Massachusetts, United States

Annual base salary: $26.33–$39.49 for U.S.-based positions. The role may also be eligible for incentive compensation.

Company

hirify.global is a medical device company developing the Omnipod insulin management platform and other wearable drug-delivery solutions for people with diabetes and additional therapeutic needs.

What you will do

• Engage existing customers through outbound calls, emails, and other communication channels to assess satisfaction and address concerns.
• Build trust-based customer relationships and provide information about Omnipod updates, features, and diabetes-management resources.
• Resolve customer issues by coordinating with relevant teams and delivering a seamless support experience.
• Identify relevant upsell and cross-sell opportunities based on customer needs.
• Collaborate with Customer Care leadership and franchise owners on customer-retention strategies.
• Follow call scripts and guidelines, meet Customer Care KPIs, and maintain accurate interaction records in Salesforce.

Requirements

• High school diploma and 4+ years of customer-service-related, healthcare, pharmacy-channel, or relevant experience.
• Strong problem-solving abilities and a proactive mindset.
• Excellent communication and interpersonal skills, including empathy and active listening for sensitive healthcare situations.
• Ability to work independently while contributing to team goals and interact effectively with people at all organizational levels.
• Proficiency with Microsoft Office, including intermediate Word and basic Excel.

Nice to have

• Associate or bachelor’s degree.
• Experience as a Quality Evaluator in a contact center.
• Knowledge of diabetes management.

Culture & Benefits

• Medical, dental, and vision insurance.
• 401(k) with company match.
• Paid time off.
• Employee wellness programs.
• Performance-driven environment focused on exceeding customer expectations.

Hiring process

• The posting remains open until the position is filled.
• Applications are submitted online through the hirify.global Careers site.