Customer Care Representative (Medical Devices)

Location: Onsite in Guadalajara, Jalisco, Mexico

Company

hirify.global develops the Omnipod wearable, waterproof medical device platform to support people living with diabetes.

What you will do

• Verify insurance benefits and coverage, determine eligibility, and calculate customer cost-share amounts.
• Request documentation and prior authorizations, enter orders, verify prescription validity, and coordinate product shipments.
• Answer customer inquiries about coverage options, reimbursement, orders, shipping, warranties, and Omnipod products.
• Support pharmacy and direct hirify.global orders, including retail and pharmacy benefit manager processes.
• Document customer interactions in the database while maintaining HIPAA and regulatory compliance.
• Collaborate with Case Management, Omnipod Sales, Billing, physicians, healthcare providers, and insurers to resolve customer and order issues.

Requirements

• Associate degree or equivalent combination of education and experience; a bachelor’s degree is preferred.
• 1–3 years of call center, reimbursement, healthcare-related customer service, or pharmacy technician experience.
• Experience handling inbound customer service calls and working independently with standardized workflows.
• Strong oral and written communication, teamwork, thoroughness, analytical thinking, and stress management skills.
• Ability to use standard office technology, calculators, keyboards, and customer databases.
• Ability to work onsite in Guadalajara, Jalisco, Mexico.

Nice to have

• Knowledge of medical device reimbursement from a manufacturer or durable medical equipment organization.
• Pharmacy coverage, managed care, diabetes, or healthcare experience.
• Salesforce CRM experience.
• Bilingual communication skills.

Culture & Benefits

• Performance-driven environment focused on exceeding customer expectations.
• Work as part of a cross-functional customer support organization.
• Opportunities to provide feedback and contribute to continuous process improvement.
• Office-based work involving normal sitting and standing, with lightweight lifting potentially required.