Customer Care Specialist (Medtech)

TL;DR

Customer Care Specialist (Medtech): Managing customer inquiries and order lifecycles for healthcare providers and patients with an accent on empathy, professionalism, and cross-functional collaboration. Focus on resolving complex order issues, ensuring strict HIPAA compliance, and analyzing customer trends to drive service improvements.

Location: Remote (Must be based in the US)

Salary: $28 — $31 per hour

Company

hirify.global is a global diagnostics company leveraging genomic data and AI to transform cancer care and empower clinicians with high-value insights.

What you will do

• Manage and monitor orders and cases from submission to completion, ensuring timely resolutions.
• Perform outbound communication with physician offices via phone, fax, and email to resolve order issues.
• Handle inbound calls with empathy and precision to provide comprehensive customer support.
• Partner with the Sales team to anticipate customer needs and enhance customer retention.
• Analyze customer feedback and trends to develop actionable strategies for continuous improvement.

Requirements

• 2+ years of customer service experience within healthcare, biotech, or laboratory settings.
• Must demonstrate or acquire a comprehensive understanding of PHI protection and adhere to HIPAA compliance standards.
• Familiarity with CRM tools, preferably Salesforce.
• Strong organizational and time-management skills to prioritize tasks and meet deadlines.
• Analytical skills to evaluate data and identify improvement opportunities.
• Bachelor's degree (B.A. or B.S.) is preferred.

Nice to have

• Experience in oncology.

Culture & Benefits

• Purpose-driven environment focused on making a meaningful impact on cancer patients' lives.
• Competitive compensation including base pay, discretionary bonuses, and restricted stock units.
• Inclusive and empowering workforce with diverse backgrounds.
• Recognized as a 2024 Certified Great Place to Work in the US and Israel.