Regional Customer Support Specialist (Oncology Diagnostics)

Location: US Remote

Salary: $20–$23 USD per hour

Company

hirify.global develops cell-free DNA testing and personalized genetic diagnostics focused on oncology, women’s health, and organ health.

What you will do

• Respond to internal and external customer inquiries by phone and electronic channels.
• Act as the lead contact for accounts and sales representatives, documenting communications, actions, and follow-ups.
• Resolve missing information and ordering issues to support timely oncology test processing and results reporting.
• Communicate delays and cancellations, and help coordinate sample redraws when required.
• Research escalated issues, identify root causes, and communicate resolutions clearly.
• Maintain knowledge of hirify.global’s oncology tests, sample requirements, turnaround times, patient health information, request forms, and waivers.

Requirements

• Two-year degree and/or 2–5 years of related experience; an undergraduate degree is preferred.
• Experience with phone and written customer support, customer service principles, administrative procedures, and problem solving.
• Strong organization, attention to detail, critical thinking, adaptability, and de-escalation skills.
• Intermediate knowledge of GSuite applications, typing, spelling, and grammar.
• Complete HIPAA/PHI privacy, policy compliance, and security training within the first 30 days of employment.
• Maintain current status on required hirify.global training.

Nice to have

• Experience with Salesforce ServiceCloud, laboratory information management systems, customer portals, efax, secure email, or cloud-based call center tools.
• Bilingual communication skills.
• Experience with data collection and maintenance.

Culture & Benefits

• Comprehensive medical, dental, vision, life, and disability benefits for eligible employees and dependents.
• 401(k) plan with company match.
• Paid time off, company holidays, pregnancy and baby bonding leave, and wellness benefits.
• Free testing for employees and immediate family members, plus fertility care benefits.
• Remote work position with additional work-life and commuter benefits.