Regional Customer Support Specialist (Medtech)

TL;DR

Regional Customer Support Specialist (Medtech): Providing world-class service to medical professionals and patients to ensure smooth ordering and reporting of genetic tests with an accent on account management and issue resolution. Focus on managing PHI/HIPAA compliance, de-escalating complex customer situations, and coordinating with sales teams to optimize turnaround times.

Location: Remote (US)

Company

hirify.global is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women's health, and organ health.

What you will do

• Respond promptly to internal and external customer inquiries across telephone and electronic channels.
• Act as the primary contact for accounts and sales, documenting all interactions and follow-ups.
• Resolve missing patient information in a timely manner to ensure turnaround time (TAT) goals are met.
• Research and resolve escalated issues, communicating root causes and resolutions clearly and logically.
• Manage patient health information (PHI) in strict accordance with privacy and security regulations.
• Collaborate with cross-functional teams to facilitate sample redraws and communicate order delays or cancellations.

Requirements

• Two-year degree and/or 2-5 years of related customer support experience.
• Must be based in the US.
• Ability to complete HIPAA/PHI privacy, general policies, and security training within the first 30 days of hire.
• Proficiency in GSuite applications with excellent spelling and grammar.
• Strong critical thinking, problem analysis, and de-escalation skills.

Nice to have

• Undergraduate degree.
• Experience with Salesforce ServiceCloud, Laboratory Information Management Systems (LIMS), or customer portals.
• Experience with efax, secure email, and cloud-based call center functionalities.
• Bilingual proficiency.

Culture & Benefits

• Comprehensive medical, dental, vision, life, and disability plans for employees and dependents.
• 401k and commuter benefits.
• Free genetic testing and fertility care benefits for employees and immediate family members.
• Pregnancy and baby bonding leave.
• Generous employee referral program.