Patient Experience Specialist (Medtech)

TL;DR

Patient Experience Specialist (Medtech): Serving as a frontline resource and compassionate guide for patients navigating genetic testing with an accent on multichannel communication and issue resolution. Focus on resolving complex patient inquiries, optimizing support workflows, and collaborating with clinical partners to accelerate patient diagnosis.

Location: Hybrid (San Francisco, CA)

Salary: $80,000–$100,000

Company

hirify.global is a healthcare data platform that helps drug developers and patient advocacy groups discover and diagnose patients living with severe, complex diseases.

What you will do

• Manage inbound patient inquiries across email, chat, phone, and social media within target response times.
• Conduct outbound calls and follow-ups to support patient task completion and re-engagement.
• Monitor operational inboxes and escalate technical, clinical, or lab issues to appropriate internal teams.
• Document patient pain points and surface recurring trends to Product and Engineering teams.
• Coordinate directly with clinical and laboratory partners to resolve patient-facing issues.
• Implement improvements to established SOPs for common patient scenarios.

Requirements

• Must be based in San Francisco for hybrid work.
• Undeniable patient-first mindset with high empathy for marginalized populations.
• Strong written and verbal communication skills, capable of human-centric (non-corporate) interaction.
• Experience with customer support platforms, specifically Zendesk.
• Ability to manage multiple channels and competing priorities in a fast-paced startup environment.

Nice to have

• Familiarity with genetic testing, rare diseases, or clinical workflows.
• Knowledge of HIPAA and patient data privacy best practices.
• Experience with support automation or tools like Claude/OpenAI, Twilio, HubSpot, or Iterable.

Culture & Benefits

• Competitive early-stage equity grants.
• Comprehensive health benefits including medical, dental, vision, therapy, FSA, and 401k.
• Generous Flexible Time Off and 12 weeks of Parental Leave.
• Pet-friendly office in Downtown SF with a high-trust, autonomous work environment.
• Annual team retreats and a "work from anywhere" policy for up to 4 weeks per year.