Customer Experience Associate (Healthcare)

TL;DR

Customer Experience Associate (Healthcare): Managing interactions with medical professionals and patients to facilitate genetic test processing with an accent on data accuracy and patient privacy. Focus on resolving complex billing and health information gaps, triaging clinical inquiries, and maintaining strict HIPAA compliance.

Location: Remote (USA)

Salary: $19 - $22 per hour

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

• Communicate with medical professionals and patients via phone and email to obtain missing patient, billing, and health information.
• Provide test status updates, resend test results, and coordinate mobile phlebotomy scheduling.
• Triage technical and clinical inquiries to the appropriate Genetic Counseling or technical staff.
• Support the sales team with account setup, kit orders, and order tracking.
• Manage customer accounts and document all interactions within the CRM.
• Ensure strict adherence to HIPAA policies regarding the protection of patient health information (PHI).

Requirements

• High School degree or equivalent (undergraduate degree or certification preferred).
• At least 2 years of prior customer service experience.
• Must be based in the USA.
• Intermediate proficiency with Microsoft Office and Google Suite (Drive, Gmail, Docs, Sheets).
• Strong attention to detail and ability to maintain professionalism in a medical environment.

Nice to have

• Experience with Salesforce CRM, LIMS, or Twilio.
• Multi-lingual skills.
• Experience in data gathering, sorting, and analysis.

Culture & Benefits

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