Patient Success Specialist

TL;DR

Patient Success Specialist: Supporting patients throughout their journey by handling non-billing inquiries, resolving portal and test-status issues, and coordinating redraws with an accent on empathetic communication, accurate case management in Salesforce CRM, and cross-functional issue resolution. Focus on delivering timely assistance via calls and live chat while improving patient experience through process enhancements.

Company

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

What you will do

• Act as the primary point of contact for patients for non-billing-related questions and guidance.
• Help patients with test status updates, patient portal login issues, questions about testing services, and coordinate redraws for blood samples.
• Handle inbound calls and live chats to provide timely, effective support.
• Collaborate with cross-functional teams to resolve patient inquiries and concerns.
• Maintain accurate patient interaction records in Salesforce CRM and escalate potential issues for timely resolution.
• Contribute to process improvement initiatives to enhance the patient experience.

Requirements

• Location: Remote in the United States
• Strong interpersonal and communication skills with a patient-centered, empathetic approach.
• Ability to manage multiple tasks while maintaining attention to detail.
• Proficiency with Salesforce CRM and standard office applications.
• Experience in customer service, healthcare, or related fields (plus).

Culture & Benefits

• Comprehensive medical, dental, vision, life, and disability plans for eligible employees and dependents.
• Free testing for employees and immediate families, plus fertility care benefits.
• 401k benefits, commuter benefits, and pregnancy/baby bonding leave.
• Employee referral program.