Customer Experience Associate (Temporary)

TL;DR

Customer Experience Associate (Temporary): Support domestic and international customers through phone and digital channels to secure missing information, manage test status and result resends, and triage technical/clinical inquiries with an accent on HIPAA-compliant handling of Protected Health Information (PHI) and fast, accurate account/order processing. Focus on resolving escalations for missing or delayed samples and maintaining complete documentation while stepping in when processes or expectations are undefined.

Location: Remote (US)

Salary: $19–$22 USD

Company

hirify.global is a global cell-free DNA (cfDNA) testing company focused on oncology, women’s health, and organ health.

What you will do

• Partner with customers via phone and digital channels to collect missing information needed to process submitted test samples.
• Gather patient contact and health details, physician/clinic information, billing, and medical insurance information.
• Communicate test status, resend test results, and schedule requests for mobile phlebotomy.
• Triage customer technical issues and clinical inquiries to Genetic Counseling staff.
• Own sales account requests: drive fast and accurate account setups, kit/supply orders, medical order processing, and order tracking.
• Resolve inquiries and escalations for missing/delayed samples and result reports; document interactions and maintain compliance with HIPAA and hirify.global procedures.

Requirements

• High school degree or equivalent required; 2–4 year undergraduate degree or certification preferred.
• At least 2 years of prior customer service experience.
• Experience providing both phone and written customer support.
• Intermediate proficiency with Microsoft Office and Google Suite.
• Ability to analyze, resolve, or escalate questions quickly and accurately within established protocols.
• Must be able to work remotely in the US.

Nice to have

• Multilingual skills.
• Experience with Salesforce CRM, LIMS, Twilio, or other virtual communication platforms.

Culture & Benefits

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