Manager, Patient Success (Medtech)

TL;DR

Manager, Patient Success (Medtech): Overseeing escalation management and leading a team of patient billing experts to increase satisfaction and resolve complex billing issues. Focus on reducing resolution time, conducting root cause analysis, and coordinating across business functions to improve patient experience.

Location: Remote (USA)

Salary: $84,800 - $106,000 USD

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

• Lead a team of patient billing experts to resolve escalations via phone, email, and chat.
• Coordinate with internal leadership and various business functions to resolve high-level patient needs.
• Develop and analyze performance metrics, including time to resolution and quality trends.
• Lead post-issue root cause analysis (RCA) discussions to minimize and eliminate future occurrences.
• Maintain and improve operational procedures for patients and field personnel.
• Ensure timely closure of escalation cases and maintain strict HIPAA/PHI compliance.

Requirements

• Bachelor’s degree or equivalent.
• Must be based in the USA.
• Minimum 2 years of call center experience in inbound and outbound capacity.
• Minimum 2 years of experience with Salesforce.com.
• Minimum 2 years of billing experience.
• Ability to pass a post-offer criminal background check.

Nice to have

• Background in medical billing.

Culture & Benefits

• Comprehensive medical, dental, vision, life, and disability plans for employees and dependents.
• Free genetic testing for employees and immediate families, plus fertility care benefits.
• Pregnancy and baby bonding leave.
• 401k and commuter benefits.
• Inclusive workplace environment committed to equal opportunity.