Supervisor, Inside Sales (Healthcare)

TL;DR

Supervisor, Inside Sales (Healthcare): Leading a team of Patient Success Specialists to resolve patient inquiries and provide support for genetic testing services with an accent on performance management, quality assurance, and operational efficiency. Focus on ensuring team adherence to KPIs, maintaining HIPAA compliance, and fostering a positive, high-performing work environment.

Location: Must be based in the US

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

• Supervise and develop a team of Patient Success Specialists to ensure high-quality patient support.
• Monitor and perform quality assurance on inbound/outbound calls, emails, and faxes.
• Manage team performance against KPIs and metrics, providing regular coaching and feedback.
• Act as the first level of escalation for patient concerns and complaints.
• Collaborate with cross-functional teams to resolve inquiries and improve patient experience processes.
• Coordinate training, orientation, and scheduling coverage for department staff.

Requirements

• Bachelor’s degree or equivalent work experience.
• Minimum 3 years of customer service experience, including at least 1 year in a supervisory or leadership role.
• Proficiency with Microsoft Office Suite and CRM software like Salesforce.
• Strong problem-solving, conflict resolution, and communication skills.
• Ability to manage high-volume workloads and prioritize effectively.
• Must be able to complete HIPAA/PHI privacy and compliance training within 30 days of hire.

Nice to have

• Experience in healthcare, biotechnology, or genetics.
• Bilingual skills (English/Spanish).
• Familiarity with call center operations and performance coaching tools.

Culture & Benefits

• Comprehensive medical, dental, and vision plans for employees and dependents.
• Free genetic testing for employees and immediate family members.
• Fertility care benefits and pregnancy/baby bonding leave.
• 401k retirement benefits.
• Generous employee referral program.
• Commitment to a diverse and inclusive workplace.