Territory Manager (Medtech)

TL;DR

Territory Manager (Medtech): Managing customer accounts and coordinating between medical professionals and internal teams to ensure efficient ordering and reporting of oncology tests with an accent on PHI compliance and issue resolution. Focus on de-escalating customer conflicts, ensuring turn-around time (TAT) targets are met, and maintaining high data accuracy.

Location: Remote (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

• Serve as the primary contact for accounts and sales representatives to ensure a smooth ordering process and quick reporting of results.
• Resolve missing information and facilitate the redraw of samples to ensure Turn-Around Time (TAT) is met.
• Research and resolve escalated customer issues via telephone and electronic channels, communicating root causes and resolutions.
• Manage Protected Health Information (PHI) in strict accordance with HIPAA and company security policies.
• Coordinate with cross-functional internal and external teams to provide high-quality service to medical professionals and patients.

Requirements

• Must be based in the US.
• 2-5 years of related experience or a two-year degree (undergraduate degree preferred).
• Proven experience in phone and written customer support with excellence in de-escalating customer behavior.
• Proficiency in GSuite and strong command of English spelling and grammar.
• Ability to handle PHI/HIPAA sensitive data and complete required compliance training.

Nice to have

• Experience with Salesforce ServiceCloud, laboratory information management systems (LIMS), or customer portals.
• Experience with efax, secure email, and cloud-based call center functionalities.
• Bilingual proficiency.

Culture & Benefits

• Comprehensive medical, dental, vision, life, and disability plans for employees and dependents.
• 401k and commuter benefits.
• Free genetic testing for employees and their immediate families, including fertility care benefits.
• Pregnancy and baby bonding leave.
• Inclusive workplace environment with an equal opportunity employer commitment.