Customer Experience Associate (Medtech)

TL;DR

Customer Experience Associate (Medtech): Managing end-to-end customer interactions for genetic testing services with an accent on data accuracy, HIPAA compliance, and cross-functional support. Focus on resolving inquiries, coordinating clinical logistics, and maintaining high-quality service standards for patients and medical professionals.

Location: Must be based in the US (Remote)

Salary: $19 - $22 USD per hour

Company

hirify.global is a global leader in cell-free DNA testing, dedicated to oncology, women’s health, and organ health through personalized genetic diagnostics.

What you will do

• Manage direct communication with patients, physicians, and laboratory personnel via phone and electronic channels.
• Process test samples, verify patient information, and handle billing or insurance inquiries.
• Coordinate mobile phlebotomy requests and triage clinical inquiries to genetic counseling staff.
• Support the sales team with account setups, supply orders, and tracking.
• Document all customer interactions and maintain strict adherence to HIPAA privacy policies.
• Assist in mentoring and training new team members as needed.

Requirements

• Must be based in the US
• High School degree or equivalent required; undergraduate degree preferred.
• At least 2 years of prior customer service experience.
• Intermediate proficiency with Microsoft Office and Google Suite.
• Strong attention to detail and ability to handle sensitive PHI data.
• Professional communication skills for both phone and written support.

Nice to have

• Experience with Salesforce CRM, LIMS, or virtual telephony platforms like Twilio.
• Multi-lingual skills.
• Experience in data gathering and analysis.

Culture & Benefits

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