Client Solutions Tech Coordinator - MCL

TL;DR

Client Solutions Tech Coordinator - MCL: Providing technical support and high-quality client service for multi-site healthcare laboratory operations with an accent on critical test result handling, hardware/software issue resolution, and regulatory-compliant workflows. Focus on managing complex, high-stress client interactions and coordinating timely problem resolution to ensure patient safety.

Location: Rochester, Minnesota, United States (Remote)

Salary: $24.55 - $35.65/ hour

Company

hirify.global is a healthcare organization focused on patient care and employee development.

What you will do

• Provide technical support and high-quality service to multi-site enterprise clients, patients, laboratory staff, and physicians via phone, email, web messages, chat, fax, or mail.
• Handle critical test results, including outbound notifications, cancellations, revisions, and incoming defects to internal and external customers.
• Resolve hardware/software technical issues and coordinate problem resolution with laboratory departments and IS groups, including off-hours and weekend on-call coverage.
• Manage client complaints and ensure compliance with HIPAA, CAP, CLIA, and applicable state and other regulatory requirements.
• Notify clients about reagent/assay performance or mechanical/technical issues; facilitate sample returns, forwarding testing, and writing credits as determined by the client and DLMP.
• Use multiple computer applications for decision-making and perform system testing and IT support.

Requirements

• Work authorization: This position is not eligible for visa sponsorship.
• Education and experience: bachelor’s degree or associate’s degree with 4 years relevant experience in customer service, healthcare, or helpdesk/call center; or high school diploma/equivalent with 6 years relevant experience.
• Proficiency in medical terminology and ability to adapt to changing technology and workload in a dynamic environment.
• Strong customer service and technical support skills for internal and external customers across multiple sites.
• Ability to communicate clearly with physicians, pathologists, lab technicians, administrators, and patients; strong organizational and analytical skills.
• Competence with personal computer software, including Microsoft Word/Excel, and troubleshooting systems.

Culture & Benefits

• Full-time schedule with rotating 3-week rotation and every-third-weekend coverage.
• Benefits eligible: medical, dental, vision, pre-tax savings (HSA/FSAs), and retirement package.
• Nonexempt role with 80 hours per pay period.
• Continuing education and advancement opportunities.

Hiring process

• Submit a cover letter and resume to be considered.
• Internal applicants must attach the three most recent performance appraisals; DLMP/MCS employees with less than 2 years in the current lab/position must attach an early release approval.