Customer Care Specialist (MedTech)

Location: Guadalajara, Jalisco, Mexico; onsite office environment

Company

hirify.global develops the Omnipod wearable, waterproof diabetes management product platform.

What you will do

• Process new and existing customer orders by verifying insurance benefits, eligibility, coverage, and cost-sharing amounts.
• Collect documentation and prior authorizations, verify prescription validity, enter orders, and coordinate product shipments.
• Answer inbound customer inquiries about coverage options, reimbursement, pharmacy orders, warranties, shipping status, and product use.
• Explain Omnipod products and pharmacy fulfillment requirements, including retail and PBM processes.
• Document customer interactions in the CRM while maintaining HIPAA and regulatory compliance.
• Collaborate with Case Management, Omnipod Sales, Billing, and other departments to resolve issues and improve customer support processes.

Requirements

• Associate degree or equivalent combination of education and experience; a bachelor's degree is preferred.
• Minimum 1–3 years of call center, reimbursement, healthcare-related customer service, or pharmacy technician experience.
• Experience handling inbound calls and working independently with standardized workflows.
• Knowledge of medical device reimbursement, durable medical equipment, pharmacy coverage, or managed care is preferred.
• Strong verbal and written communication, teamwork, thoroughness, analytical thinking, and ability to manage multiple issues in a fast-paced environment.
• Salesforce CRM experience is preferred; bilingual skills are a plus.

Nice to have

• Experience supporting customers with diabetes.
• Knowledge of medical device reimbursement from a manufacturer or DME perspective.
• Pharmacy technician license or experience.

Culture & Benefits

• Work includes sitting and standing in a normal office environment.
• Manual dexterity is required for calculator and keyboard use; lightweight lifting may be required.
• Reasonable accommodations may be provided for individuals with disabilities.
• Work is guided by customer focus, teamwork, performance, and continuous process improvement.