Job description
The Client Care Coordinator will be responsible for supporting front-end retail sales, client care, and scheduling tasks within our HearCanada hearing clinic. This is a fast paced, multi-faceted role involving a blend of sales, marketing, and administration. As a Client Care Coordinator your primary responsibilities may include, but will not be limited to, the following:
- Act as the key point of contact for clients visiting our clinic by welcoming them to the clinic,
- maintaining a safe and welcoming environment, and answering their questions.
- Handle phone calls, return messages, and answer email and chat correspondence in a professional
and efficient manner.
- Collaborate with Hearing Care Professionals and clinic leadership for client escalations and for
special requests with the goal of meeting clients’ unique needs.Balance and maintain schedules for operational efficiencyexaminations, missed appointments rescheduled, or follow up appointments.including scheduling appointments at satellite clinics and timing.information and access points, estimated appointment durations, and any required.Act as an ambassador for HearCanada within the community through networking and eventsestablishments such as Senior Living facilities, partnering health care clinics, and health andwellness complexes.events for HearCanada to attend or sponsor.paid-sponsorship requests.Tradeshows, health cause events on behalf of HearCanada to engage with attendees and topromote our services and products.Process retail sales and educate clients on products and promotions to drive revenueservices.questions to Hearing Care Professionals as needed.bank deposits.insurance submissions, and government and provincial funding programs.Perform administrative taskscomputers, and printers; collaborate with IT as necessary for troubleshooting and repairrequirements.tracking; keep accurate records within the EMR for reporting and compliance.Conduct general hearing device troubleshooting and maintenanceand battery changes; PPE is provided.warranty or product issues as needed.Participate in required training and development activitiesbut is not limited to, health and safety training, policy training, product updates, and standardoperating procedure training.for company events as requested.Performs other duties as assigned within the scope of the role.Education, Certifications & Experience:given to those with some secondary school education and relevant experience.marketing, medical office, and/or health care would be considered an asset.capacity is required; experience working in a sales-driven environment, or a clinic environment wouldbe an asset.or Electronic Medical Record System to track payments is a definite asset.
- Schedule appointments for clients based on provider calendars and client availability.
- Reschedule client cancellations and follow up on missed appointments.
- Make reasonable efforts including calls, SMS, and email contact with clients needing recall
- Contact referral clients in a timely manner to schedule appointments.
- Collaborate with Hearing Care Professionals and leadership for special appointment requests,
- Provide clients with necessary information for appointments including parking options, clinic-specific
- Act as a liaison with referring physicians’ offices to maximize referrals.
- Perform Community Based Marketing collateral drop-offs and relationship building with
- Stay abreast of community events and maintain an event calendar with upcoming and potential
- Collaborate with the Marketing department for marketing collateral/swag ordering requests and
- Participate in community events and seek sponsorship opportunities for including Senior Living
- Maintain relationships with referring physicians’ offices to increase referrals and drive revenue.
- Identify opportunities to sell additional products or services to clients based on client needs.
- Educate clients on payment options, payment plans, trial periods, and promotions on products and
- Answer basic questions on our leading Widex and Signia hearing products; escalate technical
- Process payments including cash payments and card payments; manage close-out activities and
- Process third-party billing.
- Assist clients with forms and documentation required for claims including workplace accident,
- Maintain client files, both virtually and physically.
- Order supplies for the clinic, including office supplies, personal protective equipment, and hearing specific products.
- Operate general office equipment including fax machines, scanning machines, phone systems,
- Handle mail and packages (ingoing and outgoing).
- Use the EMR (electronic medical record) system to enter client information, transactions, and lead
- Ensure that consent forms and confidential client information are stored securely and accurately.
- Provide statistics for reporting and compile basic reports using Microsoft Excel as directed.
- Attend company, district, and clinic meetings, both virtually and in-person as scheduled.
- Assist in hearing device troubleshooting and maintenance which can include assisting with cleaning
- Escalate product issues to Hearing Care Professionals and collaborate with sales representatives for
- Answer general questions and troubleshooting about device add-on products and web applications.
- Assist Hearing Care Professionals with general sanitization and clean-up as directed.
- Attend required initial and ongoing company and government-mandated training which can include,
- Participate in some infrequent, pre-scheduled, work-related travel to our Burlington corporate office
- Stay abreast of industry and product changes to best support clients with questions.
- Completion of secondary school or equivalency is strongly preferred; equal consideration will be
- Certifications or post-secondary education in a relevant field including sales, office administration,
- 2+ years of experience in a fast-paced retail, customer service, office administration, or similar
- Experience with payment processing and cash handling is required; experience using a Point of Sale
- Knowledge of the hearing care space or hearing devices would be an asset.Knowledge, Skills & Qualities:
- Efficient communication skills in the English language, both verbal and written.
- Energetic and professional demenaour with the ability to establish relationships with clients and
- community partners.
- Comfortability in participating in company networking and marketing events to establish community
partnerships; knowledge of the local community landscape would be a definite asset to maximizepartnership opportunities.conferencing/chat platforms), Microsoft Excel (basic for reporting and data), and multi-line phonesystems.access to a vehicle and a valid driver’s license is preferred or a willingness to use other transitmethods based on the designation.Other:involve periods of sitting and bending. Some moderate lifting for packages could be required(less than 50lbs).
- Ability to prioritize based on urgency and handle competing tasks in a busy environment.
- Comfortability in leveraging various tools including Microsoft Outlook, Microsoft Teams (or other video
- A high level of confidentiality is required.
- Willingness to participate in some local community travel for events and networking activities;
- This is an onsite, in-clinic position.
- Ability to participate in some out-of-town work-related travel as required (~5% on average)
- The working conditions for this position are standard for an office environment and can
- Work authorization to work in Canada without sponsorship is required.
- Ability to pass or satisfy a national Criminal Background Check is required.
Pay: $25.00-$30.00 per hour
Work Location: In person
