Reporting to the Owner, the Client Care Coordinator will be responsible for supporting front-end retail sales, client care, and scheduling tasks within our HearCanada Milton North Banner 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:
Provide world-class customer service and client-centric care
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 professionaland efficient manner.
Collaborate with Hearing Care Professionals and clinic leadership for client escalations and forspecial requests with the goal of meeting clients’ unique needs.
Balance and maintain schedules for operational efficiency
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 recallexaminations, missed appointments rescheduled, or follow up appointments.
Contact referral clients in a timely manner to schedule appointments.
Collaborate with Hearing Care Professionals and leadership for special appointment requests,including scheduling appointments at satellite clinics and timing.
Provide clients with necessary information for appointments including parking options, clinic-specificinformation and access points, estimated appointment durations, and any required.
Act as an ambassador for HearCanada within the community through networking and events
Act as a liaison with referring physicians’ offices to maximize referrals.
Perform Community Based Marketing collateral drop-offs and relationship building withestablishments such as Senior Living facilities, partnering health care clinics, and health andwellness complexes.
Stay abreast of community events and maintain an event calendar with upcoming and potentialevents for HearCanada Milton North to attend or sponsor.
Collaborate with the Marketing department for marketing collateral/swag ordering requests andpaid-sponsorship requests.
Participate in community events and seek sponsorship opportunities for including Senior LivingTradeshows, health cause events on behalf of HearCanada Milton North to engage with attendees and topromote our services and products.
Maintain relationships with referring physicians’ offices to increase referrals and drive revenue.
Process retail sales and educate clients on products and promotions to drive revenue
Meet and aim to exceed clinic-defined sales targets and KPIs (Key Performance Indicators).
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 andservices
Job Description
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Answer basic questions on our leading Widex and Signia hearing products; escalate technicalquestions to Hearing Care Professionals as needed.
Process payments including cash payments and card payments; manage close-out activities andbank deposits.
Process third-party billing.
Assist clients with forms and documentation required for claims including workplace accident,insurance submissions, and government and provincial funding programs.
Perform administrative tasks
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,computers, and printers; collaborate with IT as necessary for troubleshooting and repairrequirements.
Handle mail and packages (ingoing and outgoing).
Use the EMR (electronic medical record) system to enter client information, transactions, and leadtracking; keep accurate records within the EMR for reporting and compliance.
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.
Conduct general hearing device troubleshooting and maintenance
Assist in hearing device troubleshooting and maintenance which can include assisting with cleaningand battery changes; PPE is provided.
Escalate product issues to Hearing Care Professionals and collaborate with sales representatives for warranty or product issues as needed.
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.
Participate in required training and development activities
Attend required initial and ongoing company and government-mandated training which can include,but is not limited to, health and safety training, policy training, product updates, and standardoperating procedure training.
Participate in some infrequent, pre-scheduled, work-related travel to our Burlington corporate officefor company events as requested.
Stay abreast of industry and product changes to best support clients with questions.
Performs other duties as assigned within the scope of the role. Education, Certifications & Experience:
Completion of secondary school or equivalency is strongly preferred; equal consideration will begiven to those with some secondary school education and relevant experience.
Certifications or post-secondary education in a relevant field including sales, office administration,marketing, medical office, and/or health care would be considered an asset.
2+ years of experience in a fast-paced retail, customer service, office administration, or similarcapacity is required; experience working in a sales-driven environment, or a clinic environment wouldbe an asset.
Experience being accountable for specific metrics and/or sales targets or KPIs (key performance indicators).
Experience with payment processing and cash handling is required; experience using a Point of Saleor Electronic Medical Record System to track payments is a definite asset.
Knowledge of the hearing care space or hearing devices would be an asset.
Experience working or volunteering with vulnerable client groups 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 andcommunity partners.
Comfortability in participating in company networking and marketing events to establish communitypartnerships; knowledge of the local community landscape would be a definite asset to maximizepartnership opportunities.
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 conferencing/chat platforms), Microsoft Excel (basic for reporting and data), and multi-line phonesystems.
A high level of confidentiality is required.
Willingness to participate in some local community travel for events and networking activities;access to a vehicle and a valid driver’s license is preferred or a willingness to use other transitmethods based on the designation.
Strong alignment with WS Audiology values and our mission to deliver Wonderful Sound for All.Other:
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 caninvolve periods of sitting and bending. Some moderate lifting for packages could be required(less than 50lbs).
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
Benefits:
- Casual dress
- Mileage reimbursement
- On-site parking
- Paid time off
Work Location: In person
