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Client Care and Sales Coordinator

2 months ago

Mount Forest, Canada WS Audiology Americas Full time

Part of WSAudiology group, HearCanada bolsters a world-class team of hearing care professionals/pioneers who share a passion for providing Wonderful Sound for All. With 60% of the Canadian population experiencing a type of hearing health issue in 2021, our teams are passionate about providing an exceptional client experience through their hearing journey, going above and beyond to provide relevant and meaningful solutions.

About the role:

HearCANADA's Client Care Coordinators (CCC) hold vital customer-facing roles to deliver exceptional client service within our busy hearing clinics. As a Client Care Coordinator, you will ensure clients' needs are met in a timely manner, maintain a well-organized appointment schedule, and recognize and capitalize on sales opportunities within our clinic. You will work closely with clinicians and leadership and will act as a brand ambassador for HearCANADA by engaging in some local community marketing initiatives.

This is a permanent full-time position; typical hours of work are Monday - Friday 8:30 - 4:30 (some flexibility for irregular appointments or events will be required). This role is based at our Mount Forest clinic (Main Street North).

What you'll be responsible for:

  • Client interactions and communications – Manage inbound and outbound calls, return messages, and perform proactive recalls to clients (follow-ups to existing clients, warranty calls, annual appointments, etc.), greet walk-in clients, collaborate with HearCANADA team members in clinic to best-serve clients, and send email follow-ups and marketing collateral to clients.
  • Schedule appointments and maintain calendars - Manage scheduling for clinicians by scheduling client appointments and entering appointment blocks, vacations, out of office activities, and stagger/balance schedules to ensure capacity is met.
  • Client file documentation - Maintain client documentation virtually within the EMR system and physically within files.
  • Order supplies - Maintain shopping lists and order clinical supplies and office supplies from preferred vendors; seek leadership approval for order expenses as required.
  • Community-based marketing (CBM) – Participate in CBM events like tradeshows, marketing collateral drops, and partnership events with the goal of increasing brand-awareness in your local area.
  • Process payments and in-clinic financials - Answer client questions about payments and payment options, process insurance direct-billing, follow-up on government remittances, and handle cash payments.
  • Maintain a clean and safe office environment - Perform sanitation and sterilization of equipment and surfaces within the clinic and maintain a welcoming environment for our clients.
  • Assist clinicians and customers with devices - Handle hearing aids and perform basic cleanings and troubleshooting of devices. Collaborate with clinicians to support clients.
  • Ongoing training and development – Participate in ongoing HearCANADA training and learning opportunities and work with Field Support Coordinators and your leadership team to stay abreast of industry changes, product offerings, and client service best-practices.

What we are looking for:

  • Secondary school diploma (or equivalency) is required; courses and/or some post-secondary education in a related field is a definite asset (Medical Office Administration, Healthcare, Business, etc.)
  • 2+ years of experience in a customer-facing administrative or retail sales role is required; experience in a clinic or high-volume retail office environment would be an asset
  • Experience in dealing with vulnerable populations, healthcare, or geriatric customers is a definite asset
  • Comfortability in handling hearing devices, including those worn by clients (personal protective equipment is provided onsite)
  • A valid driver's license and access to a vehicle is strongly preferred for some local event/marketing-related travel within Mount Forest and immediate surrounding areas (mileage is compensated for any work-related travel)
  • Customer-centric attitude – you strive to deliver exceptional customer service and have a sound understanding of how customer satisfaction directly impacts success and growth in a retail clinic setting
  • Technical acumen and comfortability in adopting and leveraging new tools and software; experience with MS Office Suite is required and scheduling software is a definite asset
  • Effective oral and written communication skills
  • Strong multi-tasking, organization, and time-management skills

What's in it for you? 

  • Attractive compensation package with profit-sharing opportunities
  • Benefits starting on your first day
  • RRSP program + employer matching
  • Educational Assistance and Health & Wellness programs
  • Mentorship and professional development opportunities
  • Employee discounts and friends and family discounts for qualifying hearing care needs

HearCANADA is committed to fair and accessible employment practices, and we welcome and encourage applications from candidates with disabilities. Accommodation is available on request for candidates taking part in all aspects of the selection process.