Client Care Coordinator

1 week ago

London, Canada WS Audiology Americas Full time

**About HearCANADA**
At HearCANADA, we are on a mission to connect with Canadians from coast-to-coast to offer solutions to their hearing health. By delivering exceptional client experiences and providing Best-in-Class hearing care, our teams are revolutionizing the hearing world and driven to provide _Wonderful Sound for All_.

**About the role**:
HearCANADA’s Client Care Coordinators (CCC) hold vital customer-facing roles within our clinics 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.

**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

**What you’ll be responsible for**:

- **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.
- **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
- 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

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