Client Care Coordinator

2 months ago

Kitchener, Canada Amplifon Group Full time

**Position Summary**:As a Client Care Coordinator, you change lives by empowering people to rediscover all the emotions of sound. You create an exceptional client experience by going the extra mile to foster an inclusive, welcoming, and people-oriented environment. You build trusted relationships with your clients from the moment they step into our door, by acting with integrity and demonstrating a high standard of care for your clients. You execute the day-to-day operations in your clinic, which includes managing an efficient schedule, maintaining accurate client records, and following established procedures to keep the clinic organized and optimized. A well-run and efficient clinic is vital to our sales, marketing and cultural initiatives, and your administrative support directly impacts the success of our organization. You are methodical, but agile, and know how to prioritize your tasks in a fast-paced environment, without jeopardizing the client experience. You are a proactive, forward-thinking member of the clinic team who anticipates the needs of your clients and colleagues. You embrace every challenge with courage and collaborate with your colleagues on new ways to bring hearing health awareness to your community.**Essential Duties and Responsibilities**:Reporting to Amplifon's (Senior) Area Managers, you will be responsible for delivering a high standard of client care demonstrated by executing the following responsibilities**:Client Care Duties**Provide a high standard of client care consistent with company standardsGreet clients and ensure they feel welcome and comfortable while in-clinicExplain the appointment details to align client expectations prior to meeting with the clinicianBuild relationships with clients with a friendly, compassionate, and professional demeanorAssist client with completion of forms and applications, if necessaryMaintain basic knowledge of hearing aid technologies to assist with client queriesPerform basic hearing aid maintenance include cleaning and repairs, as appropriate**Administrative Duties**Maintain a well-organized clinic schedule to optimize client care and revenue opportunitiesEnsure new and existing clients are offered timely appointmentsSchedule follow-up appointments before clients leave the officeReschedule appointments to accommodate client and clinic needsConvert calls into appointments for new clients and manage callback and lead listsManage incoming telephone calls and resolve client inquiries appropriatelyConduct outbound calls to book annual appointments, confirm upcoming appointments, and reschedule clients when necessaryMaintain accurate client records and create records for new clientsManage product manuals, procedures, and clinic operational documentsUtilize the clinic's operating system to manage client records, schedule appointments, and process billing and invoice recordsProcess and disseminate mail and/or packagesProcess hearing aid and accessory ordersChecking hearing aids upon arrival to ensure the order is accuratePreparing kits for new hearing aid fittingsDemonstrate basic knowledge of assistive listening devices and sell to clients directly**Billing Duties**Manage pending orders and applicationsCreate invoices for products and services renderedProcess payments from clients in internal systemsDirect accounts payable to the appropriate departmentComplete and deposit bank transactionsMaintain petty cash floatComplete daily sales reconciliation**Community Duties**Connect with community organizations to host hearing health-care events to promote companyManage the planning of community events in consultation with clinic provider and managerEngage with event participants post-event for feedback or to schedule appointmentsExecute follow-up calls with existing client database provided by marketing teamParticipate in internal and external engagements to build network**Clinic Operation Duties**Maintain a clean and organized clinic environmentCommunicate large cleaning or repair needs to Area Manager or appropriate stakeholdersMaintain and replenish inventory of office and clinic suppliesAccurately complete month-end inventory** Education and Experience Requirements**:High school diploma or equivalentDiploma in business or medical administration is preferred2+ years of administrative experience2+ years of customer service experienceKnowledge of the hearing aid industry preferred** Required Skills**:Excellent oral and written communication skills;Excellent interpersonal skillsAble to build and maintain professional rapport with clients and colleaguesAble to work independently, autonomously, and as a collaborative member of a teamAble to discern and maintain client confidentialityAble to prioritize work efficiently in a fast-paced work environment; without jeopardizing the client experienceProficient with MS Windows and OfficeExperience with client database systems is preferred** Physical/Mental Demands**:Possess the mobile dexterity necessary to work o

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