Client Care Coordinator

7 months ago

Orleans, Canada Amplifon 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 standards
- Greet clients and ensure they feel welcome and comfortable while in-clinic
- Explain the appointment details to align client expectations prior to meeting with the clinician
- Build relationships with clients with a friendly, compassionate, and professional demeanor
- Maintain basic knowledge of hearing aid technologies to assist with client queries
- Perform basic hearing aid maintenance include cleaning and repairs, as appropriate

**Administrative Duties**
- Maintain a well-organized clinic schedule to optimize client care and revenue opportunities
- Ensure new and existing clients are offered timely appointments
- Schedule follow-up appointments before clients leave the office
- Reschedule appointments to accommodate client and clinic needs
- Convert calls into appointments for new clients and manage callback and lead lists
- Manage incoming telephone calls and resolve client inquiries appropriately
- Conduct outbound calls to book annual appointments, confirm upcoming appointments, and reschedule clients when necessary
- Maintain accurate client records and create records for new clients
- Manage product manuals, procedures, and clinic operational documents
- Utilize the clinic’s operating system to manage client records, schedule appointments, and process billing and invoice records
- Process and disseminate mail and/or packages
- Process hearing aid and accessory orders
- Checking hearing aids upon arrival to ensure the order is accurate
- Preparing kits for new hearing aid fittings
- Demonstrate basic knowledge of assistive listening devices and sell to clients directly

**Billing Duties**
- Create invoices for products and services rendered
- Process payments from clients in internal systems
- Direct accounts payable to the appropriate department
- Complete and deposit bank transactions
- Maintain petty cash float
- Complete daily sales reconciliation

**Community Duties**
- Connect with community organizations to host hearing health-care events to promote company
- Manage the planning of community events in consultation with clinic provider and manager
- Engage with event participants post-event for feedback or to schedule appointments
- Execute follow-up calls with existing client database provided by marketing team
- Participate in internal and external engagements to build network

**Clinic Operation Duties**
- Maintain a clean and organized clinic environment
- Communicate large cleaning or repair needs to Area Manager or appropriate stakeholders
- Maintain and replenish inventory of office and clinic supplies
- Accurately complete month-end inventory

**Education and Experience Requirements**:

- High school diploma or equivalent
- Diploma in business or medical administration is preferred
- 2+ years of administrative experience
- 2+ years of customer service experience
- Knowledge of the hearing aid industry preferred

**Required Skills**:

- Excellent oral and written communication skills;
- Written and oral fluency in English and French
- Excellent interpersonal skills
- Able to build and maintain professional rapport with clients and colleagues
- Able to work independently, autonomously, and as a collaborative member of a team
- Able to discern and maintain client confidentiality
- Able to prioritize work efficiently in a fast-paced work environment; without jeopardizing the client experience
- Proficient with MS Windows and Office
- Experience with cl

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