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Clinic Support Specialist Ii

2 months ago

Toronto, Canada Hearinglife Ltd. Full time

About Us:
HearingLife Canada Ltd., is the largest provider of hearing healthcare service in Canada. Working in unison with the National Campaign for Better Hearing's awareness campaign (campaignforbetterhearing.org), our mission is to "help more people hear better" while increasing awareness of the effects of hearing loss and the benefits of hearing devices.

Role:
Reporting to the Manager of Clinic Support, the Clinic Support Specialist II is an evolutionary role for specialists who have achieved a proven, high level of understanding of HearingLife operations and Clinic Support Delivery. Similar to the role of Clinic Support Specialist I, the Clinic Support Specialist II is the primary point of contact at head office for clinic staff who require assistance. Being the primary point of contact for all staff, this role requires a very broad base of knowledge in multiple areas, so that one can be informed enough to provide competent and speedy assistance. Given the frequent touchpoints with clinic staff, the Clinic Support Agent effectively acts as a representative for head office and has the responsibility of mindfulness in their approach, as to preserve and enhance the positive relationship between the two parts of the organization. This means that critical skills and attributes in this role are empathy, a positive attitude, quick-learning, problem-solving proficiency, and acceptance of the need for repetition. The Clinic Support department’s mantra is to help our clinics to help more clients hear better.

Specific roles and responsibilities shall include, but are not limited to:

- Utilize Teams video conferencing as needed to “see what the user sees” using screen-sharing.
- Strong foundation in third party billing processes and troubleshooting
- Resolve and troubleshoot system technical issues, escalate tickets to Blueprint Tech Support & Internal IT Support when needed
- Maintain response and resolution time service levels, with a goal of reducing response times to the least possible
- Champion the Clinic Support mantra by treating clinic staff as internal customers throughout all interactions
- Contribute to assessments of staff quality with regards to knowledge and competence, as well as assessments of gaps in training and documentation
- Produce reports on Clinic Support ticket volumes as requested
- Clinic Support Specialist II - In addition to the above:

- Take elevated accountability for the health of clinic support service delivery
- Take on special projects and assignments as requested by Manager
- Train new or developing Clinic Support Specialists/Agents as requested by Manager
- Advanced knowledge of intricacies of Blueprint accounting, sales reconciliations, NOAH-BP integration, etc., therefore reducing need to assign tickets to peers
- Advanced knowledge of clinic operations, with the goal of reducing need for ticket assignment to peers
- Maintain exceptional standards of clinic support delivery, including satisfaction scores and response times
- Participate in training delivery, content production and potential CSA coverage as requested by Manager
- Lead the development and ongoing refinement of Canned Responses in Freshdesk
- Alongside Clinic Support colleagues, continually add new Freshdesk Solution Articles, with a target of 1-2 per week.

**Requirements**:

- Team player who can also work independently with a can-do and positive attitude.
- Ability to multi-task and work well under pressure.
- Excellent attention to detail and thoroughness.
- Proficiency with Word, Excel, Outlook and general computer use.
- Be able to make sensible decisions regarding tone and delivery of responses
- Understand the larger business objectives of HearingLife and Clinic Support’s critical role in exacting change
- Be a positive “Champion” of change
- Understand and demonstrate to peers the difference between supporting and policing - balance quick delivery of solutions with the need to correct behaviours.
- Constantly update technical and interpersonal skills, both independently and through training as provided by the company from time to time.
- Travel may be required from time to time.- While we appreciate the interest of all applicants, only those selected for an interview will be contacted._

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