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Client Care Coordinator

3 months ago

Ottawa, Ontario, Canada Demant Polska Full time

Are you an expert in customer relations who thrives on building connections, resolving issues, and enhancing the lives of others? If you are eager to be part of a team that prioritizes a client-centered approach, we would like to hear from you.

About Demant Polska

Demant Polska is a leading provider in the hearing healthcare sector, dedicated to delivering transformative hearing solutions while raising awareness about hearing loss and the advantages of hearing devices.

With numerous clinics across the country, our team of skilled professionals is united by a single mission: "To assist more individuals in improving their hearing capabilities."

Key Responsibilities

As a crucial member of our organization, you will foster a welcoming atmosphere for our clients while ensuring effective communication and problem resolution throughout their journey. You will cultivate positive relationships for both the clients we serve and the teams you collaborate with.

Reporting to the Regional Manager, the Client Care Coordinator (CCC) serves as the primary contact for our clients, responsible for delivering exceptional client service and administrative assistance to the clinicians within the clinic.

Client Interaction
  • Act as the initial point of contact for clients, ensuring top-tier customer service:
  • Welcoming clients
  • Managing incoming calls
  • Coordinating client appointments and scheduling for clinicians:
  • Maintaining clinician schedules
  • Prioritizing appointments
  • Adjusting appointments to meet client and clinic requirements
  • Utilizing phone systems to arrange initial client meetings
  • Contacting existing clients to schedule necessary appointments.
  • Adhering to protocols related to the company's Telephone Performance Analysis.
Clinic Maintenance
  • Oversee the general upkeep of our clinics:
  • Perform daily cleaning and organization as needed.
  • Organize Assistive Listening Device (ALD) displays and waiting areas.
  • Manage and order office and clinic supplies.
Support for Hearing Professionals and Administrative Tasks
  • Provide administrative assistance to clinicians in their respective clinics:
  • Open and close the Hearing Healthcare Centre (HHC)
  • Register new clients
  • Maintain all physical files, including creation, organization, filing, and disposal
  • Handle shipping and receiving tasks
  • Track all orders through administrative systems and shipping logs
  • Prepare orders for fittings
  • Assist with local events as required
  • Understand and apply all promotions
  • Comprehend and sell all ALDs
  • Provide basic maintenance for hearing aids, including cleaning and tubing changes
Financial and Insurance Support
  • Manage all sales processing and track outstanding balances and third-party insurance payments:
  • Assist with client estimates
  • Count and report on opening and closing cash floats
  • Process all forms of payment: cash, cheque, post-dated cheques, credit, and debit cards
  • Complete daily sales reconciliations accurately and on time
  • Conduct monthly inventory and accounting checks
  • Understand debits and credits
  • Possess in-depth knowledge of all third-party insurance programs
  • Complete and submit all third-party insurance documentation
  • Follow up on outstanding third-party claims
Qualifications
  • Post-secondary education in a relevant field
  • A minimum of 2 years of experience in customer service
  • Highly organized, detail-oriented, and capable of managing multiple priorities

We are expanding our teams nationwide; for more information and to apply, please visit our website.

Commitment to Diversity

Demant Polska is dedicated to fostering a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status. Individuals with disabilities who require accommodations are encouraged to indicate their needs in their application.

While we appreciate the interest of all applicants, only those selected for an interview will be contacted.