Caring Center Advisor-Start Hearing-Onsite

Job Category: Customer Service Requisition Number: CARIN007291 Full-Time On-site Locations Showing 1 location Eden Prairie, MN 55344, USA Description Serve as the primary contact for patients, educating them on hearing aid benefits, scheduling appointments, and ensuring satisfaction throughout their care journey. This role requires strong communication, empathy, and sales skills to convert inquiries into appointments. You'll work closely with hearing care providers to refer qualified patients and support ongoing relationships. Responsibilities include handling calls, emails, and chats, and understanding basic insurance coverage and eligibility processes.

JOB SUMMARY DESCRIPTION

This position requires excellent communication and people skills to represent Starkey Hearing Technologies’ products and services. Maintain a high level of care to educate patients on the products and benefits offered along with booking appointments by finding the best hearing care providers to use. Follow up with patients to ensure they are satisfied with their hearing aid purchase as well as after care services. A primary objective will be to provide patient information, schedule appointments at participating hearing professional’s offices and be the single source contact for the patient. As a patient concierge with a strong sales background who can quickly identify areas of opportunity and convert calls into leads and appointments. Attention to detail along with empathetic communication skills are a must. This role will include heavy use of phone (inbound and outbound), email and live chat in office or remote. You will interact with patients and providers to deliver clear and concise information related to general inquiries regarding benefits and providers who can fit patients with hearing aids. Additionally, required to understand basic insurance coverage, eligibility, and details of submission processes to access the hearing benefit. Respond promptly and thoroughly to patient inquiries via telephone, email, and live chat Handle all calls with care in a professional-friendly manner. Act as first point of contact for patient inquiries on how and where to obtain professional hearing services. Follow-up and drive a communication plan with patients who have responded to various types of advertising, with the goal of setting qualified in-office hearing appointments and guiding patients to purchase hearing aids. Approach patients from a sales and support perspective by following script assigned to program/campaign. Follow up before and after hearing test appointment and hearing aid fitting to ensure patient satisfaction as well as aftercare education. Communicate effectively with Start Hearing’s Network Providers regarding technology recommendations. Provide efficient use of data systems to find and recommend local hearing professionals. Provide valuable front line feedback on patient concerns. Be able to support hearing care professionals and staff on order entry, sales process and payment process when necessary. Successfully utilize current CRM and B2B2C support tools as a primary business unit driver Maintain appropriate knowledge of current Start Hearing and competitor hearing aids to be able answer comparative questions and lead technology discussions toward scheduling appointments with participating network providers. Understand brand, sales, provider network & patient structure to direct complex inquiries to appropriate staff.

JOB REQUIREMENTS

Minimum Education, Certification and Experience Requirements High school diploma from an accredited institution; General education degree. Experience (i.e., years of work experience related to the job). Experience in customer service activities and sales related functions. Knowledge / Technical Requirements Solid computer experience with Windows programs; experience with CRM systems a plus. Phone sales process and direct selling. Good product knowledge preferred but not required. Great enthusiasm for helping patients and providers. Must be an energetic “self-starter” with the ability to work both independently and within a team. Demonstrate current knowledge of hearing aid and hearing loss information. Strong verbal, written and interpersonal skills with the ability to multi-task. Attention to details and time management are a must. Previous experience in customer service/support environment. Must be flexible, proactive and possess perseverance. Should be able to operate well under tight pressure. Able to address multiple projects simultaneously. The annual salary for this position is between $40,000-$45,000 per year. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate. This position is eligible for a bonus based upon performance results. There is no guarantee of payout. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr Starkey Laboratories