Audiology Technician & Patient Experience Lead

At Starkey Retail, we are setting a new standard for excellence in hearing healthcare through our commitment to the Patient Journey philosophy. This philosophy is driven by the unique needs of our patients and our dedication to guiding them in choosing the best hearing solutions to enhance their lifestyle and overall well-being. This role is an employment opportunity with Northland Hearing Centers, Inc. (referred to as “Starkey Retail”), a wholly owned subsidiary of Starkey Laboratories, Inc. All Starkey Retail positions are covered under Northland Hearing Centers, Inc.’s benefit and compensation programs. The Audiology Technician provides support within a clinic/office to help the needs of the licensed audiologist/hearing aid specialists. The Audio Tech will be responsible for monitoring and facilitating testing with patients and cleaning/adjusting hearing aids under the direct supervision of the licensed provider. The Audio Tech must abide by applicable state and federal laws under the scope of practice of an assistant to a licensed provider. Position may require travel to various office locations and a temporary/provisional license. The Audiology Tech is also responsible for the daily activities at the front desk for the retail site. This position is the first point of contact either in person or on the phone with patients and vendors. He/she is responsible for creating a positive first impression and providing a quality Patient Journey experience. This position supports the provider by performing a variety of customer service, sales, marketing, operational and administrative functions. Our Culture An experienced team built around a culture of professional growth and knowledge-sharing. We celebrate innovation – providing our patients with the most innovative technology and the most effective hearing devices. We serve with passion, purpose and excellence. Total Team Approach – Our staff functions together as a cohesive group of hearing professionals. We coordinate the individual expertise of all staff members to provide the best possible care for our patients. You Will Ensure a Positive Patient Experience Immediately acknowledge, greet and service all guests in a friendly, professional manner. Check patients in and out of patient management software, track orders/sales and maintain daily, weekly and monthly reports. Utilize elevated customer service approach and communication style when working with patients. Direct and answer calls in a timely, professional fashion. You Will Provide Administrative Assistance Schedule and confirm full audiometric evaluations and other appointments. Understand, support and track current marketing initiatives for the clinic. Work with professional staff to obtain and follow-up on referrals from physicians and provide testing data for billing. Enter daily activity in patient management software. Organize office, maintain supplies, and ensure accurate patient files. Protect Patients Privacy, collect insurance information, and complete insurance Authorization. You Will Contribute Technical Support Assist the licensed professional with counseling and cleaning of hearing instruments as applicable. Monitor and facilitate hearing testing in compliance with state laws and regulations. Maintain day-to-day operational procedures. Your duties may be slightly modified depending on your state's guidelines for patient care and licensure. You Will Complete Varied Tasks Report information to Regional Support Specialist for insurance billing. Follow up on TNS and MED Referrals. Send thank you cards for referral and sales. Make deposits (transportation required) and maintain cashbox. Results- Performance Measures (How To Measure Success) Provide quality Patient Journey experience garnering positive patient feedback. Ensure procedures and policies are being implemented. Data accuracy in patient management software. Recalls for 3-month check and annual exams. Contribute to increases sales for clinic. Other Duties (Non-Measurable) Support Northland Employee Corporate and/or Department guidelines. Check and verify quality. React to change productively and handle other essential duties as assigned. Assist with development of clinic performance. You Will Need Highschool or GED required At least 3 years of customer service/patient care experience and or one year of office management. Ability to develop knowledge of software systems including Excel, Word, and Sycle.net. Good problem solving, analytical abilities, communication, organizational and interpersonal skills required. Ability to manage all confidential information with complete discretion. This job posting is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee, which is always dependent on actual experience, education and other factors Salary And Other Compensation The annual hourly rate for this position is between $22.21 - $35.48 per hour. Factors which may affect starting pay within this range may include: geography/market, skills, education, experience and other qualifications of the successful candidate. #J-18808-Ljbffr Starkey Hearing