Client Care Coordinator - Hanover, Canada - Amplifon Group

Amplifon Group

Verified Company

Hanover, Canada

6 days ago

Posted by:

Sophia Lee

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Description

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 inclinic
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 wellorganized clinic schedule to optimize client care and revenue opportunities
Ensure new and existing clients are offered timely appointments
Schedule followup 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 healthcare events to promote company
Manage the planning of community events in consultation with clinic provider and manager
Engage with event participants postevent for feedback or to schedule appointments
Execute followup 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 monthend 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;
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 fastpaced work environment; without jeopardizing the client experience
Proficient with MS Windows and Office
Experience with client database systems is preferred

**Physical/Mental De