[Hiring] Caring Center Advisor @Starkey Canada

Role 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.

• Handle calls, emails, and chats.
• Understand basic insurance coverage and eligibility processes.
• Follow up with patients to ensure satisfaction with their hearing aid purchase and aftercare services.
• Provide patient information and schedule appointments at participating hearing professional’s offices.
• Build relationships with preferred hearing healthcare providers by referring qualified patients.
• Respond promptly and thoroughly to patient inquiries via telephone, email, and live chat.
• Act as the 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.
• Follow up before and after hearing test appointments and hearing aid fittings to ensure patient satisfaction.
• 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.
• Support hearing care professionals and staff on order entry, sales process, and payment process when necessary.
• Utilize current CRM and B2B2C support tools as a primary business unit driver.
• Maintain knowledge of current Start Hearing and competitor hearing aids.
• Understand brand, sales, provider network & patient structure to direct complex inquiries to appropriate staff.

Qualifications

• High school diploma from an accredited institution; General education degree.
• Experience in customer service activities and sales related functions.
• Solid computer experience with Windows programs; experience with CRM systems a plus.
• Good product knowledge preferred but not required.

Requirements

• Excellent customer service skills.
• Great enthusiasm for helping patients and providers.
• 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 detail and time management are a must.
• Previous experience in customer service/support environment.
• Flexible, proactive, and possess perseverance.
• Able to operate well under tight pressure.
• Able to address multiple projects simultaneously.

Benefits

• Annual salary between $40,000-$45,000/year.
• Eligible for a bonus based upon performance results (no guarantee of payout).