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SalaryABOUT US:
HearUSA is a leader in hearing healthcare. We are on a mission to make hearing care simpler and more accessible than ever before, setting a new standard in modern hearing care. We are taking a stand and reducing the stigma around hearing loss.
We draw on the expertise and hearing care services of more than 360 hearing centers across the U.S. Our hearing center teams change lives by giving clients easy access to advanced hearing technology and outstanding care. HearUSA is also part of the WS Audiology (WSA) family, a global leader with over 11,000 employees in 125 markets and 2 global headquarters.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Quickly answers Inbound calls from clients/prospects with appointment inquiries and/or requests regarding products and/or services; has sales ability to convert calls to qualified appointments.
- Maintains positive and friendly demeanor while providing efficient and courteous service.
- Seeks advice and guidance on non-routine or problem areas from leadership.
- Performs additional tasks as assigned including addressing client SMS responses, merging duplicate accounts, handling Website chat.
- Assists with investigating and resolving routine problems and recognizes when to escalate client issues.
- Accepts answered auto dialed calls and performs outbound calls as needed.
- Works within HearUSA processes from clearly documented rules and instructions. Follows Scheduling/business rules and adheres to scripts provided.
- Maintains knowledge of marketing pieces, managed care service level agreements, member benefits and specific hearing center statuses as documented and shared by leadership.
- Works with a teamwork mentality adapts to additional responsibilities and assists other Client Excellence teams when needed.
- Exercises confidentiality as it relates to all business and patient information. Communicates respectfully with all other WSA employees. Complies with HIPAA mandates.
REQUIREMENTS:
- 1-2 years Customer Service Experience , must have consistent positive and enthusiastic demeanor.
- Ability to work quickly, efficiently and independently.
- Ability to communicate clearly, concisely and accurately.
- Willingness to learn new computer programs and processes.
- Willingness to work within specified business rules, phone call scripting and performance standards.
- Inbound and Outbound call experience preferred.
- Hearing aid industry or similar industry experience preferred.
- Insurance Verification experience helpful. Deescalation skills helpful.
- Willingness to continue to learn and refine new skills.
- Must maintain minimum required Internet speed and Performance as designated by WSA IT/Systems management.
LIFESTYLE & BENEFITS:
- Comprehensive Benefits Package
- Paid Holidays & PTO Policy
- 401k Matching Program
- Tuition Reimbursement
- Employee, Family & Friends Hearing Aid Discount Program
- Relocation Assistance
- Service Days & Diversity, Equity & Inclusion Initiatives
Pays: $18-19/hr
This role is a hybrid work position-3 days in our Palm Beach Gardens, FL Support Center; 2 days remote work. Subject to change.
The Company provides equal opportunity to all employees and prospective employees without regard to race, color, creed, religion, national origin, ancestry, sex, age, physical or mental disability, marital status, pregnancy, genetic information, sexual orientation, gender identity, protected veteran or military status, or any other consideration not related to the person’s ability to do the job or otherwise made unlawful by federal, state, or local law.
