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SalaryABOUT US:
WSAudiology is a global leader in the hearing aid industry. Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world.
Part of WSAudiology group, HearUSA is on a mission to reframe the world of hearing care and set the highest standard in modern hearing health. With an extensive network of 4,000 independent Hearing Care Professionals and more than 350 centers in U.S., we strive every day to provide each individual with the care, knowledge and experience they deserve.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Performs outbound calls to digital leads, clients due for a new hearing evaluation, cancelled and no-show appointments
and other lists as assigned. Performs follow up calls after marketing pieces and unconverted opportunities. - Quickly answers Inbound calls from clients/prospects with appointment inquiries and/or requests regarding
products /services; has sales ability to convert calls to qualified appointments. - Maintains positive and friendly demeanor while providing efficient and courteous services.
- Handles client calls where specific pricing and product information is requested. Performs Verification of Insurance benefits as needed.
- Accepts and handles calls from clients with a complaint/grievance, documents issues, opens ticket and enters all required
information. Assists Client Excellence Relations manager with researching major client complaints and insurance grievances /contacting clients and assisting with resolutions. - 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.
- Maintains knowledge of OTC hearing aid criteria and options and can provide basic OTC information.
- 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.
- 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.
- 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
- Performs outbound calls to digital leads, clients due for a new hearing evaluation, cancelled and no-show appointments
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.
