Client Service Administrator

Are you a customer service expert that enjoys making connections, solving problems, and helping more people hear better? Are you searching to be part of a team that has a “people-first” attitude which focuses on client centred care? If you are passionate about utilizing your skills to change client’s lives – then we would love to hear from you!

HearingLife Canada, and National Affiliated Partners, is the largest provider of hearing healthcare service in Canada. Working in unison with the National Campaign for Better Hearing's awareness campaign (campaignforbetterhearing.org), our core philosophy is to provide life-changing hearing care while increasing awareness of the effects of hearing loss and the benefits of hearing devices.

Across Canada, HearingLife consists of over 300 hearing healthcare clinics and nearly 900 dedicated professionals proudly united behind one simple vision, “To help more people hear better.”

As a valued member of our team, you will build a positive and welcoming environment for our clients while maintaining connections and problem solving along the way. You will build positive and collaborative relationships throughout the hearing journey for both the clients we service and the teams you will work with. You will join a strong nation network of modern hearing care professionals who make a positive impact on the day to day lives of Canadians.

Reporting to the Regional Manager, the Client service administrator (CSA) is the first point of contact for most of our clients and is responsible for providing superior client care. The CSA is also responsible for providing administrative support to the clinician’s within the clinic and to head office.

Customer Service
You are the first point of contact for our clients and must provide them with the best customer service in the industry:

• Greeting clients
• Answering the telephone
• Answering client queries

Appointments

• You will manage our client appointments and schedule the clinician’s appointments:
• Maintaining clinician’s schedules
• Triaging all appointments
• Changing appointments to accommodate client and clinic needs
• Using telephone pathway to book initial client appointments
• Contacting existing clients to schedule appropriate appointments.
• Following protocols associated with the companies Telephone Performance Analysis, including, and not limited to training, coaching, and evaluating.

Clinic Appearance
You are responsible for the general maintenance of our clinics so that they are a first-class hearing healthcare centre:

• Daily cleaning and tidying as needed.
• Tidying and organizing Assistive Listening Device (ALD) displays and client waiting area.
• Maintaining and ordering office and clinic supplies.

Hearing Professional and Administrative Support

• You will provide administrative support for the clinicians in their respective clinic(s) as well as act as an office administrator for the Hearing Healthcare Centre (HHC):
• Opening and closing the HHC
• Registering all new clients
• Maintaining all paper files including creating, organizing, filing, and destroying
• Shipping and receiving
• Tracking all orders through administration system and shipping log
• Preparing orders for fittings
• Assisting with local events as needed
• Understanding and applying all promotions
• Understanding and selling all ALDs
• Providing basic hearing aid maintenance including cleaning/checks and tubing changes

Accounting and Third-Party Insurance Support

• You will be responsible for processing all sales and tracking all outstanding balances and receivables and third party insurance payments which includes each of the following:
• Assisting with client estimates
• Counting and reporting opening and closing cash float
• Processing all payments; cash, cheque, post-dated cheques, credit card and debit card
• Completing daily bank deposit slip completing physical deposit
• Completing daily sales reconciliation on time and accurately
• Completing monthly inventory and accounting controls
• Understanding Debits and Credits
• Having working to expert knowledge of all third-party insurance programs
• Completing and submitting all third-party insurance forms
• Following up on all outstanding third-party claims

• Post-secondary education in an applicable field
• At least 2 years’ customer service experience
• Organized, detail-oriented, and comfortable working with multiple priorities