Client Care Coordinator

About HearCANADA
At HearCANADA, we are on a mission to connect with Canadians from coast-to-coast to offer solutions to their hearing health. By delivering exceptional client experiences and providing Best-in-Class hearing care, our teams are revolutionizing the hearing world and driven to provide Wonderful Sound for All .

About the role:

HearCANADA’s Client Care Coordinators (CCC) hold vital customer-facing roles within our clinics to deliver exceptional client service within our busy hearing clinics. As a Client Care Coordinator, you will ensure clients’ needs are met in a timely manner, maintain a well-organized appointment schedule, and recognize and capitalize on sales opportunities within our clinic.

What you’ll be responsible for:

• Client interactions and communications – Manage inbound and outbound calls, return messages, and perform proactive recalls to clients (follow-ups to existing clients, warranty calls, annual appointments, etc.), greet walk-in clients, collaborate with HearCANADA team members in clinic to best-serve clients, and send email follow-ups and marketing collateral to clients.
• Schedule appointments and maintain calendars - Manage scheduling for clinicians by scheduling client appointments and entering appointment blocks, vacations, out of office activities, and stagger/balance schedules to ensure capacity is met.
• Client file documentation - Maintain client documentation virtually within the EMR system and physically within files.
• Order supplies - Maintain shopping lists and order clinical supplies and office supplies from preferred vendors; seek leadership approval for order expenses as required.
• Community-based marketing (CBM) – Participate in CBM events like tradeshows, marketing collateral drops, and partnership events with the goal of increasing brand-awareness in your local area.
• Process payments and in-clinic financials - Answer client questions about payments and payment options, process insurance direct-billing, follow-up on government remittances, and handle cash payments.
• Maintain a clean and safe office environment - Perform sanitation and sterilization of equipment and surfaces within the clinic and maintain a welcoming environment for our clients.
• Ongoing training and development – Participate in ongoing HearCANADA training and learning opportunities and work with Field Support Coordinators and your leadership team to stay abreast of industry changes, product offerings, and client service best-practices.

What we are looking for:

• Secondary school diploma (or equivalency) is required; courses and/or some post-secondary education in a related field is a definite asset (Medical Office Administration, Healthcare, Business, etc.)
• 2+ years of experience in a customer-facing administrative or retail sales role is required; experience in a clinic or high-volume retail office environment would be an asset
• Customer-centric attitude – you strive to deliver exceptional customer service and have a sound understanding of how customer satisfaction directly impacts success and growth in a retail clinic setting
• Technical acumen and comfortability in adopting and leveraging new tools and software; experience with MS Office Suite is required and scheduling software is a definite asset
• Effective oral and written communication skills
• Strong multi-tasking, organization, and time-management skills

What’s in it for you? 

• Attractive compensation package with profit-sharing opportunities
• Benefits starting on your first day
• RRSP program + employer matching
• Educational Assistance and Health & Wellness programs
• Mentorship and professional development opportunities
• Employee discounts and friends and family discounts for qualifying hearing care needs

HearCANADA is committed to fair and accessible employment practices, and we welcome and encourage applications from candidates with disabilities. Accommodation is available on request for candidates taking part in all aspects of the selection process.