Bilingual Recipient Solutions Manager I - California/N. Nevada

About the role

Change people's lives and love what you do at Cochlear—the most recognized brand in hearing health care, helping people hear and be heard around the world. The Recipient Solutions Manager (RSM) provides industry-leading support, education, and value-add services to reduce patient and professional aftercare burden, while achieving upgrade sales goals within their assigned territory. This role focuses on providing and implementing efficient aftercare solutions that deliver customer satisfaction and confidence and developing strategies to support patient outcomes and upgrade revenue.

Responsibilities

• Engagement Acumen: Provides meaningful recipient engagement by delivering new recipient onboarding and upgrade education to support patient empowerment, satisfaction, confidence and positive patient outcomes while alleviating clinic time spent counselling. Provides clinic education related to recipient base, upgrade processes including but not limited to the insurance landscape.
• Sales Acumen: Collaborates strategically with Consumer and Professional field sales teams to reduce aftercare burden while driving upgrade sales and customer satisfaction. Applies business acumen to understand clinic aftercare needs and recommends tailored solutions, becoming a trusted advisor. Builds strong relationships with key stakeholders including clinicians, implant sales teams, and reimbursement specialists within the assigned territory. Successfully executes sales and marketing initiatives while maintaining compliance with Cochlear policy, laws, and regulations. Manages territory performance and clinic upgrade penetration through sales planning, budgeting/forecasting, and responsibility for revenue quota. Timely reporting of key metrics. Partners with internal upgrade operations teams to ensure quality service delivery. Maintains a professional image as a Cochlear representative.
• Business Acumen: Effectively utilizes all sales and service tools including Salesforce, Miller Heiman strategies, and virtual presentation platforms while adapting communication styles to various audiences. Generates and delivers reports and maintains detailed documentation to demonstrate value to stakeholders. Exemplifies strong organizational skills by managing competing priorities in a fast-paced environment while maintaining attention to detail. Works collaboratively across internal and external teams to understand regional clinic dynamics and achieve operational targets. Ensures compliance with company policies through consistent documentation in Salesforce and the Cochlear Complaint Management System.

Requirements

• Bachelor's Degree, with Master's Degree/AuD preferred
• 2-3 Years of Experience in Hearing Healthcare, sales or service experience
• Demonstrated ability to work independently with minimal supervision
• Demonstrated prioritization and organization skills
• Experience taking action and ownership of customer relationships within assigned region
• Ability to lift minimum 30 lbs
• Communicates effectively and persuasively with excellent written and verbal communication skills, highly effective presentation skills, and an ability to adjust communication and messaging to fit the audience
• Strong computer skills with experience in various software packages including Microsoft Suite and web-based applications
• Works collaboratively across internal and external teams to understand regional clinic dynamics and achieve operational targets
• Ensures compliance with company policies through consistent documentation in Salesforce and the Cochlear Complaint Management System
• Bilingual: Ensure that patients, within and outside the assigned region whose preferred language is Spanish, experience a seamless written and verbal recipient journey. Must lead the way by ensuring all Spanish speaking patients are supported.