Caring Center Advisor

About the role

Serve as the primary contact for patients, educating them on hearing aid benefits, scheduling appointments, and ensuring satisfaction throughout their care journey. This role requires strong communication, empathy, and sales skills to convert inquiries into appointments. You'll work closely with hearing care providers to refer qualified patients and support ongoing relationships. The position requires excellent communication and people skills to represent Starkey Hearing Technologies’ products and services, maintain a high level of care to educate patients on the products and benefits offered, book appointments by finding the best hearing care providers, follow up with patients to ensure satisfaction with their hearing aid purchase and after‑care services, and act as the single source contact for the patient. Building relationships with preferred hearing healthcare providers by referring qualified patients to their offices is essential to drive sales success and patient satisfaction.

Responsibilities

• Respond promptly and thoroughly to patient inquiries via telephone, email, and live chat.
• Handle all calls with care in a professional‑friendly manner.
• Act as first point of contact for patient inquiries on how and where to obtain professional hearing services.
• Follow‑up and drive a communication plan with patients who have responded to various types of advertising, with the goal of setting qualified in‑office hearing appointments and guiding patients to purchase hearing aids.
• Approach patients from a sales and support perspective by following script assigned to program/campaign.
• Follow up before and after hearing test appointment and hearing aid fitting to ensure patient satisfaction as well as aftercare education.
• Communicate effectively with Start Hearing’s Network Providers regarding technology recommendations.
• Provide efficient use of data systems to find and recommend local hearing professionals.
• Provide valuable “front line” feedback on patient concerns.
• Be able to support hearing care professionals and staff on order entry, sales process and payment process when necessary.
• Successfully utilize current CRM and B2B2C support tools as a primary business unit driver.
• Maintain appropriate knowledge of current Start Hearing and competitor hearing aids to be able to answer comparative questions and lead technology discussions toward scheduling appointments with participating network providers.
• Understand brand, sales, provider network & patient structure to direct complex inquiries to appropriate staff.

Requirements

• High school diploma from an accredited institution; General education degree.
• Experience in customer service activities and sales related functions.
• Solid computer experience with Windows programs; experience with CRM systems