Caring Center Advisor-Onsite

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.

Responsibilities

• Handle calls, emails, and chats, understanding basic insurance coverage and eligibility processes.
• Book appointments by finding the best hearing care providers to use.
• Follow up with patients to ensure they are satisfied with their hearing aid purchase as well as after care services.
• Provide patient information, schedule appointments at participating hearing professional’s offices, and be the single source contact for the patient.
• Build relationships with our preferred hearing healthcare providers by referring qualified patients to their office.
• Respond promptly and thoroughly to patient inquiries via telephone, email, and live chat.
• Handle all calls with care in a professional-friendly manner.
• 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.
• 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.
• Support hearing care professionals and staff on order entry, sales process, and payment process when necessary.
• 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

• Minimum Education, Certification and Experience Requirements: High school diploma from an accredited institution; General education degree.
• Experience (i.e., years of work experience related to the job): Experience in customer service activities and sales related functions.
• Knowledge / Technical Requirements: Solid computer experience with Windows programs; experience with CRM systems a plus. Phone sales process and direct selling. Good product knowledge preferred but not required.
• Competencies, Skills & Abilities: Excellent customer service skills, great enthusiasm for helping patients and providers, must be an energetic “self-starter” with the ability to work both independently and within a team, demonstrate current knowledge of hearing aid and hearing loss information, strong verbal, written and interpersonal skills with the ability to multi-task, attention to details and time management are a must, previous experience in customer service/support environment, must be flexible, proactive and possess perseverance, should be able to operate well under tight pressure, able to address multiple projects simultaneously.

Pay

The annual salary for this position is between $40,000-$45,000/year. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.