Caring Center Advisor-Start Hearing-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.
• Maintain a high level of care to educate patients on the products and benefits offered along with booking 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.
• Build relationships with our preferred hearing healthcare providers by referring qualified patients to their office.
• Provide patient information, schedule appointments at participating hearing professional’s offices and be the single source contact for the patient.
• 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.
• 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.
• 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.
• 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: 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.
• 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.
• Annual Salary: 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.