Client Care Coordinator

The Client Care Coordinator will be responsible for supporting front-end retail sales, client care, and scheduling tasks within our HearCanada hearing clinic. This is a fast paced, multi-faceted role involving a blend of sales, marketing, and administration. As a Client Care Coordinator your primary responsibilities may include, but will not be limited to, the following:
• Act as the key point of contact for clients visiting our clinic by welcoming them to the clinic,
maintaining a safe and welcoming environment, and answering their questions.
• Handle phone calls, return messages, and answer email and chat correspondence in a professional
and efficient manner.
• Collaborate with Hearing Care Professionals and clinic leadership for client escalations and for
special requests with the goal of meeting clients' unique needs.
Balance and maintain schedules for operational efficiency
• Schedule appointments for clients based on provider calendars and client availability.
• Reschedule client cancellations and follow up on missed appointments.
• Make reasonable efforts including calls, SMS, and email contact with clients needing recall
examinations, missed appointments rescheduled, or follow up appointments.
• Contact referral clients in a timely manner to schedule appointments.
• Collaborate with Hearing Care Professionals and leadership for special appointment requests,
including scheduling appointments at satellite clinics and timing.
• Provide clients with necessary information for appointments including parking options, clinic-specific
information and access points, estimated appointment durations, and any required.
Act as an ambassador for HearCanada within the community through networking and events
• Act as a liaison with referring physicians' offices to maximize referrals.
• Perform Community Based Marketing collateral drop-offs and relationship building with
establishments such as Senior Living facilities, partnering health care clinics, and health and
wellness complexes.
• Stay abreast of community events and maintain an event calendar with upcoming and potential
events for HearCanada to attend or sponsor.
• Collaborate with the Marketing department for marketing collateral/swag ordering requests and
paid-sponsorship requests.
• Participate in community events and seek sponsorship opportunities for including Senior Living
Tradeshows, health cause events on behalf of HearCanada to engage with attendees and to
promote our services and products.
• Maintain relationships with referring physicians' offices to increase referrals and drive revenue.
Process retail sales and educate clients on products and promotions to drive revenue
• Identify opportunities to sell additional products or services to clients based on client needs.
• Educate clients on payment options, payment plans, trial periods, and promotions on products and
services.
• Answer basic questions on our leading Widex and Signia hearing products; escalate technical
questions to Hearing Care Professionals as needed.
• Process payments including cash payments and card payments; manage close-out activities and
bank deposits.
• Process third-party billing.
• Assist clients with forms and documentation required for claims including workplace accident,
insurance submissions, and government and provincial funding programs.
Perform administrative tasks
• Maintain client files, both virtually and physically.
• Order supplies for the clinic, including office supplies, personal protective equipment, and hearing specific products.
• Operate general office equipment including fax machines, scanning machines, phone systems,
computers, and printers; collaborate with IT as necessary for troubleshooting and repair
requirements.
• Handle mail and packages (ingoing and outgoing).
• Use the EMR (electronic medical record) system to enter client information, transactions, and lead
tracking; keep accurate records within the EMR for reporting and compliance.
• Ensure that consent forms and confidential client information are stored securely and accurately.
• Provide statistics for reporting and compile basic reports using Microsoft Excel as directed.
• Attend company, district, and clinic meetings, both virtually and in-person as scheduled.
Conduct general hearing device troubleshooting and maintenance
• Assist in hearing device troubleshooting and maintenance which can include assisting with cleaning
and battery changes; PPE is provided.
• Escalate product issues to Hearing Care Professionals and collaborate with sales representatives for
warranty or product issues as needed.
• Answer general questions and troubleshooting about device add-on products and web applications.
• Assist Hearing Care Professionals with general sanitization and clean-up as directed.
Participate in required training and development activities
• Attend required initial and ongoing company and government-mandated training which can include,
but is not limited to, health and safety training, policy training, product updates, and standard
operating procedure training.
• Participate in some infrequent, pre-scheduled, work-related travel to our Burlington corporate office
for company events as requested.
• Stay abreast of industry and product changes to best support clients with questions.
Performs other duties as assigned within the scope of the role.
Education, Certifications & Experience:
• Completion of secondary school or equivalency is strongly preferred; equal consideration will be
given to those with some secondary school education and relevant experience.
• Certifications or post-secondary education in a relevant field including sales, office administration,
marketing, medical office, and/or health care would be considered an asset.
• 2+ years of experience in a fast-paced retail, customer service, office administration, or similar
capacity is required; experience working in a sales-driven environment, or a clinic environment would
be an asset.
• Experience with payment processing and cash handling is required; experience using a Point of Sale
or Electronic Medical Record System to track payments is a definite asset.
• Knowledge of the hearing care space or hearing devices would be an asset.

Knowledge, Skills & Qualities:
• Efficient communication skills in the English language, both verbal and written.
• Energetic and professional demenaour with the ability to establish relationships with clients and
community partners.
• Comfortability in participating in company networking and marketing events to establish community
partnerships; knowledge of the local community landscape would be a definite asset to maximize
partnership opportunities.
• Ability to prioritize based on urgency and handle competing tasks in a busy environment.
• Comfortability in leveraging various tools including Microsoft Outlook, Microsoft Teams (or other video
conferencing/chat platforms), Microsoft Excel (basic for reporting and data), and multi-line phone
systems.
• A high level of confidentiality is required.
• Willingness to participate in some local community travel for events and networking activities;
access to a vehicle and a valid driver's license is preferred or a willingness to use other transit
methods based on the designation.
Other:
• This is an onsite, in-clinic position.
• Ability to participate in some out-of-town work-related travel as required (~5% on average)
• The working conditions for this position are standard for an office environment and can
involve periods of sitting and bending. Some moderate lifting for packages could be required
(less than 50lbs).
• Work authorization to work in Canada without sponsorship is required.
• Ability to pass or satisfy a national Criminal Background Check is required.