Overview:
HearingLife is a national hearing care company and part of the Demant Group, a global leader in hearing healthcare built on a heritage of care, health and innovation since 1904. HearingLife operates more than 650 hearing care centers across 42 states. We
follow a scientific, results-oriented approach to hearing healthcare that is provided by highly skilled and caring professionals. Our vision is to help more people hear better through life-changing hearing health delivered by the best personalized care. This Team
Member must role-model and uphold the HearingLife Core Values:
- We create trust.
- We are team players.
- We apply a can-do attitude.
- We create innovative solutions.
Responsibilities:
- Provide daily technical support for proprietary systems via ServiceNow calls and tickets, consistently meeting department metrics
- Ensure timely resolution by following up with users and departments
- Manage daily operations under direction of the Senior Manager of Operations and Business Process
- Support acquisition activities, including conversion training and hypercare
- Collaborate with Learning & Development to create and maintain training materials
- Manage our various clinic vendors
- Assist with system release communications, testing, and documentation updates
- Participate in daily team huddles to share updates, issues, and training needs
- Partner with Support Center teams on process improvement initiatives
- Address RCM/Finance issues (e.g., write-offs, accounting discrepancies, unbilled claims, inventory) to support clinic revenue goals
- Deliver business support and training with a “Whatever It Takes” mindset to ensure best-in-class service
- Travel up to 50% as needed
- Work hours aligned with time zones across the U.S.
- Perform other duties as assigned.
- Associates Degree or a minimum of two years’ experience in a corporate or business setting preferable in a training or technical support role
Must have 2 years clinical management systems experience
- Previous customer care/service or training and relevant hearing product, healthcare, managed care program, and medical billing/insurance process understanding needed ability to ask core probing questions to troubleshoot, research, utilize all available resources, apply sound judgment, interpret policy and shift priorities as needed
- Strong customer service skills
- Ability to work well independently and with a team to successfully achieve a common mission and goal
- Ability to think/learn fast and multi-task
- Ability to present complex information to a variety of audiences
- Exhibits flexibility and adaptability that matches the pace of our continuously progressing business
- Ability to consider the customer’s needs and desired outcome while providing the best possible resolution to an issue
- Willingness to learn and set personal goals to increase one’s skills
Target Salary: 45-55k
Work Schedule: Monday - Friday 11:30pm - 8:00pm EST
We are an Equal Opportunity / Affirmative Action employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, sex, national origin, disability, or protected veteran status.
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