Director of Caring Center

Starkey Canada•Eden Prairie, MN

6d•$126,280 - $157,500

About The Position

We’re looking for a dynamic leader who is passionate about people, service excellence, and building high-performing teams. In this role, you’ll lead the customer service teams supporting Start Hearing, SoundGear, and Starkey Cares while driving strategy that keeps our Caring Center at the forefront of the industry. If you thrive on developing talent and creating outstanding customer experiences, this is an opportunity to make a meaningful impact. At Starkey, we are in the business of connecting people and changing lives. As a world leader in the manufacturing and delivering of advanced hearing solutions, we go to work each day to ensure every person on the planet has the opportunity to hear their very best. Founded in 1967, Starkey is known for its innovative design, development and distribution of comprehensive digital hearing systems. Headquartered in Eden Prairie, Minnesota, Starkey has more than 5,000 employees globally, operates 29+ facilities and does business in more than 100 markets worldwide. Here’s a video about the people behind Starkey’s groundbreaking innovation: https://www.youtube.com/watch?v=GjhRQ7qzlI0 Hearing is key to our health and happiness. Starkey is much more than the hearing aids we produce. We are in the business of connecting people and changing lives. We believe being able to hear the world and the people around us is as essential to the human experience as breathing. Many recent advances are already being recognized as disruptive technologies that have positioned Starkey hearing aids as the industry’s first devices that go beyond providing just audiological amplification. Our hearing aids now incorporate Artificial Intelligence, embedded activity sensors, language translation and transcription services, as well as an always-on personal voice assistant. JOB SUMMARY DESCRIPTION This position is responsible for leading all groups within Start Hearing, SoundGear and Starkey Cares. Establishes vision and strategy for Caring Center Customer Service personnel is the industry leader in service to the customers. Ensures all Customer Service members provide a personal, accurate, and positive experience during every customer interaction. This is accomplished through consistent and thorough training, customer facing systems that are easy to use, quality assurance, easy accessibility of all customer facing teams, and managing team talent to ensure team members exemplify and uphold all blocks of the Starkey Way pyramid. Ensure budget and spending align with a healthy and balanced organization. Ensure all employee reviews and coaching is thorough and timely, department adherence to policies and procedures, and Customer Service Managers serve their teams as they would a customer.

Requirements

Bachelor’s Degree preferred or equivalent business experience
Two years of third party payer experience
Expert knowledge of software systems including Microsoft Office applications, or other system deemed appropriate by the business.
Third Party Payer Experience
Strong Leadership and communication skills
Ability to organize and execute a plan and strategy
Strategic thinker w/ proven project management skills
Excellent oral and written communication abilities; ability to function as a self-starter and without direct supervision
Ability to influence and impact internal and external customers diplomatically
Public speaking and training experience
Leadership, coaching and problem solving
Customer retention and satisfaction

Responsibilities

Set and communicate vision and strategy for Caring Center customer service team
Establish yearly goals that will continue to challenge and advance the Caring Center customer service team
Ensure vision and goals work to better serve our customers and establish Starkey as a “best in class” service organization
Act as the Customer Service representative to senior leadership
Work with other departments as necessary to ensure Customer Service goals and performance align with company expectations
Develop and maintain a culture of service within the entire Caring Center customer service team
Lead from the front, clearly demonstrating our core values; attitude, integrity, commitment and selflessness
Ensure all Customer Service Managers exemplify and uphold Starkey pyramid.
Establish team and individual performance measures for Customer Service teams. Ensure teams and individuals meet or exceed established measures
Ensure all teams meet or exceed service level and adherence expectations
Ensure performance measurements are directly related to improving service to customers (patient, provider and payers)
Manage and control staffing
Organize staffing based on key staffing metrics and current business needs
As strategies and business needs change, ensure seats are aligned and needed
Adhere to Starkey’s hiring process
Ensure every new hire meets or exceeds Customer Service hiring expectations
Continue the use of PXT in hiring, annual reviews and coaching process
Manage overtime to budget
Partner with HR Business Partner and VP Start Hearing to conduct periodic talent reviews of staff
Ensure all leadership efforts are consistent throughout department and focus on improving employee engagement. All Customer Service leaders should minimally:
Conduct thorough and timely annual reviews
Conduct monthly one on ones with each team member
Focus on team member’s individual strengths and talents
Identify, coach and manage opportunities for individual career development
Maintain and grow the Customer Service training program
Ensure the New Employee Training program is comprehensive and prepares new employees to provide the same level of service as established employees. New Employee Training programs should contain a certification process at the end of the training
Ensure all certified representatives participate in annual refresher training
Ensure Caring Center Customer Service has involvement in Product Quality Council to ensure a line of communication is clear from production to the customer service organization
Ensure Customer Service captures customer complaints to ensure quality in product, process, and service
Ensure Caring Center Customer Service is active in the development and enhancements of all customer facing systems as well as all systems utilized by the Caring Center Customer Service team.
Ensure Starkey CRM is utilized by all customer facing personnel to its full capability
Ensure complete and accurate call logging
Analyze historical CRM data to include issue management and trending
Process order end to end to ensure all patient funding for discount, workers’ comp and funded are communicated to the patient.
Manage and convert referrals to ensure payer sources are maximized
Participate in annual competitive analysis of pricing and policies
Develop Caring Center policies and procedures to serve customers (payer, patient and provider)
Other duties/responsibilities as assigned