Hearing Aid Technician and Client Service Administrator - Victoria, Downtown.

Demant Group•Victoria, BC

22d•Onsite

About The Position

HearingLife Canada, and National Affiliated Partners, is the largest provider of hearing healthcare service in Canada. Working in unison with the National Campaign for Better Hearing's awareness campaign (campaignforbetterhearing.org), our core philosophy is to provide life-changing hearing care while increasing awareness of the effects of hearing loss and the benefits of hearing devices. Across Canada, HearingLife consists of over 350 hearing healthcare clinics proudly united behind one simple vision, “To help more people hear better.” The Hearing Aid Technician (HAT) is responsible for performing specialized tasks in client management, working under the direct supervision and direction of a licensed Audiologist or Hearing Aid Practitioner/Hearing Instrument Specialist/Hearing Instrument Practitioner (HCP). This primarily includes working with hearing aids and other assistive listening devices (ALDs). HATs will promote and build relationships with individuals, citizen groups and other organizations at a clinic and community level, including clean and check clinics and screenings at Community Events at Retirement Residences and Senior Centers. The Client Service Administrator role involves being a customer service expert, making connections, solving problems, and helping people hear better, with a focus on client centered care. In this role, you will be performing 2 days as a Hearing Aid Technician and 3 days as a Client Service Administrator.

Requirements

At least 2 years of customer service experience
Strong organizational skills and ability to manage multiple priorities
Excellent communication and interpersonal skills for effective interaction with clients and colleagues
Ability to work collaboratively within a team environment, contributing to clinic success.

Responsibilities

Enhance growth in clinic’s revenue including sales of hearing aids, ALDs, and other products/services by enabling HCP to focus on revenue generating activities.
Reduce the number of follow up appointments with clients by advising and counseling them on proper care of their h/aid at time of fitting.
Supporting clinic front end and administrative operations as needed.
Clean/check of hearing aids and minor in-house repairs of hearing aids such as receiver changes, BTE tubing changes, etc.
Community Outreach: HATs will promote and build relationships with individuals, citizen groups and other organizations at a clinic and community level, including clean and check clinics and screenings at Community Events at Retirement Residences and Senior Centers.
Conduct hearing aid orientation sessions, educating clients on basic usage, care, volume adjustment, and connectivity with apps and accessories (insertion, removal, adjusting volume, connecting to apps and accessories, etc.).
Explain Terms of Sale, covering return policies, manufacturer repair warranties, and loss/damage warranties, etc.to client.
Verify hearing aid settings in Noah after manufacturer repairs under the supervision of a licensed professional.
Perform electroacoustic analysis of hearing aids as required, under the supervision of a licensed professional.
Prepare hearing aids for fitting, including attaching receivers, charging rechargeable models, and pairing with wireless accessories (e.g., TV adapter, connect clip).
Demonstrate and sell ALDs, batteries, and other specialized products.
Conduct retests and hearing screenings not related to hearing aid sales under the supervision of a licensed professional.
Follows good safety and infection control protocols.
Serve as the first point of contact for clients, delivering top-notch customer care.
Manage inbound phone calls and emails and answer customer inquiries with professionalism and warmth.
Ensure smooth clinic operations by managing and adjusting clinician schedules, booking appointments, and coordinating follow-ups.
Organize and tidy the client waiting areas and ensure supplies are stocked and ready.
Assist clinicians by maintaining client files, managing stock orders, and ensuring clinic operations run smoothly.
Handle basic hearing aid maintenance, help with events, and support local promotions.
Take ownership of processing payments, tracking insurance claims, accounts receivable management and maintaining inventory.