Patient Care Specialist- Detroit/Wyandotte

WSA Americas•Detroit, MI

54d

About The Position

The Patient Care Specialist is the frontline ambassador for hearing care services in a retail environment. The role combines lead generation, customer engagement, and operational support to drive appointment bookings, assist clinical providers, and deliver an exceptional client experience. The specialist helps identify potential hearing needs, supports hearing screenings, manages appointments and client communications, and assists with hearing aid troubleshooting and order fulfillment. The position also contributes to center operations, performance tracking, sales-qualified lead and booking goals, payment processing, and compliance with privacy, safety, and care standards.

Requirements

1–4 years of experience in customer-facing, retail, or sales roles; hearing aid technician or hearing industry experience is noted.
Strong interpersonal and communication skills with a consultative approach.
Ability to identify customer needs and build trust quickly.
Detail-oriented, with strong organizational and multitasking abilities.
Comfort working in a fast-paced retail environment.
Basic proficiency in Microsoft Office and digital tools.

Nice To Haves

Proven ability to meet performance or sales targets.

Responsibilities

Use consultative conversations to identify potential hearing needs and reduce barriers to care.
Assist licensed Hearing Care Providers in proctoring hearing screenings to qualify potential candidates.
Generate and convert leads into booked hearing evaluation appointments.
Build and maintain referral opportunities through outbound calls and marketing efforts.
Schedule, confirm, and manage appointments to optimize provider calendars.
Maintain accurate client records and data integrity within systems.
Communicate with clients by phone, email, and text, respond to inquiries, and support recall efforts to re-engage existing clients.
Perform basic hearing aid troubleshooting, cleaning, and listening checks.
Assist providers with appointment preparation, product readiness, and follow-up processes.
Manage hearing aid orders, repairs, inventory, and client pickup notifications.
Maintain a quiet, professional, and friendly environment during business hours, using clearly annunciated speech and proper written grammar.
Track and report key performance metrics, including leads, bookings, conversions, and show rates.
Meet or exceed monthly sales-qualified lead and booking goals, and provide insights on customer trends, objections, and growth opportunities.
Maintain a clean, professional, and welcoming center environment; support merchandising, demo stations, and marketing displays.
Follow HIPAA, FDA, and company policies for privacy, safety, and care standards.
Collect and record payments and assist with financing applications.
Maintain accurate cash and bank deposit records and perform end-of-day processes, reports, and settlements.