Patient Care Specialist- Detroit/Wyandotte

WSA Americas•Detroit, MI

10d

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 uses consultative conversations to identify potential hearing needs and reduce barriers to care, and assists licensed Hearing Care Providers with hearing screenings to qualify potential candidates. The position supports clients and providers throughout the care process, including appointment scheduling and follow-up, basic hearing aid troubleshooting, order and inventory management, and payment processing. It also involves maintaining accurate client and financial records, supporting marketing and merchandising, tracking performance metrics, and following HIPAA, FDA, and company policies. Clear, well-annunciated communication and proper written grammar are important when working with clients who may have hearing needs.

Requirements

1–4 years of experience in customer-facing, retail, or sales roles; hearing aid technician or hearing industry experience is referenced.
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.
Ability to communicate clearly and with proper grammar in client interactions, including written communications.

Nice To Haves

Proven ability to meet performance or sales targets is preferred.

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 appointments for hearing evaluations.
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, and respond promptly to inquiries.
Support recall efforts and 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, friendly, clean, and welcoming center environment during business hours.
Track and report performance metrics, including leads, bookings, conversions, and show rates.
Meet or exceed monthly sales-qualified lead and booking goals.
Provide insights on customer trends, objections, and growth opportunities.
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 detailed and accurate cash and bank deposit records, and complete end-of-day processes, reports, and settlements.