Fort Lauderdale, Florida
Clinical Support Specialist Job Opening in Fort Lauderdale, Florida - NationsHearing is a leader in the hearing benefits industry. We work with health insurance companies and other organizations to assist them in providing hearing healthcare benefits and associated products. We evolved to simplify the testing, dispensing and reimbursement process of acquiring hearing aids to the millions of individuals who experience hearing loss. We are committed to improving the health and quality of life of our members.
We are looking for Clinical Support Specialist with a passion to serve, an aptitude for building rapport, and an ability to engage a Member through a genuine connection with a human touch approach.
The person in this role will actively engage in day-to-day communications with Providers and Members. Work collaboratively with Provider Team, Member Experience Advisors and other teams. This role requires a positive individual who is patient and understanding. This individual will work with Members to address questions or concerns about their hearing aids, their providers or their care. In addition, this individual will communicate with Providers frequently and must be able to handle challenges, complaints or objections. This individual must be a good problem-solver and have a demeanor that lends itself to the resolution of problems. This individual must have attention to detail and good follow through on all tasks. This individual has a clinical background, has a current and active professional license and is well versed with all hearing aids products currently available.
Responsibilities:
Communicate frequently and effectively on both inbound and outbound calls to Providers and Members. This includes fielding Provider and Member questions, concerns or complaints.
Educate our members and Providers about our programs, products and services via phone, email or other channels
Manage and resolve grievances from both Members and Providers.
Complete data entry into the Grievance log on an ongoing basis and work with the Compliance Department as issues and concerns arise.
Accurate and timely recording of member and provider interactions
Effectively manage follow up calls
Safeguard our members? personal and health information
Guide members through the purchasing process.
Assist members with troubleshooting hearing aid issues
Counsel members regarding hearing loss and amplification needs
Assist providers with questions re: device technology, models, features, etc.
Schedule and conduct webinars for training/onboarding new providers
Work with Member Experience Advisors to assist with member questions and educate/train
Email providers updated company document packets as needed
Process Return Authorization for returns/exchanges
Travel, as needed to attend trade shows and represent the company
Attend Credentialing Committee Meetings, as needed
Special Projects as needed
This individual will conduct a variety of training's.
Qualifications
Audiologists and/or Hearing Instrument Specialists
Licensed
Experience with hearing evaluations and fittings
Good problem solving skills, analytical abilities, communication, organizational and interpersonal skills required
Ability to communicate technical information clearly, accurately and concisely
Computer knowledge is required
Professional, competent, confident and patient-focused
Have good problem solving skills and are well structured and self-organized
Job Type: Full-time
Required education:
Bachelor's
Required experience:
Hearing Care: 2 years
Hearing aid evaluations: 1 year
Hearing aid fitting: 1 year
Required license or certification:
Audiologist/Hearing Instrument Specialist
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