ABOUT US:

 HearUSA is a leader in hearing health. We are on a mission to make hearing care simpler and more accessible than ever before, setting a new standard in modern hearing care. Our hearing center teams change lives by giving clients easy access to advanced hearing technology and outstanding care.

We are taking a stand and reducing the stigma around hearing loss. HearUSA is committed to our mission to change one million more lives in the next five years through Simply Excellent Hearing Care. As professionals, we’re redefining delivery of hearing care and helping more people take charge of their hearing health.

We draw on the expertise and hearing care services of more than 360 hearing centers across the U.S. HearUSA is also part of the WS Audiology (WSA) family, a global leader with over 11,000 employees in 125 markets and 2 global headquarters.

 ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Increases revenue by ensuring client experience is consistent across all retail locations. Specific focus is on center Calendar Management and HAE Generation.
• Monitors center schedules daily to ensure dedicated HAE blocks are in place, consistency in operating hours, and efficient use of available hours in schedule.
• Increases HAE Kept Rate by Identifying performance gaps in HAE welcome calls and confirmation calls; then trains and documents.
• Monitors Appointment Flow Reports daily; documents training on ensuring 100% appointment status accuracy.
• Monitors All Orders and Dispense Fee Order reports to ensure all fitting appointments are booked within established guidelines.
• Reviews center HAE No Show report daily in Power Bi; ensures patient calls are made within 15 minutes of appointment time, with Notes in TCM.
• Reviews center HAE Cancellation report daily in Power Bi; ensure patients are rescheduled at time of cancellation with Notes in TCM.
• Increase use of Recall function in TCM; identify performance gaps and train on use of Recall function in TCM to improve patient retention and customer service and assist with outbound calling, training, and support.
• Review and monitor Stock Inventory in centers; coordinate with Operations Coordinator and Team Leads when stock orders or transfers are needed.
• Help improve culture by creating a positive employee experience through onboarding, coaching, and overall communication.
• Assist the Regional Director in any/other functions as needed
• Must be willing to travel as needed within their assigned territories and to assist with training, onboarding, and development of new PCCs.
• Assist with recruiting and interviews as needed

REQUIREMENTS:

• Experience with coaching/training center staff with strong knowledge of scheduling efficiencies, calendar management and operational excellence.
• Highly proficient with TCM; skilled TCM training experience preferred
• 5+ years
• Travel Days: Light: 1 - 10 days

LIFESTYLE & BENEFITS:

• Comprehensive Benefits Package
• Paid Holidays & PTO Policy
• 401k Matching Program
• Tuition Reimbursement
• Employee, Family & Friends Hearing Aid Discount Program
• Service Days & Diversity, Equity & Inclusion Initiatives

The Company provides equal opportunity to all employees and prospective employees without regard to race, color, creed, religion, national origin, ancestry, sex, age, physical or mental disability, marital status, pregnancy, genetic information, sexual orientation, gender identity, protected veteran or military status, or any other consideration not related to the person’s ability to do the job or otherwise made unlawful by federal, state, or local law.