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Job Specifications
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Department: Sales
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Reports To: Regional Sales Director
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Job Type: Retail Clinic
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Award Type: Monthly Commissions and Quarterly Bonus
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Management: Yes No
# Direct Reports: 0
# Indirect Reports: 0
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Travel Required: Yes No
Percentage:<10%
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The Hearing Care Professional role is to provide hearing aids and consistent quality service to our customers in a timely, efficient and effective manner.
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Responsibilities & Duties
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Customer Service
- Provides professional standard of customer service to all clients.
- Review to document related complaint.
- Ensure individual adherence to Standard Operating Procedures.
- Schedule appointments within calendar management process as outlined.
Consulting:
Follow the dispensing and Retail Audiology process as outlined in the RSOP (Required Standards of Practice) Manual, which includes:
- Follows Connect Hearing Sales Process – Cycle of Sales
- Perform otoscopic examinations and be able to identify pathologies that require medical referral.
- Conduct full range of audiometric tests i.e. pure tone audiometry, speech audiometry, tympanometry.
- Conduct non-auditory needs assessment
- Identify medical “Red Flags” and refer as appropriate
- Select and order appropriate hearing aids based on audiometric test results.
- Able to present different hearing aid technologies in a clear and easily understood manner.
- As required, be able to administer pre and post hearing aid fitting assessment questionnaires such as APHAB.
- Perform In-situ Real Ear Probe Microphone Measurements using real ear equipment.
- Familiar with evidence based prescriptive fitting methods i.e. DSL V, NAL-NL2.
- Sound field evaluation of a hearing aid fitting as necessary.
- Perform electro acoustic analysis of hearing aids
- Familiarity of outcome measures i.e. COSI
- Be able to determine and identify hearing instruments that are not functioning properly.
- Be able to select and provide appropriate loaner hearing instruments.
- Clean hearing instruments and perform minor repairs on hearing instruments which would include replacing:
- Tubings
- Recievers
- Wax filters
- battery doors
- ear hooks
- control covers
- dampers
- Physical and acoustic modifications of hearing instruments which would include:
- enlarging or reducing vents
- Electro acoustic modification of hearing aids through manufacture programming software grinding shells to improve fit and comfort
- patching small holes
- building up shells or earmolds
- Take deep ear impressions.
- Demonstrate and sell assistive listening devices.
- Provide client counselling on expectations and wearing hearing instruments.
- Provide client orientation on the use of hearing aids
- Provide house calls as mutually agreed upon with District Sales Manager
- Able to fit, evaluate and troubleshoot hearing aids.
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Sales:
- To achieve monthly clinic budget for units sold and revenue.
- Use the provided sales tools: Client conversation sheet, Recommendation tool
- Complete Clinic Demand Generation as it relates to TotalCare, namely Hearing Health Checks, Refer a Friend, GP Referrals and community outreach.
- Understand appropriate use of discounts and price matching.
- Able to use RBS to quote costs.
- Familiar third-party contract prices, policies and procedures.
- Also familiar with procedures of other third-party payee.
- Knows and implements all policies regarding: Pricing, demos, returns, repairs, warranty coverages and loss and repair warranty plans, payment plans, discounts and price match.
Correspondence:
Responsible for professional correspondence with:
- Clients, physicians and other health care professionals both verbally and in writing. This would include preparing doctor letters, giving quotes and dealing with questions or complaints.
- Third party payees.
- Staff and other consultants within office in regard to your clients and office procedures.
Meetings:
- Be prepared for requested meetings with appropriate written documentation
- Report for meetings with the Regional Sales Manager when requested.
Record-Keeping:
- Complete in a timely fashion all client file documentation including Client Information Sheets, Client Conversation Sheets 3rd Party Grids, and Client Progress Notes.
- Complete and refer to the Clinic Planning Book
- Responsible for correct pricing and appropriate booking of follow-up appointments.
- Able to complete all manufacturer and order forms.
- Know all Appointment, Return For Credit and Referral Codes.
Miscellaneous:
- Familiar with clerical office processes performed by support staff.
- Filing of current and non-current clients.
Experience/Education/Requirements:
- HIP/HIS designation in Canada or Audiologist (M.Sc. or Au.D).
- Up-to-date on new hearing instrument technologies
- Responsible for completing continuing education each year
- Maintain all yearly qualifications and Provincial Licensing as required by the regulatory bodies.
Personal Suitability:
- Ability to work under pressure and meet deadlines.
- Ability to establish and maintain cooperative business relationships.
- Ability to demonstrate leadership and inspire confidence.
- High level of entrepreneurial spirit.
- Ability to work as a team player, possess interest to be part of a growing business.
- Must be able to travel for training and have valid Class 5 Drivers License.
Office Retail/Store Home Office/Travel
