Provider Care Advisor
If you have a passion for customer service and helping people come join Starkey Hearing as a Provider Care Advisor!At Starkey, we are in the business of connecting people and changing lives.
As a world leader in the manufacturing and delivering of advanced hearing solutions, we go to work each day to ensure every person on the planet has the opportunity to hear their very best.
Founded in 1967, Starkey is known for its innovative design, development and distribution of comprehensive digital hearing systems.
Headquartered in Eden Prairie, Minnesota, Starkey has more than 5,000 employees globally, operates 29
facilities and does business in more than 100 markets worldwide.
?Here's a video about the people behind Starkey's groundbreaking innovation.
https:
//www.
youtube.
com/watch?v=GjhRQ7qzlI0This position requires excellent communication and attention to detail to nurture the relationships with Start Hearing's Provider Network.
Our Provider Care Advisors maintain a high level of success in supporting the Start Hearing network on the Start Hearing sales process, products available by contract and providing and verifying patient benefits, when applicable.
As a Provider Care Advisor with a focus in support the Start Hearing provider network, this role requires strong attention to detail, customer service and communication skills which will include heavy use of phones (inbound and outbound), email and live chat in the office setting.
You will interact with providers to deliver clear and concise information related to general inquiries regarding new or existing patients that may or may not have a hearing loss and may need hearing aids.
You may interact with patients and providers to deliver clear and concise information related to general inquiries regarding benefits and locations who can see patients with hearing aids.
Additionally, you will be required to understand basic insurance coverage, eligibility, and details of submission processes to access the hearing benefit.
JOB RESPONSIBILITIES/RESULTS Respond promptly and thoroughly to provider, patient & payor inquiries via telephone, email, and live chat Handle all calls with care in a professional-friendly manner Act as first point of contact for provider inquiries on new and existing patients Act as a backup for inquiries from patients and payors Communicate effectively with Start Hearing's Network Providers regarding technology recommendations Provide efficient use of data systems to find and recommend local hearing professionals Provide valuable front line feedback on patient concerns Be able to support hearing care professionals and staff on order entry, sales process, and payment process when necessary On an as needed basis, this role will handle and follow-up with patients who have responded to various types of advertising or are established and requesting additional support on a purchase made through Start Hearing with the goal of resolving the request in a timely manner.
Approach patients from a sales and support perspective by following script assigned to program/campaign Follow up before and after hearing test appointment and hearing aid fitting to ensure patient satisfaction as well as aftercare education Successfully utilize current CRM and B2B2C support tools as a primary business unit driver Maintain appropriate knowledge of current Start Hearing and competitor hearing aids to be able to answer comparative questions and lead technology discussions toward scheduling appointments with participating network providers Understand brand, sales, provider network & patient structure to direct complex inquiries to appropriate staff Other duties/responsibilities as assignedJOB REQUIREMENTSMinimum Education, Certification and Experience Requirements Education (i.
e.
4-year college degree, license, certification) High school diploma from an accredited institution; General education degree Experience (i.
e.
years of work experience related to the job) Experience in Phone Customer Support Service activities and sales related functionsKnowledge / Technical Requirements Solid computer experience with Windows programs; experience with CRM systems a plus.
Phone sales process and direct selling Good product knowledge preferred but not requiredCompetencies, Skills & Abilities Excellent customer service skills and great enthusiasm for helping customers Must be an energetic self-starter with the ability to work both independently and within a team Ability to multi-task, attention to details and time management are a must Strong verbal, written and interpersonal skills Strong phone and sales skills Previous experience in customer service/support environment Must be flexible, proactive and possess perseverance Should be able to operate well under tight pressure Able to address multiple projects simultaneouslyWORK CONTEXTWorking Conditions (i.
e.
standard office conditions, sitting, lifting, etc.
) Standard office conditionsEquipment Operation (i.
e.
standard office equipment, etc.
) Standard office equipment#LI-JD1 Recommended Skills Attention To Detail Communication Customer Service Data System Direct Selling Friendliness Estimated Salary: $20 to $28 per hour based on qualifications.
As a world leader in the manufacturing and delivering of advanced hearing solutions, we go to work each day to ensure every person on the planet has the opportunity to hear their very best.
Founded in 1967, Starkey is known for its innovative design, development and distribution of comprehensive digital hearing systems.
Headquartered in Eden Prairie, Minnesota, Starkey has more than 5,000 employees globally, operates 29
facilities and does business in more than 100 markets worldwide.
?Here's a video about the people behind Starkey's groundbreaking innovation.
https:
//www.
youtube.
com/watch?v=GjhRQ7qzlI0This position requires excellent communication and attention to detail to nurture the relationships with Start Hearing's Provider Network.
Our Provider Care Advisors maintain a high level of success in supporting the Start Hearing network on the Start Hearing sales process, products available by contract and providing and verifying patient benefits, when applicable.
As a Provider Care Advisor with a focus in support the Start Hearing provider network, this role requires strong attention to detail, customer service and communication skills which will include heavy use of phones (inbound and outbound), email and live chat in the office setting.
You will interact with providers to deliver clear and concise information related to general inquiries regarding new or existing patients that may or may not have a hearing loss and may need hearing aids.
You may interact with patients and providers to deliver clear and concise information related to general inquiries regarding benefits and locations who can see patients with hearing aids.
Additionally, you will be required to understand basic insurance coverage, eligibility, and details of submission processes to access the hearing benefit.
JOB RESPONSIBILITIES/RESULTS Respond promptly and thoroughly to provider, patient & payor inquiries via telephone, email, and live chat Handle all calls with care in a professional-friendly manner Act as first point of contact for provider inquiries on new and existing patients Act as a backup for inquiries from patients and payors Communicate effectively with Start Hearing's Network Providers regarding technology recommendations Provide efficient use of data systems to find and recommend local hearing professionals Provide valuable front line feedback on patient concerns Be able to support hearing care professionals and staff on order entry, sales process, and payment process when necessary On an as needed basis, this role will handle and follow-up with patients who have responded to various types of advertising or are established and requesting additional support on a purchase made through Start Hearing with the goal of resolving the request in a timely manner.
Approach patients from a sales and support perspective by following script assigned to program/campaign Follow up before and after hearing test appointment and hearing aid fitting to ensure patient satisfaction as well as aftercare education Successfully utilize current CRM and B2B2C support tools as a primary business unit driver Maintain appropriate knowledge of current Start Hearing and competitor hearing aids to be able to answer comparative questions and lead technology discussions toward scheduling appointments with participating network providers Understand brand, sales, provider network & patient structure to direct complex inquiries to appropriate staff Other duties/responsibilities as assignedJOB REQUIREMENTSMinimum Education, Certification and Experience Requirements Education (i.
e.
4-year college degree, license, certification) High school diploma from an accredited institution; General education degree Experience (i.
e.
years of work experience related to the job) Experience in Phone Customer Support Service activities and sales related functionsKnowledge / Technical Requirements Solid computer experience with Windows programs; experience with CRM systems a plus.
Phone sales process and direct selling Good product knowledge preferred but not requiredCompetencies, Skills & Abilities Excellent customer service skills and great enthusiasm for helping customers Must be an energetic self-starter with the ability to work both independently and within a team Ability to multi-task, attention to details and time management are a must Strong verbal, written and interpersonal skills Strong phone and sales skills Previous experience in customer service/support environment Must be flexible, proactive and possess perseverance Should be able to operate well under tight pressure Able to address multiple projects simultaneouslyWORK CONTEXTWorking Conditions (i.
e.
standard office conditions, sitting, lifting, etc.
) Standard office conditionsEquipment Operation (i.
e.
standard office equipment, etc.
) Standard office equipment#LI-JD1 Recommended Skills Attention To Detail Communication Customer Service Data System Direct Selling Friendliness Estimated Salary: $20 to $28 per hour based on qualifications.
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