Customer Support Role in a Medical Setting
Cochlear's mission is to help people hear and be heard. As the global leader in implantable hearing solutions, Cochlear is dedicated to helping people with moderate to profound hearing loss experience a world full of sound.
The Opportunity
The Cochlear Care Centre delivers clinical assessment of candidates for suitability for implantable solutions, and support following surgery. This is a unique opportunity for a customer-focused individual to join our thriving clinic in East Melbourne.
The customer service representative is responsible for coordinating office operations and procedures to ensure clinic effectiveness and efficiency. This role will often be patients' first point of contact with the clinic and play an integral part in forming positive relationships in the community.
Responsibilities
* Manage phone and email inquiries to the clinic in a professional manner.
* Manage the scheduling system, including booking and confirming appointments.
* Provide initial information and develop and maintain client records from customer inquiries.
* Provide excellent customer service to clients when they present at the clinic.
* Understand the processes for the National Disability Insurance Scheme (NDIS), Department of Veterans' Affairs (DVA) and process payments accordingly.
* Understand the Medicare billing process and action accordingly.
* Maintain stock of spare parts at the Cochlear Care Centre for both Hearing Australia clients and private patients as per the 'Kanban' system.
* Provide device troubleshooting assistance to clients in person, over the phone and/or via email.
* Provide spare parts where possible to keep patients 'on the air' or advise of available support options from Hearing Australia or Cochlear.
* Liaise with the Audiologists regarding issues that require their expertise; refer client to appropriate Audiologist for any billable testing associated with troubleshooting.
* Support and facilitate programs run by the clinic to enhance recipient awareness and use of technology solutions as required.
* Ensure device and technology knowledge is up to date and provide best customer service; complete and attend training, as required.
Requirements
* A minimum of 2 years' experience in a reception/office administration role or equivalent.
* Strong computer skills, including ability to operate computerized accounting, spreadsheets, and word processing.
* Strong decision making and problem-solving skills.
* Effective listening, verbal and written communication skills.
* Excellent interpersonal skills.
* Ability to work flexibly.
* Must be able to work independently as well as a part of a team.
* High attention to detail and detail oriented.
* Ability to occasionally travel to Melbourne and/or Berwick CCCs for training, team building or leave cover purposes, as required.
Benefits
At Cochlear, we value and welcome the unique contributions, perspectives, experiences, and backgrounds of our employees and aim to build a culture that celebrates and leverages these differences, creating a sense of belonging and enabling our people to realise their full potential.
We offer various internal programs and employee benefits designed to create an environment where our people will feel valued and supported.
Please apply for this exciting opportunity below.