Supervisor, Client Excellence

WS Audiology

  • California, MD
  • $70,000-75,000 per year
  • Permanent
  • Full-time
  • 30 days ago
ABOUT US:WSAudiology is a global leader in the hearing aid industry. Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world.Part of WSAudiology group, HearUSA is on a mission to reframe the world of hearing care and set the highest standard in modern hearing health. With an extensive network of 4,000 independent Hearing Care Professionals and more than 350 centers in U.S., we strive every day to provide each individual with the care, knowledge and experience they deserve.ESSENTIAL DUTIES AND RESPONSIBILITIES:
  • Direct Supervision of Hearing Assistant Coordinator Team Leads a team to achieve Hearing Evaluation Appointments Created targets through daily and weekly monitoring and coaching.
  • Actively participates in developing and outlining process improvements as directed. Completes requested weekly and monthly team performance reports , utilizes data to create action plans to maintain or improve performance as indicated
  • Performs remote and in person staff observations as defined by Dept. leadership. Completes regular 1:1 performance review /coaching sessions.
  • Responsible for acheiving Team Completed Appointment targets, conversion targets and team adherence to processes and business rules.
  • Maintains all required coaching, counseling , attendance and performance related documentation.
  • Maintains knowledge of HearUSA marketing promotions a as they relate to Kaiser Ins. members , an understanding of Member Insurances , and in depth knowledge of HearUSA systems and business rules.
  • Identifies areas for improvement and proposes solutions. Organizes, tracks and completes assigned projects in a consistent and timely manner.
  • Meets with Dept Manager to review team performance and action plans. Collaborates with Dept leadership on Dept. Initiatives.
  • Maintains client and employee confidentiality, exhibits HearUSA values and maintains professional demeanor with employees, clients and colleagues at all times .
  • Any and all other tasks as assigned by HearUSA leadership
REQUIREMENTS:
  • Experience in a position requiring responsiveness to team member daily needs.
  • Demonstrated skills in planning, analytical and critical thinking, problem solving, and proactive decision making.
  • Ability to learn new systems/applications and train others.
  • Able to work independently on assigned tasks and complete projects in a timely manner.
  • Willingness to provide feedback and coaching in a positive manner.
  • Experience working across departments/teams to achieve common goals.
  • Proven mastery of excellence in customer service .
  • 2-4 years experience
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
Salary $70,000 - $75,000The 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.

WS Audiology