Job type full-time
Full job description
Approach and deployment (what to do & how to do it)
Ensure positive patient journey experience is top priority for this position.
Provides personalized service in attempting to exceed customer expectations.
Utilizes management as a problem-solving resource.
Appropriately modifies approach or behavior when dealing with an individual with different backgrounds, values, or predispositions.
Demonstrates awareness of customer’s goals
Considers the impact of decision and actions
Maintains a positive disposition
Embraces unavoidable change rather than resisting.
Respond efficiently and meet timelines for communication requests from management.
Provide well thought out feedback for team training needs and account training needsInclude the “what and the how” about content development and delivery of the information.
Results – performance measures (how to measure success)
Positive patient journey
Positive feedback from field offices
Other duties (non measurable)
Support northland employee corporate and/or department guidelines.
Check and verify quality.
React to change productively and handle other essential duties as assigned.
[knowledge, skills and abilities for performance of essential duties]
Minimum education, certification and experience requirements:
High school degree preferred or equivalent work history
Technical support experience preferred
Experience multi-tasking during live customer interactions
Familiarity with hearing aids/firmware/software systems preferred
Excellent knowledge of microsoft office products and other computer software programs preferred
Skills & abilities
Talent for learning new concepts and new computer programs
Excellent problem solving and analytical abilities
Effective communication, influencing and interpersonal skills
Well-developed computer skills including experience with ms office
Ability to organize and multitask between patients, phone and computer
Ability to handle confidential data in a professional manner
Able to manage changing priorities and deadlines
Comfortable with new projects and assignments as needed
Ability to train others
Spanish speaking a plus but not required
Exercise of authority or supervision over others:
This position has direct communication with patients, manufacturers and other vendors.
This position communicates regularly with the admin, retail and sales staff
Typical office conditions; ability to work remotely
Typical office equipment
The above declarations are not intended to be an all-inclusive list of the duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the jobRather, they are intended only to describe the general nature of the job.