Approach and Deployment (What to Do & How to Do It)

1. 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 needs. Include 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.

Job Requirements

[Knowledge, skills and abilities for performance of essential duties]

Minimum education, certification and experience requirements:

Education:

High school degree preferred or equivalent work history

Experience:

Technical support experience preferred

Experience multi-tasking during live customer interactions

Knowledge

• 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

Responsibilities

Exercise of authority or supervision over others:

NA

Budgetary Responsibilities:

NA

Confidential Information:

Patient information

Required Communication:

External:

This position has direct communication with patients, manufacturers and other vendors.

Internal:

This position communicates regularly with the admin, retail and sales staff

Work Context

Working Conditions:

Typical office conditions; ability to work remotely

Equipment Operation:

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 job. Rather, they are intended only to describe the general nature of the job.

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