Starkey Canada

We are seeking a friendly, hard-working Customer Service Representative who will be responsible for engaging with customers to process sales orders and respond to customer requests in a fast-paced environment. This role is located at our headquarters, in Eden Prairie, MN, though flexible work or remote possibilities maybe be available for the right candidate. Our comprehensive training program provides the technical knowledge to consult with our customers to ensure product requests meet patient needs. This is an ideal position for a career minded Customer Service professional. We serve our customers with passion, purpose, and excellence! If this sounds like a good fit, please apply today! Starkey is a world leader in the manufacturing and distribution of advanced hearing technologies. We are in the business of connecting people and changing lives. Our teams come to work each day focused on ensuring people everywhere have the products and services they need to hear better and live better. Founded in 1967 by Bill Austin, Starkey is known for our cutting-edge hearing health innovations, industry-leading research and development, and not being afraid to push the edge of what’s possible. We are headquartered in Eden Prairie, Minnesota, have over 5,000 employees in 29 facilities across the globe, and do business in more than 100 markets worldwide. Watch this video to see more of what sets Starkey apart. https://youtu.be/9cUYwTlCepg?si=wkovx8_R_iINfrc6 Schedule will be 10:30am-7pm CST shift. JOB SUMMARY DESCRIPTION This position is responsible for consistently serving our customers through various platforms including calls, emails, and online services. They will be responsible for upholding the values and culture of the department through positivity and teamwork. As an active team member, they will act as a support system for internal and external customers. Expected to serve our customers with passion, purpose and excellence while adhering to company policies and procedures. JOB RESPONSIBILITIES - Perform consistently in measured core areas. - Meet average call, email and quality expectations. - Proactively make delight calls to customers. - Minimize missed or late answered calls. - Consistently maintain a positive attitude and be an active and supportive team member - Treat others with respect while speaking in positive words. - Be receptive to constructive feedback and deploy the Customer Service Golden Rule. - Customer Service Golden Rule: pass positives up, down, and around and pass negatives up. Share frustrations with someone that can make a difference or decision with the information. - Provide support to your team, department, and internal customers emulating the ‘team-first, self-second’ mentality. - Develop relationships to address customer needs by involving the right people at the right time. - Aim for “First Call Resolution” for our customers. - As a Customer Service Representative, engage in training, special projects, group email box support, and/or initiatives. - Serve the customer better than anyone else. - Accurately identify customer requirements, expectations, and needs. - Meet the needs of customers and utilize soft skills to maximize call satisfaction. - Exceed customer’s expectations on every call. Go the extra mile by following through on every promise. - Be accountable for complying with policies, procedures, and work requirements. - Adhere to the guidelines outlined in the Employee Guidelines document and Market Development Handbook. - Maintain a sense of urgency in monitoring the calls in queue. - Adhere to work and lunch schedules to demonstrate commitment to serving our customers and team. - Mastery of Systems - Microsoft Office Suite products and applications - Salesforce/Service Cloud - Additional internal programs and applications as required - Play an active role in developing professionally. - Proactively acquire new knowledge and skills through StarkeyHub or ProSite exploration, department shadowing, and independent research. - Efficiently utilize department approved knowledgebase resources and applications. - Attend and participate in department trainings. - As a Customer Service Representative, complete and pass product launch modules. - As a Customer Service Representative, complete knowledge refresher courses as needed. - Develop mastery in specified competencies. - Deliver Results -Take personal responsibility for delivering maximum results. - Focus on Customers - Focus on the customer by serving them better than anyone in the industry. - Communicate Clearly - Create clarity and understanding through clear communication - Foster Teamwork and Trust - Maintain a committed servant attitude to foster teamwork and trust. - Other duties/responsibilities as assigned JOB REQUIREMENTS Minimum Education, Certification and Experience Requirements - Education (i.e. 4-year college degree, license, certification) - College degree or four years of customer service experience - Experience (i.e. years of work experience related to the job) - Four years of customer service experience. Salary and Other Compensation: The target pay range for this position is between $20.19-$25.00 per hour. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate. This position is eligible for a bonus based upon performance results. There is no guarantee of payout. Benefits: The following benefits for this position, subject to applicable eligibility requirements, include medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, short-term disability insurance, long-term disability insurance, employee assistance program, hearing aid benefits, PTO, paid holidays annually, floater days annually, volunteer service day annually, paid paternity leave, and tuition reimbursement. #LI-KS2

At Starkey Retail, we are setting a new standard for excellence in hearing healthcare through our commitment to the Patient Journey philosophy. This philosophy is driven by the unique needs of our patients and our dedication to guiding them in choosing the best hearing solutions to enhance their lifestyle and overall well-being. This role is an employment opportunity with Northland Hearing Centers, Inc. (referred to as “Starkey Retail”), a wholly owned subsidiary of Starkey Laboratories, Inc. All Starkey Retail positions are covered under Northland Hearing Centers, Inc.’s benefit and compensation programs. The Regional Support Specialist plays a critical role in delivering a positive patient journey by serving as the insurance and billing expert for an assigned region. This position manages key aspects of the patient billing process, including private pay, insurance, and government program coordination, while ensuring accuracy, compliance, and timely claim resolution. Working closely with clinic teams and patients, the specialist helps interpret insurance benefits, supports coverage and upgrade discussions, and ensures all required documentation is complete and accurate. This role is essential to reducing billing errors, improving process consistency, and supporting a seamless experience for both patients and internal teams. JOB SUMMARY DESCRIPTION / PRIMARY PURPOSE OF JOB: The Regional Support Specialist is a dedicated insurance specialist assigned to a specific region, applying expertise to the variety of third-party contracts within that region. This role oversees all steps of the patient billing process (private pay, insurance, government programs, etc.). Work closely with clinics’ Patient Services Coordinators to gather patient insurance information, interpret verification of benefits, answer patients’ questions, and offer information on hearing aid insurance coverage and upgrade options. They will send completed paperwork to clinic offices for patient signature and authorization. Ensure consistency and accuracy of invoicing and payment, eliminating mistakes and reducing waste. JOB RESPONSIBILITIES/RESULTS: - Ensure positive Patient Journey experience is top priority for this position. - Obtain and handle patient insurance information in accordance with HIPPA guidelines. - Complete all patient paperwork such as purchase agreement, superbill, delivery confirmation, etc. - Work with vendor to correct problems for denied claims. - Ensure claims are paid accurately. - Address patient questions or concerns. - Ensure process excellence and expertise in billing and document coordination - Apply expertise in insurance billing to plans for specific region. - Ensure all documents are loaded. - Coordinate with vendor to bill claims using appropriate codes and modifiers. - Track to ensure all claims are billed. - Coordinate with vendor on verification of benefits. - Interpret verification of benefits using criteria such as: Is office/provider contracted and credentialed? What aids can the office fit? What are the upgrade opportunities? - Receive insurance sales information from offices to enter the system. - Communicate with clinics about hearing aid insurance coverage and upgrade options. - Send completed paperwork to office for patient signature at fitting. - Other duties/responsibilities as assigned JOB REQUIREMENTS: Minimum Education, Certification and Experience Requirements - Education (i.e., 4-year college degree, license, certification) - High school degree or equivalent work history. Nice to have: Associate degree in business administration, Accounting or Health Care Administration. - Experience (i.e., years of work experience related to the job) - Experience in office administration; hearing aid office experience preferred. Knowledge / Technical Requirements (List programs, technologies, knowledge required to perform essential job responsibilities) - Knowledge of insurance guidelines including HMO/PPO, Medicare, Medicaid, and other payer requirements and systems. - Familiarity with CPT and ICD-10 Coding preferred but not essential. - Knowledge of medical terminology likely to be encountered in medical claims. - Maintaining patient confidentiality as per the Health Insurance Portability and Accountability Act of 1996 (HIPAA). - At least 3 years of experience with billing/medical insurance processes. - Preferred: Knowledge of hearing aid insurance billing processes. Competencies, Skills & Abilities: - Competent use of computer systems and software. - Effective communication abilities for phone contacts with insurance payers to resolve issues. - Customer service skills for interacting with patients regarding medical claims and payments, including communicating with patients and family members of diverse ages and backgrounds. - Ability to work well in a team environment. Being able to triage priorities, delegate tasks if needed, and handle conflict in a reasonable fashion. - Problem-solving skills to research and resolve discrepancies, denials, appeals, collections. - A calm manner and patience working with either patients or insurers during this process. WORK CONTEXT: Working Conditions (i.e., standard office conditions, sitting, lifting, etc.) - Standard office conditions Equipment Operation (i.e., standard office equipment, etc.) - - Standard 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. This job posting is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee, which is always dependent on actual experience, education and other factors Salary and Other Compensation: The annual hourly rate for this position is between $16.00 - $22.00 per hour. Factors which may affect starting pay within this range may include: geography/market, skills, education, experience and other qualifications of the successful candidate. Benefits: The following benefits for this position, subject to applicable eligibility requirements, include medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, short-term disability insurance, long-term disability insurance, employee assistance program, hearing aid benefits, PTO, paid sick and safe time, and 6 paid holidays annually. #LI-EB1 #OmegaA1

Role Description Serve as the primary contact for patients, educating them on hearing aid benefits, scheduling appointments, and ensuring satisfaction throughout their care journey. This role requires strong communication, empathy, and sales skills to convert inquiries into appointments. You'll work closely with hearing care providers to refer qualified patients and support ongoing relationships. - Handle calls, emails, and chats. - Understand basic insurance coverage and eligibility processes. - Follow up with patients to ensure satisfaction with their hearing aid purchase and aftercare services. - Provide patient information and schedule appointments at participating hearing professional’s offices. - Build relationships with preferred hearing healthcare providers by referring qualified patients. - Respond promptly and thoroughly to patient inquiries via telephone, email, and live chat. - Act as the first point of contact for patient inquiries on how and where to obtain professional hearing services. - Follow up and drive a communication plan with patients who have responded to various types of advertising. - Follow up before and after hearing test appointments and hearing aid fittings to ensure patient satisfaction. - 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. - Support hearing care professionals and staff on order entry, sales process, and payment process when necessary. - Utilize current CRM and B2B2C support tools as a primary business unit driver. - Maintain knowledge of current Start Hearing and competitor hearing aids. - Understand brand, sales, provider network & patient structure to direct complex inquiries to appropriate staff. Qualifications - High school diploma from an accredited institution; General education degree. - Experience in customer service activities and sales related functions. - Solid computer experience with Windows programs; experience with CRM systems a plus. - Good product knowledge preferred but not required. Requirements - Excellent customer service skills. - Great enthusiasm for helping patients and providers. - Energetic “self-starter” with the ability to work both independently and within a team. - Demonstrate current knowledge of hearing aid and hearing loss information. - Strong verbal, written, and interpersonal skills with the ability to multi-task. - Attention to detail and time management are a must. - Previous experience in customer service/support environment. - Flexible, proactive, and possess perseverance. - Able to operate well under tight pressure. - Able to address multiple projects simultaneously. Benefits - Annual salary between $40,000-$45,000/year. - Eligible for a bonus based upon performance results (no guarantee of payout).