Hearing Aid Technician and Client Service Administrator - Victoria, Downtown.

About HearingLife Canada

HearingLife Canada, and National Affiliated Partners, is the largest provider of hearing healthcare service in Canada. Working in unison with the National Campaign for Better Hearing's awareness campaign (campaignforbetterhearing.org), our core philosophy is to provide life-changing hearing care while increasing awareness of the effects of hearing loss and the benefits of hearing devices.

Across Canada, HearingLife consists of over 350 hearing healthcare clinics proudly united behind one simple vision, “To help more people hear better.”

Reporting to the Regional Manager, the Hearing Aid Technician (HAT) is responsible for  performing specialized tasks in client management, working under the direct supervision and direction of a licensed Audiologist or Hearing Aid Practitioner/Hearing Instrument Specialist/Hearing Instrument Practitioner (HCP). This primarily includes working with hearing aids and other assistive listening devices (ALDs). HATs will promote and build relationships with individuals, citizen groups and other organizations at a clinic and community level, including clean and check clinics and screenings at Community Events at Retirement Residences and Senior Centers. 

Client Service Administrator:

Are you a customer service expert that enjoys making connections, solving problems, and helping more people hear better? Are you searching to be part of a team that has a “people-first” attitude which focuses on client centered care? If you are passionate about utilizing your skills to change client’s lives – then we would love to hear from you!

**Please note, in this role you will be performing 2 days as a Hearing Aid Technician and 3 days as a Client Service Administrator** 

How You’ll Make An Impact:

SUCCESS CRITERIA

• Enhance growth in clinic’s revenue including sales of hearing aids, ALDs, and other products/services by enabling HCP to focus on revenue generating activities.
• Reduce the number of follow up appointments with clients by advising and counseling them on proper care of their h/aid at time of fitting.
• Supporting clinic front end and administrative operations as needed.
• Training will be provided for this role

HEARING AID RELATED ACTIVITIES:

• Clean/check of hearing aids and minor in-house repairs of hearing aids such as receiver changes, BTE tubing changes, etc. (NOTE: hearing aids outside of warranty that need receiver changes require the HCP to verify the hearing aid is functioning properly after the receiver change).
• Community Outreach: HATs will promote and build relationships with individuals, citizen groups and other organizations at a clinic and community level, including clean and check clinics and screenings at Community Events at Retirement Residences and Senior Centers. 
• Conduct hearing aid orientation sessions, educating clients on basic usage, care, volume adjustment, and connectivity with apps and accessories (insertion, removal, adjusting volume, connecting to apps and accessories, etc.).
• Explain Terms of Sale, covering return policies, manufacturer repair warranties, and loss/damage warranties, etc.to client
• Verify hearing aid settings in Noah after manufacturer repairs under the supervision of a licensed professional.
• Perform electroacoustic analysis of hearing aids as required, under the supervision of a licensed professional.
• Prepare hearing aids for fitting, including attaching receivers, charging rechargeable models, and pairing with wireless accessories (e.g., TV adapter, connect clip).
• Demonstrate and sell ALDs, batteries, and other specialized products.
• Conduct retests and hearing screenings not related to hearing aid sales under the supervision of a licensed professional.
• Follows good safety and infection control protocols

CLIENT SERVICE ADMINISTRATOR ACTIVITIES:

• Customer Service: Serve as the first point of contact for clients, delivering top-notch customer care. You’ll greet clients, manage inbound phone calls and emails and answer customer inquiries with professionalism and warmth.
• Appointment Scheduling: Ensure smooth clinic operations by managing and adjusting clinician schedules, booking appointments, and coordinating follow-ups.
• Clinic Maintenance: Keep our clinic looking its best! You'll organize and tidy the client waiting areas and ensure supplies are stocked and ready.
• Administrative Support: Assist clinicians by maintaining client files, managing stock orders, and ensuring clinic operations run smoothly. You’ll handle basic hearing aid maintenance, help with events, and support local promotions.
• Accounting & Insurance: Take ownership of processing payments, tracking insurance claims, accounts receivable management and maintaining inventory. Your attention to detail will ensure smooth financial operations.

What You Bring:

• At least 2 years of customer service experience
• Strong organizational skills and ability to manage multiple priorities
• Excellent communication and interpersonal skills for effective interaction with clients and colleagues
• Ability to work collaboratively within a team environment, contributing to clinic success.
• The supervising HCP is ultimately responsible for the client. Supervisors must ensure that the HAT to whom they are delegating and assigning tasks are fully trained and competent to do those tasks

What We Offer:

• Competitive compensation package
• Generous paid time off including 10 days vacation and 10 wellness days
• Healthcare and Dental for yourself and dependents
• Access to ongoing training and development
• Corporate discounts through perkopolis and discounted rates to GoodLife Fitness

Accommodations:

HearingLife Canada is committed to a diverse and inclusive workplace. HearingLife Canada is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation please clearly indicate in your application any accommodations you will require throughout the recruitment process.  

 While we appreciate the interest of all applicants, only those selected for an interview will be contacted. 

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