Demant

Client Relations Specialist

Department Network - YHN
Job Locations US-NJ-Somerset
Job ID
2021-10623

Overview

Your Hearing Network is an experienced hearing benefit administrator that partners with health plans, unions, employer groups and affinity programs to provide quality hearing care. We manage the delivery of hearing products and services with an emphasis on easy access, superior customer service, and state-of-the-art hearing technology. Our mission is to provide services to promote healthy hearing, which will lead to better overall health and wellness.

 

We are seeking enthusiastic and highly motivated problem solvers who are passionate about creating an innovative customer experience and building strong relationships with our customers. 

 

The YHN Client Relations Specialist will provide quality service to Your Hearing Network customers by serving as the primary contact for information and resolving any emerging problems.  This position plays a crucial role in the overall customer experience. 

Responsibilities

  • Handle high-volume inbound calls and placing high-volume outbound calls
  • Resolve customer inquiries by clarifying the customer’s concern; determining the cause of the problem; selecting and explaining the best solution to resolve the problem; expediting correction or adjustment; following up to ensure resolution
  • Work collaboratively with teammates to solve customer issues as quickly and efficiently as possible
  • Supporting in-network providers with troubleshooting and navigation of the customer portal for plan details and applicable forms
  • Assisting and supporting Operations Team (Billing, Credentialing)
  • Facilitate onboarding for new providers
  • Complete, process and maintain all applicable paperwork and system records for patient cases/network and services contracting
  • Management of referrals and patient cases by assigned account
  • Serve as the liaison between providers and partner networks
  • Responsible for battery and bulk supply order fulfillment
  • Meet individual metrics for patient case volume (creation to completion), inbound call handling (Abandonment rate, Avg speed to answer, etc.) customer satisfaction, availability
  • May perform miscellaneous tasks/projects as directed by Supervisor

Qualifications

  • High School Degree or GED required; Associates or bachelor’s degree preferred
  • Minimum 3-5 years-experience in customer service or account management
  • Must have a strong customer-focused attitude and manage all customer relationships with a high degree of commitment.
  • Strong telephone presentation and written communication skills.
  • Commitment to high ethical and professional standards of conduct.
  • Ability to self-motivate
  • Detail oriented with superb organizational skills
  • Knowledge of Microsoft Office products

Your Hearing Network is part of the Demant Group. Demant is a world-leading hearing healthcare group that  for more than a century has played a vital part in developing  innovative technologies and know-how to help improve  people’s hearing and health. In every aspect, from hearing  devices, hearing implants and diagnostic equipment to  intelligent audio solutions and hearing care all over the world, Demant is active and engaged.

 

The Demant Group operates in a global market with companies  in more than 30 countries, employs more than 14,500 staff  and generates annual revenue of DKK 14 billion (approx. 2.1 billion USD). Our products  are sold in more than 130 countries.

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