Clinical Support Assistant

HearUSA; Peterborough; On-site; CAD 30,000 - 60,000; Full time

Job summary

A leading clinic in the hearing aid sector is seeking a Clinical Support Assistant to provide product knowledge and support clients in various locations. The ideal candidate should have a passion for client care, experience in a similar role, and excellent communication skills. This permanent full-time position offers a competitive wage and benefits from day one, including RRSP matching and generous time off policies.

Benefits

Competitive hourly wage ($27.00 - $29.50) plus bonus

Benefits from day one

RRSP matching

Generous time off policies

Annual education and development allowances

Qualifications

• At least 1 year of experience in a hearing clinic or similar role with a focus on hearing aid care.
• Over 3 years of customer service experience with a passion for client care.
• Comfort working with hearing aids and performing maintenance.

Responsibilities

• Assist in troubleshooting client product issues.
• Provide support in Audiology screenings and product maintenance.
• Recognize and capitalize on sales opportunities through various channels.

Skills

Customer service

Technical interest

Communication skills

Proficiency with MS Office Suite

Education

Secondary school or equivalent

Post-secondary education in related fields

Tools

Hearing tools and software

Job description

Reporting to the Divisional Sales Director, the Clinical Support Assistant (CSA) will act as a key point of contact for clients in our clinics, providing product knowledge, troubleshooting, and maintenance support. This is a permanent full-time role based at our Lindsay, ON, and Bridgenorth Peterborough, ON HearCANADA clinics. Some local travel will be expected, and access to a vehicle and a valid driver's license are required.

What you'll do :

• Assist in troubleshooting client product issues.
• Provide support in Audiology screenings and support clients in Shoebox Hearing Screenings.
• Demonstrate product features and benefits to clients.
• Assist customers with basic product maintenance and care, including cleaning and checks on hearing aids.
• Discuss communicative strategies with customers.
• Manage documentation related to customer purchases and insurance claims, including assisting with third-party claims and follow-up.
• Recognize and capitalize on sales opportunities through various channels (walk-ins, referrals, calls).
• Conduct follow-up calls for new fittings, recalls, and outbound inquiries.
• Schedule and manage client appointments.
• Follow up on missed or outstanding appointments.
• Maintain knowledge of hearing aid technology and perform cleaning and minor repairs as needed.
• Be familiar with assistive listening devices and demonstrate their use to clients.
• Participate in community events and organizations to promote HearCANADA.
• Act as a liaison with healthcare providers and referral sources.
• Engage in partnerships with healthcare settings including retirement homes.
• Perform other duties as assigned to support business needs.

What we're looking for :

• Completion of secondary school or equivalent; post-secondary education in related fields is an asset.
• At least 1 year of experience in a hearing clinic or similar role with a focus on hearing aid care.
• Over 3 years of customer service experience with a passion for client care.
• Experience in fast-paced environments with multiple priorities.
• Proficiency with MS Office Suite.
• Familiarity with hearing tools and software is preferred.
• Access to a vehicle and a valid driver’s license.
• Willingness to travel locally for events and community engagement.
• Comfort working with hearing aids and performing maintenance, PPE compliance.
• Empathy and ability to connect with diverse clients.
• Technical interest and willingness to learn new tools and devices.
• Enthusiasm for engaging and training clients on hearing devices.

What we offer :

• Competitive hourly wage ($27.00 - $29.50) plus bonus.
• Benefits from day one.
• RRSP matching.
• Generous time off policies.
• Annual education and development allowances.
• Support for travel and work-related expenses.

HearCANADA is committed to fair employment practices and encourages applications from candidates with disabilities. Accommodations are available upon request during all stages of the hiring process.