Manager, Hearing Care Assistant

HearUSA; San Francisco (CA); On-site; USD 102,000 - 138,000; Full time

Benefits offered by this job

401k Matching

Paid Holidays & PTO

Tuition Reimbursement

Hearing Aid Discount

Job summary

HearUSA is seeking a Hearing Care Manager in San Francisco to supervise the Hearing Care Assistant team, drive appointment targets, and ensure adherence to processes. You will lead meetings, coach staff, and implement improvements across locations.

Ideal candidates bring strong customer service, analytical thinking, and a proven track record of cross-team collaboration. The role offers growth opportunities within a large global hearing health organization.

Qualifications

• Experience in a role requiring responsiveness to team member daily needs.
• Strong planning, analytical and critical thinking, problem solving, and proactive decision making.
• Ability to learn new systems/applications and train others.
• Able to work independently on assigned tasks and complete projects in a timely manner.
• Willingness to provide feedback and coaching in a positive manner.
• Experience working across departments/teams to achieve common goals.
• Proven mastery of excellence in customer service.
• 2-4 years of relevant experience.

Responsibilities

• Direct supervision of Hearing Care Assistant team to achieve appointment targets through daily/weekly monitoring and coaching.
• Provide coverage and support across locations for Hearing Care Assistant tasks as needed.
• Achieve team completed appointment targets and adherence to processes and business rules.
• Lead regular meetings with the Hearing Care Assistant team and participate in client excellence and related meetings.
• Develop and outline process improvements; complete weekly/monthly team performance reports and use data to drive action plans.
• Maintain knowledge of HearUSA promotions, member insurances, and systems/business rules.
• Collaborate with department leadership on initiatives; organize, track and complete assigned projects.
• Perform remote and in-person staff observations; conduct regular 1:1 coaching sessions and maintain documentation.
• Maintain confidentiality and professional demeanor with employees, clients and colleagues.
• Perform other tasks as assigned by HearUSA leadership.

Skills

Team Leadership

Analytical Thinking

Problem Solving

Training Others

Customer Service

Job description

WSA is a global leader in the hearing aid industry. Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world. Part of WSA, HearUSA is on a mission to reframe the world of hearing care and set the highest standard in modern hearing health. With an extensive network of 4,000 independent Hearing Care Professionals and more than 350 centers in U.S., we strive every day to provide each individual with the care, knowledge and experience they deserve.

Essential Duties And Responsibilities

• Direct Supervision of Hearing Care Assistant Team. Leads the team to achieve Hearing Evaluation Appointments Created targets through daily and weekly monitoring and coaching.
• Handles Hearing Care Assistant tasks at assigned and as needed to provide coverage and/or support for other locations.
• Responsible for achieving Team Completed Appointment targets, conversion targets and ensuring Hearing Care Assistants' adherence to required processes and business rules.
• Leads regular meetings with Hearing Care Assistant team to provide updates, support and training. Attends and participates in Client Excellence, Marketing and related meetings as needed.
• Actively participates in developing and outlining process improvements as directed. Completes requested weekly and monthly team performance reports, utilizes data to create action plans to maintain or improve performance as indicated
• Maintains knowledge of HearUSA marketing promotions a as they relate to and understanding of Member Insurances , and in depth knowledge of systems and business rules.
• Collaborates with Dept leadership on Dept. Initiatives. Identifies areas for improvement and proposes solutions. Organizes, tracks and completes assigned projects in a consistent and timely manner.
• Performs remote and in person staff observations as defined by Dept. leadership. Completes regular 1:1 performance review /coaching sessions, Maintains all required coaching, counseling, attendance and performance related documentation.
• Maintains client and employee confidentiality, exhibits HearUSA values and maintains professional demeanor with employees, clients and colleagues at all times.
• Any and all other tasks as assigned by HearUSA leadership.

Requirements

• Experience in a position requiring responsiveness to team member daily needs.
• Demonstrated skills in planning, analytical and critical thinking, problem solving, and proactive decision making.
• Ability to learn new systems/applications and train others.
• Able to work independently on assigned tasks and complete projects in a timely manner.
• Willingness to provide feedback and coaching in a positive manner.
• Experience working across departments/teams to achieve common goals.
• Proven mastery of excellence in customer service .
• 2-4 Years of relevant Experience.

Lifestyle & Benefits

• Comprehensive Benefits Package
• Paid Holidays & PTO Policy
• 401k Matching Program
• Tuition Reimbursement
• Employee, Family & Friends Hearing Aid Discount Program
• Service Days & Diversity, Equity & Inclusion Initiatives

Salary: $120,000

The Company provides equal opportunity to all employees and prospective employees without regard to race, color, creed, religion, national origin, ancestry, sex, age, physical or mental disability, marital status, pregnancy, genetic information, sexual orientation, gender identity, protected veteran or military status, or any other consideration not related to the person’s ability to do the job or otherwise made unlawful by federal, state, or local law.