Senior Recipient Support Specialist

Sonova Group; Santa Clarita (CA); Remote; USD 82,000 - 127,000; Full time

Job summary

Sonova Group is seeking a Recipient Support Specialist to provide exceptional care and support for Cochlear Implant recipients. This role involves training, troubleshooting, and ensuring patient satisfaction, contributing to the mission of enhancing lives through innovative hearing solutions. Successful candidates will have a strong background in CI sales or business, alongside excellent communication and organizational skills, with responsibilities including proactive support and documentation of interactions.

Benefits

Medical, dental and vision coverage

401k plan with company match

Company paid life/ad&d insurance

PTO and paid holidays

Employee Assistance Program

Qualifications

• Minimum 5 years in CI sales/business and 3+ years of direct CI experience.
• Master's or Doctoral Degree is a plus.
• Strong organizational and communication skills are crucial.

Responsibilities

• Support proactive and reactive communication with AB recipients.
• Ensure recipients' success with products and services.
• Document interactions and report back to the audiologist.

Skills

Organizational skills

Verbal communication

Written communication

Presentation skills

Education

Bachelor’s Degree or Higher

Job description

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You enjoy creating and innovating. You never stop striving for better. You take responsibility and you get results. You love being part of a team. Above all, you want your work to matter: Welcome to our world! At Sonova we create sense by bringing sound to life. Our innovative hearing care solutions help millions of people enjoy life’s unforgettable moments.

We offer exceptional career opportunities through market-leading brands from consumer to medical, products and services that keep pushing hearing care forward, and a culture where you can quickly belong and perform at your best.

If you want the freedom to explore, opportunities to grow, and make positive change on people lives through your work, this is the place for you.

Join Sonova. Create sense.

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Who we are

In a life without sound, our work provides meaning. As a leading provider of innovative hearing care solutions, we are not just a company that makes products: we are a team on a mission to help people enjoy the delight of hearing. To enable a life without limitations, through our core business brands – Advanced Bionics, Audiological Care, Phonak, Sennheiser (under license) and Unitron – we develop, manufacture and distribute solutions that push the limits of technology and redefine the future of our industry.

Remote

Responsible for providing excellent care and support to AB recipients. Recipient Support Specialists work closely with AB Customer Service, AB field staff, and recipients to provide acute product training, troubleshooting and resolution to product complaints. This team proactively reaches out to newly implanted recipients for product and consumer portal orientation, including rehab portal. A senior recipient support specialist is a subject matter expert in CI support and troubleshooting AB cochlear implants..

Responsibilities:

• Support the Recipient Support Queue which involves both proactive and reactive communication with AB recipients, assisting with troubleshooting, device orientation, access to website/portals/apps. This may be carried out via Teams, Zoom, text, calls, webchat or email.
• Proactively support AB CI recipients and complete transition from the CICS/Outreach once surgery is completed.
• Ensure recipients’ success, specifically focused on product orientation, connectivity w/ Bluetooth enabled accessories, ongoing product and accessory use and maintenance, rehab resources, and use of the consumer portal.
• Probe for satisfaction with current equipment to determine recipient’s need for other equipment, upgrades, second side surgery and/or need to extend service contracts
• Document recipient interactions and report back to audiologist.
• Increase recipient satisfaction by communicating through their preferred mode of communication. either email, text, call, videochat.
• Provide help with access to and orientation of the Consumer Portal, myABOnline.com.
• Ensure every interaction with a recipient is productive, pleasant and leads to them becoming a loyal advocate of Advanced Bionics.
• Adhere to defined KPIs for the team regarding recipient satisfaction, hold times, time to complete actions.
• Subject Matter Expert on the recipient support team.
• Train and coach entry level position holders.
• Responsibility for tier bowler meetings to report on KPI metrics.
• First line for escalation of recipient complaints or questions from entry level team members.

Travelling Requirement:Up to 25%

More about you:

Education

• Bachelor’s Degree or Higher

Nice to Have

• Masters or Doctoral Degree

Work Experience

• Minimum 5 years in CI sales/business and 3+ years of direct CI experience

Nice to Have

• 5+ years in CI sales/business and 5+ years of direct CI experience
• Strong organizational and prioritization skills
• Excellent written and verbal communication skills and presentation skills

Nice to Have

• Previous lead position or mentorship position

Nice to Have

• Knowledge of legacy devices and troubleshooting

Nice to Have

• Spanish or French/ Fluent

Further Requirements

• Technical experience with cochlear implants
• Exhibits a high degree of flexibility in adapting to rapidly changing environment

Nice to Have

• Sales experience with cochlear implants

Additional Remarks:Attain and utilize competitor comparison knowledge

A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova

Don't meet all the criteria? If you’re willing to go allin and learn we'd love to hear from you!

What we offer:

• Medical, dental and vision coverage*
• Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts
• TeleHealth options
• 401k plan with company match*
• Company paid life/ad&d insurance
  • Additional supplemental life/ad&d coverage available
• Company paid Short/Long-Term Disability coverage (STD/LTD)
  • STD LTD Buy-ups available
• Accident/Hospital Indemnity coverage
• Legal/ID Theft Assistance
• PTO (or sick and vacation time), floating Diversity Day, & paid holidays*
• Paid parental bonding leave
• Employee Assistance Program (24/7 mental health support hotline, 5 company paid counseling sessions and more)
• Robust Internal Career Growth opportunities
• Hearing aid discount for employees and family
• Internal social recognition platform
• D&I focused: D&I council and employee resource groups

This role's pay range is between $82,400/yr - $126,600/yr (based on location). This role is also eligible for bonus.

How we work:

At Sonova, we prioritize the well-being of our employees and foster an inclusive environment that promotes engagement and collaboration. Our team-customized hybrid work model empowers teams to balance individual needs with business goals, offering flexibility and individualized time management. We recognize the importance of life outside of work and strive to create a supportive and motivating workplace where innovation thrives.

Sonova is an equal opportunity employer

We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guaranteeevery person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.