Interim Member Services III - TruHearing

About TruHearing

TruHearing is a rewarding, fun and friendly, mission-based organization that makes a real difference towards improving people’s lives. It’s not just HR saying this: employees have spoken and have voted TruHearing as one of Utah’s Top Workplaces 7 years in a row! An employee recently shared: “I love the people I work with. From the CEO down, the company is transparent, caring, and striving for the best. There is great energy here and everyone genuinely cares about the employees and customers.”

TruHearing is the market leader and a force for positive change in the hearing healthcare industry. We reconnect people to the richness of life through industry-leading hearing healthcare solutions. We work with insurance companies, hearing aid manufactures, and healthcare providers to reduce prices and expand access to better hearing care and whole-body health.

Our employees enjoy a positive working environment in a company that has experienced rapid growth. We offer a comprehensive benefits package, educational assistance, and opportunities for advancement.

About the Opportunity:

This role exists to support TruHearing’s customers in navigating their health care benefits and, as applicable, acquire new heading aids. This position takes and follows up on customer calls and ensures that all customers are educated on and can navigate TruHearing’s programs and products, which may include setting up an appointment for a hearing exam and guiding customers through the purchase experience.

What will you be doing?

• Take inbound customer service calls and provide specific health plan/partner details relating to the individual’s benefits, programs, and products available and facilitate scheduling appointments with providers.
• Help members with finance assistance through our financing partners.
• Work with Providers processing clinic referrals.
• Assist customers with hearing aid supply orders.
• Take and make Inbound/Outbound calls regarding appointments and/or customer inquiries.
• Attend weekly one on one coaching sessions to align with company initiatives, training opportunities and performance objectives.
• Complete weekly, monthly, quarterly, and annual trainings on compliance, department procedures and continued Insurance/Partner knowledge.
• Follow up on interdepartmental issues, emails, and voicemails.
• Support any new insurance plans that requires a small team.
• Complete outbound calls to department voicemails that are left throughout the day or after hours.
• Follow up on interdepartmental issues, emails, and voicemails.
• Cross train with Hearing Consultant/Provider Support Teams.
• Conduct weekly mentoring through one-on-ones with Member Services Reps to partner with coaches on performance improvement and goals.
• Work with new hires including role plays, taking live calls, and presentation help in New Hire Training.
• Walk the floor as backup to coaches when Coaches are in team meetings.
• Sit in on interviews and meetings to align with coaches and leaders on objectives and initiatives.
• Utilized to service Member Services, Hearing Consultant and/or Provider Support inbound calls.

What skills do you need to bring?

In addition to exhibiting the TruHearing Values of Delight, Align, Enjoy, Improve and Be Tru, this role requires the following competencies:

• Customer Focus – Develops customer relationships over time, provides services and offerings in the right moment.
• Initiative – Acts proactively and independently in common situations, asks appropriate questions, offers appropriate suggestions.
• Productivity – Consistently meets productivity standards of the organization with limited assistance.
• Coaching – Demonstrates introductory coaching skills, refers people to established tools.
• Quality – Meets quality standards of the organization with appropriate support.
• Accountability – Is on-time, on-task under appropriate supervision
• Influence & Persuasion – Leverages credibility, logic, and emotion to influence or persuade.
• Planning & Organizing – Plans and organizes own activities within a defined schedule or timeframe.
• Using Technology – Uses basic IT tools or software.

What education or experience is required?

Required:

• High School Diploma or equivalent.
• Demonstrated understanding of healthcare plans and benefits.
• Six (6) months of experience in a customer service role with TruHearing.
• One (1) year of experience within the healthcare industry.

Preferred:

• One (1) year of experience in a customer service role with TruHearing

What benefits are offered?

TruHearing offers a generous compensation and benefits package including health coverage, a fully vested 401k match, education assistance, fully paid long and short-term disability, paid time off and paid holidays. We are conveniently located across the street from the Draper FrontRunner station and subsidizes the cost of a UTA pass with access to FrontRunner, TRAX and regular bus service – employee cost is less than $2 per day. You’ll work in an exciting and fun environment and have the opportunity to grow with us.

Equal Opportunity

TruHearing is an Equal Opportunity Employer who encourages diversity in the workplace. All qualified applicants will receive consideration for employment without regards to race, color, national origin, religion, sex, age, disability, citizenship, marital status, sexual orientation, gender identity, military or protected veteran status, or any other characteristic protected by applicable law.