Business Process Support Specialist

HearingLife is a national hearing care company and part of the Demant Group, a global leader in hearing healthcare built on a heritage of care, health and innovation since 1904. HearingLife operates more than 650 hearing care centers across 42 states. We

follow a scientific, results-oriented approach to hearing healthcare that is provided by highly skilled and caring professionals. Our vision is to help more people hear better through life-changing hearing health delivered by the best personalized care. This Team

Member must role-model and uphold the HearingLife Core Values:

• We create trust.
• We are team players.
• We apply a can-do attitude.
• We create innovative solutions.

• Provide daily technical support for proprietary systems via ServiceNow calls and tickets, consistently meeting department metrics
• Ensure timely resolution by following up with users and departments
• Manage daily operations under direction of the Senior Manager of Operations and Business Process
• Support acquisition activities, including conversion training and hypercare
• Collaborate with Learning & Development to create and maintain training materials
• Manage our various clinic vendors
• Assist with system release communications, testing, and documentation updates
• Participate in daily team huddles to share updates, issues, and training needs
• Partner with Support Center teams on process improvement initiatives
• Address RCM/Finance issues (e.g., write-offs, accounting discrepancies, unbilled claims, inventory) to support clinic revenue goals
• Deliver business support and training with a "Whatever It Takes" mindset to ensure best-in-class service
• Travel up to 50% as needed
• Work hours aligned with time zones across the U.S.
• Perform other duties as assigned.

• Associates Degree or a minimum of two years' experience in a corporate or business setting preferable in a training or technical support role

• Must have 2 years clinical management systems experience

• Previous customer care/service or training and relevant hearing product, healthcare, managed care program, and medical billing/insurance process understanding needed ability to ask core probing questions to troubleshoot, research, utilize all available resources, apply sound judgment, interpret policy and shift priorities as needed
• Strong customer service skills
• Ability to work well independently and with a team to successfully achieve a common mission and goal
• Ability to think/learn fast and multi-task
• Ability to present complex information to a variety of audiences
• Exhibits flexibility and adaptability that matches the pace of our continuously progressing business
• Ability to consider the customer's needs and desired outcome while providing the best possible resolution to an issue
• Willingness to learn and set personal goals to increase one's skills

Target Salary: 45-55k

Work Schedule: Monday - Friday 11:30pm - 8:00pm EST

We are an Equal Opportunity / Affirmative Action employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, sex, national origin, disability, or protected veteran status.

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