Hearing Instrument Practitioner

The Hearing Care Professional role is to provide hearing aids and consistent quality service to our customers in a timely, efficient and effective manner.

Customer Service

• Provides professional standard of customer service to all clients.
• Review to document related complaint.
• Ensure individual adherence to Standard Operating Procedures.
• Schedule appointments within calendar management process as outlined.

Consulting:

Follow the dispensing and Retail Audiology process as outlined in the RSOP (Required Standards of Practice) Manual, which includes:

• Follows Connect Hearing Sales Process – Cycle of Sales
• Perform otoscopic examinations and be able to identify pathologies that require medical referral.
• Conduct full range of audiometric tests i.e. pure tone audiometry, speech audiometry, tympanometry.
• Conduct non-auditory needs assessment
• Identify medical “Red Flags” and refer as appropriate
• Select and order appropriate hearing aids based on audiometric test results.
• Able to present different hearing aid technologies in a clear and easily understood manner.
• As required, be able to administer pre and post hearing aid fitting assessment questionnaires such as APHAB.
• Perform In-situ Real Ear Probe Microphone Measurements using real ear equipment.
• Familiar with evidence based prescriptive fitting methods i.e. DSL V, NAL-NL2.
• Sound field evaluation of a hearing aid fitting as necessary.
• Perform electro acoustic analysis of hearing aids
• Familiarity of outcome measures i.e. COSI
• Be able to determine and identify hearing instruments that are not functioning properly.
• Be able to select and provide appropriate loaner hearing instruments.

• Clean hearing instruments and perform minor repairs on hearing instruments which would include replacing:
  • Tubings
  • Recievers
  • Wax filters
  • battery doors
  • ear hooks
  • control covers
  • dampers
  • Physical and acoustic modifications of hearing instruments which would include:
  • enlarging or reducing vents
  • Electro acoustic modification of hearing aids through manufacture programming software grinding shells to improve fit and comfort
  • patching small holes
  • building up shells or earmolds
• Take deep ear impressions.
• Demonstrate and sell assistive listening devices.
• Provide client counselling on expectations and wearing hearing instruments.
• Provide client orientation on the use of hearing aids
• Provide house calls as mutually agreed upon with District Sales Manager
• Able to fit, evaluate and troubleshoot hearing aids.

Sales:

• To achieve monthly clinic budget for units sold and revenue.
• Use the provided sales tools: Client conversation sheet, Recommendation tool
• Complete Clinic Demand Generation as it relates to TotalCare, namely Hearing Health Checks, Refer a Friend, GP Referrals and community outreach.
• Understand appropriate use of discounts and price matching.
• Able to use RBS to quote costs.
• Familiar third-party contract prices, policies and procedures.
• Also familiar with procedures of other third-party payee.
• Knows and implements all policies regarding: Pricing, demos, returns, repairs, warranty coverages and loss and repair warranty plans, payment plans, discounts and price match.

Correspondence:

Responsible for professional correspondence with:

• Clients, physicians and other health care professionals both verbally and in writing. This would include preparing doctor letters, giving quotes and dealing with questions or complaints.
• Third party payees.
• Staff and other consultants within office in regard to your clients and office procedures.

Meetings:

• Be prepared for requested meetings with appropriate written documentation
• Report for meetings with the Regional Sales Manager when requested.

Record-Keeping:

• Complete in a timely fashion all client file documentation including Client Information Sheets, Client Conversation Sheets 3rd Party Grids, and Client Progress Notes.
• Complete and refer to the Clinic Planning Book
• Responsible for correct pricing and appropriate booking of follow-up appointments.
• Able to complete all manufacturer and order forms.
• Know all Appointment, Return For Credit and Referral Codes.

Miscellaneous:

• Familiar with clerical office processes performed by support staff.
• Filing of current and non-current clients.

Experience/Education/Requirements:

• HIP/HIS designation in Canada or Audiologist (M.Sc. or Au.D).
• Up-to-date on new hearing instrument technologies
• Responsible for completing continuing education each year
• Maintain all yearly qualifications and Provincial Licensing as required by the regulatory bodies.

Personal Suitability:

• Ability to work under pressure and meet deadlines.
• Ability to establish and maintain cooperative business relationships.
• Ability to demonstrate leadership and inspire confidence.
• High level of entrepreneurial spirit.
• Ability to work as a team player, possess interest to be part of a growing business.
• Must be able to travel for training and have valid Class 5 Drivers License.

Office Retail/Store Home Office/Travel