Job Description

Please submit your application as soon as possible, as we reserve the right to close this advertisement at any time.

Cochlear’s mission is to help people hear and be heard. As the global leader in implantable hearing solutions, Cochlear is dedicated to helping people with moderate to profound hearing loss experience a world full of sound. We aim to transform the way people understand and treat hearing loss and innovate to connect people with future technologies. Our employees tell us that the number one reason they enjoy working for Cochlear is the opportunity to make a difference to people’s lives. Learn and grow with us as we tackle the most complex challenges in helping more people to experience a lifetime of hearing.

The Opportunity

The Cochlear Care Centre’s key objective is to provide access to high quality audiological care for recipients with a Cochlear Implantable Hearing Solution. The centre delivers clinical assessment of candidates for suitability for implantable solutions, and support following surgery.

This is a truly unique opportunity for a Customer Support / Medical Receptionist to join our thriving Cochlear Care Center in East Melbourne. Occasional flexibility to attend our Berwick site could be required.

The Medical Receptionist is responsible for organising and coordinating office operations and procedures in order to ensure clinic effectiveness and efficiency. This role will often be patients’ first point of contact with the clinic and play an integral part in forming positive relationships in the community.

Considerations will be given to applicants seeking either part-time (3 days) or full-time work arrangements.

Responsibilities include:

• Manage phone and email inquiries to the clinic in a professional manner

• Manage the scheduling system, including booking and confirming appointments

• Provide initial information and develop and maintain client records from customer inquiries

• Provide excellent customer service to clients when they present at the clinic

• Understand the processes (including creating quotes and requesting money through the appropriate portals) for the National Disability Insurance Scheme (NDIS), Department of Veterans’ Affairs (DVA) and process payments accordingly

• Understand the Medicare billing process and action accordingly

• Maintain stock of spare parts at the Cochlear Care Centre (CCC) for both Hearing Australia clients and private patients as per the CCC ‘Kanban’ system

• In consultation with the site Cochlear Care Centre Clinical Lead, manage the exchange of parts at ‘switch on’ deemed unsuitable and check for completeness of orders of implant systems and remedy errors in supply

• Provide device troubleshooting assistance to clients in person, over the phone and/or via email

• Provide spare parts where possible to keep patients ‘on the air’ or advise of available support options from Hearing Australia or Cochlear

• Liaise with the Audiologists regarding issues that require their expertise; refer client to appropriate Audiologist for any billable testing associated with troubleshooting

• Support and facilitate programs run by the clinic to enhance recipient awareness and use of technology solutions as required

• Ensure device and technology knowledge is up to date and ensure best customer service; completing and attending training, as required

• Provide remote administration support to the staff working at any of the 3 Cochlear Care Centres (East Melbourne, Berwick and Geelong), as needed

You Bring Your Skills and Experience

As we grow our operations, we are looking for people who share our passion for delivering quality hearing solutions to our customers. To add value to Cochlear in this role, you'll be able to demonstrate the following skills and experience:

Minimum:

• Minimum 2 years’ experience in reception/office administration role or equivalent

• Strong computer skills, including ability to operate computerized accounting, spreadsheets, and word processing

• Strong decision making and problem-solving skills

• Effective listening, verbal and written communication skills

• Effective time management skills

• Excellent interpersonal skills

• Ability to work flexibly

• Must be able to work independently as well as a part of a team

• High attention to detail and detail oriented

• Ability to occasionally travel to Melbourne and/or Berwick CCCs for training, team building or leave cover purposes, as required

Ideal

• Experience in preparation of reports

• Experience in process improvement

• Experience in a health care/ medical clinic setting

• Experience with Practice Management software/Medicare Billing

If you feel that you have the skills and experience to be successful in this role and take on new challenges to build your career with Cochlear, please start your application by clicking the apply button below.

#CochlearCareers

How we recognise your contribution

At Cochlear we value and welcome the unique contributions, perspectives, experiences, and backgrounds of our employees and aim to build a culture that celebrates and leverages these differences, creating a sense of belonging and enabling our people to realise their full potential. Through our internal programs and employee benefits, we aim to create an environment where our people will feel value and supported. Whether your focus is on continuous learning, professional development or simply finding an environment which enables you to thrive whilst balancing family or personal life commitments, then we have several programs in place to support you.

For more information about Life at Cochlear, visit www.cochlearcareers.com