Anatomy Of A Restructured Job Description


HearingLifeCanada
A screenshot of a job I came across during my morning job search.

This is one of the best example I’ve found of how job descriptions change through task compression and downsizing in this Age Of Austerity.

My remarks are in red.

Client Service Administrator
HearingLife CanadaKitchener, ON
HearingLife Canada, which includes ListenUP! Canada, and National Affiliated Providers, is the largest provider of hearing healthcare service in Canada. Working in unison with the National Campaign for Better Hearing’s awareness campaign (campaignforbetterhearing.org), our core philosophy is to “do what is best for the client” while increasing awareness of the effects of hearing loss and the benefits of hearing devices.

Reports to: Regional Manager

Role: The Client Service Administrator (CSA) is the first point of contact for most of our clients and is responsible for providing superior client care. The CSA is also responsible for providing administrative support to Hearing Professionals (HPs) within the clinic and to head office.

KEY RESPONSIBILITIES

Customer Service (This used to be the job of a secretary) – first point of contact for our clients and to provide them with the best customer service in the industry:

  • Greeting clients
  • Answering the telephone
  • Answering client queries

Appointments (This used to be the job of a clinic support administrator) – manage our client appointments and schedule the HP’s appointments:

  • Maintaining clinician’s schedules
  • Triaging all appointments
  • Changing appointments to accommodate client and clinic needs
  • Using telephone pathway to book initial client appointments

Clinic Appearance  (This used to be the job of a custodian) – responsible for the general maintenance of our clinics so that they are a first class hearing healthcare centre:

  • Daily light cleaning and tidying as needed
  • Tidying and organizing Assistive Listening Device (ALD) displays and client waiting area
  • Maintaining and ordering office and clinic supplies

Hearing Professional and Administrative Support (this appears to be a mashup of warehouse worker, client services administrator (pre-Great Recession era), and technical support for the hearing aids!) –provide administrative support for the HPs in their respective clinic(s) as well as act as an office administrator for the Hearing Healthcare Centre (HHC):

  • Opening and closing the HHC
  • Registering all new clients
  • Maintaining all paper files including creating, organizing, filing and destroying
  • Shipping and receiving
  • Tracking all orders through administration system and shipping log
  • Preparing orders for fittings
  • Assisting with local events as needed
  • Understanding and applying all promotions
  • Understanding and selling all ALDs
  • Providing basic hearing aid maintenance including cleaning/checks and tubing changes

Accounting and Third Party Insurance Support  (This used to be the job of an accounts receivable clerk)  – responsible for processing all sales and tracking all outstanding balances and receivables and third party insurance payments which includes each of the following:
*

  • Assisting with client estimates
  • Counting and reporting opening and closing cash float
  • Processing all payments; cash, cheque, post-dated cheques, credit card and debit card
  • Completing daily bank deposit slip completing physical deposit
  • Completing daily sales reconciliation on time and accurately
  • Completing monthly inventory and accounting controls
  • Understanding Debits and Credits
  • Having working to expert knowledge of all third-party insurance programs
  • Completing and submitting all third-party insurance forms
  • Following up on all outstanding third party claims

The question begs to be asked: will this candidate be paid the equivalent salary sum of the listed jobs, or be paid the salary of a Client Services Administrator?

Thanks for reading!

David.

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