Clinic Operations Specialist / Audiology Assistant - Boston, MA

About the role

At Fortell, we’re building a better hearing aid that redefines how people experience sound and connect with the world. Powered by custom silicon and advances in hearing science, our hearing aids help people hear, and live, with greater clarity and confidence.

About the role

This is a full-time, in-person role at our clinic in Boston. You will handle all non-clinical aspects of the customer experience, including qualifying prospective customers, scheduling, support and fulfillment. You’ll be the first person that prospective clients interact with, forming the critical first impression for our company, and supporting them throughout their customer journey.

As a startup, you’ll be working closely with clinical and technical teams, solving problems and improving processes. We are looking for someone who loves connecting with people and supporting them, is organized and reliable and learns quickly.

Responsibilities

• Welcome people to the clinic. In many cases you will be the first impression of the company and brand. We are looking for someone who easily forms genuine connections with people.
• Speak with prospective customers, qualify them and schedule them for the right type of appointment.
• Inbound customer support, either on the phone or in person. Demonstrate a patient, empathetic approach when assisting with technology.
• Maintain accurate and detailed customer documentation in Salesforce, Intercom, and other customer experience platforms.
• Handle operational tasks in the clinic including preparing product for the day’s appointments or shipping replacement parts to customers.
• Commit to learning complex clinical concepts and technology to better educate and support patients throughout their journey.

What you’ll bring

• Excellent communication skills, both written and verbal, with a warm, empathetic style.
• Confidence in de-escalating customer concerns, and an ability to graciously turn challenges into positive outcomes.
• Strong organizational skills and reliability, with a bias for action.
• Proficiency with support software and general tech troubleshooting; experience with Salesforce or similar CRM is a plus.
• A proactive mindset: you don’t just respond, you anticipate customer's and colleague's needs alike, and look for opportunities to improve the experience of every person who visits our clinic.
• 2+ years of experience in customer service, patient support, hospitality, or sales, ideally in healthcare, or a related people-centered field.
• Prior experience in an audiology or hearing healthcare practice, particularly in an audiology assistant role, is a plus.

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