Lara Hall

Main task: To provide excellent customer service by addressing technical issues with the customer in a timely and responsive manner, ensuring remake and credit return rates are low and offering technical support to our customers, both in house and in the field.

Responsibilities:

• Act as Technical Support for incoming customer calls for GN product and software issues and/or forward to appropriate person(s).
• Review incoming new and remake orders in a timely manner on an as needed basis.
• Follow up on technical issues with customers with respect to incoming orders and repairs.
• Collaborate with Field Sales, Field Training Audiology, Product Management and Manufacturing to the deliver expectations of GN Resound customers.
• Initiates new processes to improve effectiveness in meeting customer expectations and in operating efficiently as a team.
• Interacts with Manufacturing and Quality Departments to provide feedback on customer issues and stay current on company policies.
• Assist with the development of tools that result in more effective and efficient customer service.
• Other duties as required (i.e. customer service back-up).
• Maintain good standing with professional regulatory body, including Continuing Education Units (CEU).

• Tasked with, and completed, family focused interviewing, diagnostic level examination and evaluation of hearing
• Counselling of hearing results to patients and their family, recommendation of appropriate options for hearing devices if required, fitting of hearing instruments with Noah and various manufacturer softwares
• Cerumen management, tinnitus consultation, aural rehabilitation, assistive listening devices, custom hearing protection, conducting RemoteCare appointments with Phonak and Oticon software
• Post hearing device counselling and follow up care, including hearing aid adjustments with real ear measurements on Auricle and Verifit2
• Maintaining high quality digital patient records and chart notes
• Collaboration with team members and asking for professional input when necessary
• Ensuring accurate completion of all internal and third-party forms
• Actively assisting in marketing activities in and around the clinic, and community
• Participating in ongoing learning, staying up to date in the field with team and individual based learning

Tasked with, and completed, family focused interviewing, diagnostic level examination and evaluation of hearing. Counselling of hearing results to patients and their family, recommendation of appropriate options for hearing devices if required, fitting of hearing instruments with Noah and various manufacturer softwares. Cerumen management, tinnitus consultation, aural rehabilitation, assistive listening devices, custom hearing protection, conducting RemoteCare appointments with Phonak and Oticon software. Post hearing device counselling and follow up care, including hearing aid adjustments with real ear measurements on Auricle and Verifit2. Maintaining high quality digital patient records and chart notes. Collaboration with team members and asking for professional input when necessary. Ensuring accurate completion of all internal and third-party forms. Actively assisting in marketing activities in and around the clinic, and community. Participating in ongoing learning, staying up to date in the field with team and individual based learning.

• Completed 96 hours in areas such as amplification, vestibular testing, ABR, speech language pathology, BAHAs, aural rehabilitation, and basic audiometric measurements
• Took an active role in the prescription, fitting, and validation of hearing assistive technologies
• Completed comprehensive audiological reports, chart notes, support letters, and documentation
• Accurately performed, scored, interpreted, and reported on outcome measures

• 143 hours volunteering in the clinic
• Skills acquired included vestibular screening, tympanometry, the cleaning process of hearing aids, how to assemble hearing aids, thorough knowledge of the specifications of a variety of models of hearing aids, and a greater insight into effective patient care