Recipient Solutions Manager, Specialty Accounts

Change people’s lives and love what you do! Cochlear is the most recognized brand in hearing health care.

Recipient Solutions Manager, Government Services

About the role

Cochlear is helping people hear, and be heard, all over the world. Come be a part of our amazing mission and join the number one most trustworthy company in the healthcare industry as recognized by Newsweek in its 2024 rankings of the World's Most Trustworthy Companies!

The Recipient Solutions Manager (RSM) provides industry-leading support, education, and value-add services to reduce patient and professional aftercare burden. This role focuses on providing and implementing efficient aftercare solutions that deliver customer satisfaction and confidence and improve the onboarding and upgrade processes for Government Services, Kaiser, and Canada. Success requires expertise in patient education, relationship management, business development, and consultative skills.

Key Responsibilities

Engagement Acumen: Provides meaningful recipient engagement by delivering new recipient onboarding and upgrade education to support patient empowerment, satisfaction, confidence and positive patient outcomes while alleviating clinic time spent counseling. Provides clinic education related to recipient base, upgrade processes, and patient management.

Sales Acumen: Collaborates strategically with Professional and Consumer field sales teams to reduce aftercare burden while delivering on customer satisfaction and territory targets. Applies business acumen to understand clinic aftercare needs and recommends tailored solutions, becoming a trusted advisor. Builds strong relationships with key stakeholders including clinicians, implant sales teams, and reimbursement specialists within the assigned territory. Successfully executes sales and marketing initiatives while maintaining compliance with Cochlear policy, laws, and regulations. Manages territory performance through planning, budgeting/forecasting, and relationship building. Timely reporting of key metrics. Partners with internal upgrade operations teams to ensure quality service delivery. Maintains a professional image as a Cochlear representative.

Business Acumen: Effectively utilizes all sales and service tools including Salesforce, Miller Heiman strategies, and virtual presentation platforms while adapting communication styles to various audiences. Generates and delivers reports and maintains detailed documentation to demonstrate value to stakeholders. Exemplifies strong organizational skills by managing competing priorities in a fast-paced environment while maintaining attention to detail. Works collaboratively across internal and external teams to understand regional clinic dynamics and achieve operational targets. Ensures compliance with company policies through consistent documentation in Salesforce and the Cochlear Complaint Management System.

Key Requirements

To add value to Cochlear in this role you'll be able to meet and demonstrate the following knowledge, skills and abilities in your application and at interview:

Required

• Bachelor’s degree in Hearing Sciences or related degree; Master’s Degree/AuD preferred
• Minimum 2 years of experience in Hearing Healthcare
• Demonstrated ability to work independently with minimal supervision
• Demonstrated prioritization and organization skills
• Experience taking action and ownership of customer relationships
• Demonstrated strong follow-through on commitments and taking responsibility for actions and decisions
• Excellent problem-solving skills to ensure business success, despite obstacles
• Communicates effectively and persuasively with excellent written and verbal communication skills, highly effective presentation skills, and an ability to adjust communication and messaging to fit the audience
• Strong computer skills with experience in various software packages including Microsoft Suite and web-based applications
• Ability to work and adapt in a fast-paced environment and balance/manage multiple changing priorities while maintaining a high level of attention to detail
• Demonstrated ability to challenge the status quo to deliver creative solutions
• Proven ability to work collaboratively and positively in a team environment; ability to interact effectively across all levels of the organization, establish professional relationships, and communicate openly within the department and cross-functional teams
• Ability to lift minimum 30 lbs.
• Must possess REAL ID driver’s license and have access to a reliable vehicle
• Willingness to travel 50% with overnight stays

Preferred

• Prior experience working in the government sector or