Proper Procedures
If the screen pop doesn't work,how do you determine which office the patient is calling for?
You can ask them which office they prefer or do a zipcode search.
In Cisco, the “2nd Break” Not Ready code is used for what?
Getting water/food/vending machines, personal phone calls, any reason not related to work that you are away from your desk.
How much is the deposit on the hearing aids when you are doing the trial?
It depends on the hearing aids you choose and on the office. It is fully refundable.
If a patient is 50+ miles away from any of our offices, what do we do?
Transfer them to Starkey at 888-631-9809
If someone is calling for the person in charge of marketing,do you transfer to the office?
No,refer them to www.allamericanhearing.com;Contacts tab at the right hand corner.
If someone is calling for a job position, can we transfer to the office?
No,tell them to go to allamericanhearing.com;select the "Careers "tab.
What should you do if you need to go on a smoke break, make/take a personal call, ect?
Make sure there are no calls holding and at least 3 people ready (not including you). Select 2nd break on Cisco.
What is a MicroChip?
A tiny circuit board that is put into our hearing aids to allow the personalized programming which allows your HAs to be programmed to your needs.
What do you do if the caller wants to schedule a delivery appt?
Transfer to the office
If a caller is asking about a job with our company,what do we tell them?
Direct them to the AAH website. Click "Careers" at the top of the page and all current openings will be listed.
If you accidentally dial 911 while dialing out,what do you do?
Stay on the line and inform the dispatch that there is no emergency. Inform Jeanne at the front desk that you accidentally dialed 911.
What is the procedure for taking time off?
-Send email to Kristen, asking for the date/time
-(After it’s approved) Add your day(s) off to the whiteboard calendar
-Add your day(s) off to the Outlook Time Off Calendar
What if I don’t like the hearing aids after I buy them?
Hearing aids can be returned during the 30-day trial period.
What are 3 essential things we NEED to save an appt?
First Name, Last Name and Phone number
“I was told by an Audiologist that HAs won’t work for me. Will newer models be of any benefit?”
It is possible, the only way to know is to have an evaluation in our office so that our specialist can test you and determine the type and level of your loss. Technology is improving all the time.
What do you do if your call gets disconnected?
Try calling them back and put a message in Jabber stating that you lost the call, the caller’s name and the office they were calling for, as well as any info that may be helpful to the person who gets them if they call back.
What is the proper procedure to follow if not coming into work?
Text/call Kristen as soon as possible to inform her that you won’t be in and why.
What is a digital hearing aid?
A digital hearing aid uses computer technology to tailor the sound and comfort level to your particular hearing loss. A digital instrument can make automatic corrections to different listening environments, something that wasn’t possible with older, analog instruments.
What is Telehearing?
TeleHear is a system which has been created and developed by a team of professionals at All American Hearing. The purpose of TeleHear is to allow a patient to be seen by a second professional (Often an Au.D. or Audiologist) during their appointment in a clinic.
If someone calls and says they are a current patient,but you can't find them,what can you try?
Archive search,search by phone number,Ask if tyhey are known by any other names and search under that.
What do we do when someone calls to verify employment?
Cold transfer to Corporate: 503-659-5115
DO NOT give the number to them.
Who is responsible for paychecks, timecards, commissions, and hiring documents?
Micha Kirk, Payroll Manager
What does “unaidable” mean?
An ear that can’t be helped with hearing aids.
What does it mean to “stagger appointments” and how long are they staggered for?
It means that the office has only one sound booth but more than one provider working so evals cannot start at the same time. They need to be staggered by 30 minutes, so an eval under Provider 1 can start at 10:00 and the eval under Provider 2 needs to start at 10:30.
What do you tell a caller when they say that they can't afford hearing aids?
"We have several financing options available that we can go over with you at the time of your appt.