Office Agent: It’s not Just a Job, It’s a Mission

For that reason, they use a number of different communication strategies:

⁄ Speaking at a good pace, using a clear tone of voice ⁄ Maintaining eye contact ⁄ Offering to talk in person rather than on the phone ⁄ Repeating and rephrasing as needed ⁄ Having contact information for a friend or family member if needed

From the moment they first contact a clinic, patients are listened to, welcomed, and guided by our office agents. These friendly team members know how to boost the confidence of people who have decided to take control of their hearing health. They understand each patient’s personal situation and make sure they receive the right service as soon as possible. And so begins a wonderful relationship built on support and listening. The office agents are there for patients at every step of their journey. From the first phone call to scheduling appointments and follow-ups, they’re a bridge between patients and hearing health professionals. They make sure every question is answered and every problem is solved. Beyond this important responsibility, office agents are responsible for making sure the clinics are welcoming and supportive. They listen to patients’ questions and concerns respectfully (and always with a smile!), and try to accommodate them as much as possible so they feel heard and understood. Office agents are understanding and empathetic to hearing-impaired people who might have trouble distinguishing certain sounds, and therefore understanding everything that’s being said. The office agents make it their duty to make each patient their priority and to give them undivided attention. It’s critical that they do the same for the hearing health professionals practicing at the Lobe clinics. Clear, constant communication, as well as reciprocal respect for each other’s work, are key to this collaboration. Their mutual support lets them meet patients’ needs as fully as possible while providing outstanding customer service.

If you are interested in becoming an office agent at a Lobe clinic or at our head office, visit our website at carrieres.lobe.ca/en.

Meggie Simon

Clinical Operations Assistant in Quebec City