Impressions February 2016

Impressions February 2016

Did You Really Help Them?

Several times a week I go someplace or call someone, needing help. It might be checking into a hotel, changing seats on a plane, ordering at a restaurant, all pretty basic tasks that you might think isn’t really asking for help, but just expecting someone to do their job. You are correct, but I am really asking someone to help me do something I can’t do myself.

Almost as many times in a week, I go to someone where I really do need Scott Klein their help. Maybe I purchased something and it’s not working (probably my own fault). Maybe I need to hire someone to fix my car by a certain day. Or maybe I need a suit cleaned for a special occasion and while this normally takes 2 days I need it in one. In each of these situations, I need help for a routine problem with an expedited deadline. But did I really get help? Did I really get full service or did they just go through the motions to complete my request?

I am afraid I have lowered my expectations of most companies and most people when I ask for help. I am grateful if anyone even makes an effort. In fact, I am happy if they don’t mess up what I am asking for and get it right the first time. Is that what we want people to think of HearUSA when they ask us for help?

Our company now has over 700 employees, 100 in the Support Center alone, the rest spread out in two different countries, fourteen states, and over 220 center locations. One of the big things that I lose sleep over is wondering how everyone is treating patients, customers, vendors, suppliers, partners and especially the fellow employee we come in contact with each day. How much help did we give to the person who called wondering when their refund check Inside this issue... was going to be received? Or could they change their appointment to a Scott Klein 1 day and time that was their best and only option? Did we go through the Thomas Strauch 3 motions to help them or did we really go out of our way to solve their Support Center 4 problem, with a smile on our face? I believe that we do a pretty good job Steve Palin 5 of going above and beyond most of the time and in most locations, but HearUSA Happenings 6 when we don’t do it one time, we as a company are only as good as that Halloween 2015 8 time that we didn’t give it our best.

Good Job! 10 (CONTINUED on page 2)

New Employees

12

Fall 2015 HIS Class

16

Holiday Parties

18

Creative Expression

20

(Continued from Page 1) Sometimes when a person does make a special effort to help me, they do it with an attitude that I owe them something. They act as if they really shouldn’t have to do what they did, or even worse, that I should be thankful that they did anything at all. To add insult to injury, I end up thanking them, verses them thanking me for my business. I am sure I am not the only one experiencing this. When this happens, even if they did accomplish what I needed, I don’t feel as good as I could about them or their company. I hope and expect that we not only go out of our way to help people, but we do it gladly and feel an extra pride in that we did something really good, really special and memorable for someone. And, there is no need to show anything more than appreciation – that we were able to help and that level of customer service is standard practice in our company.

For the next week, do me a favor. Each time you have a chance to help someone, really help them. Give it your best, make it special for them. Try to make it so special that when they walk away they say “Wow that was really well done!” Email me at the end of the week and tell me the best thing you did that week to make it special for someone. I will share the best stories in the newsletters and on our next company call.

Best wishes,

Scott

EDITOR’S NOTE: In order to feature more field news, we need your help! Please send contributions via email to Impressions@hearusa.com. If you send photos, be sure to identify those shown. Thanks!

2

New Ownership Opportunity Review

One year ago we separated from Siemens and became part of the private equity ownership of EQT. There were many concerns about becoming “Sivantos – the hearing company’. Let’s look into some areas and determine if we used the opportunities that this independence brought us, and if the ambitious roadmap we created to deliver better customer care, made a difference? Just weeks after our separation, Sivantos announced the acquisition of audibene - the global leader in online hearing care. Its US operation, Hear.com, opened in July 2015 and is building its network not only with independent hearing care professionals, but also HearUSA clinics. Collaboration between competing entities is not always an easy topic but we have made tremendous progress and Thomas Strauch just released improved compensation rates.

CFO Many new corporate directives, including the recent corporate identity change to the new premium brand Signia, as well as new reporting requirements, were introduced to the organizations. These changes aimed to create not only a unique selling proposition but also improved transparency and an increased level of automation. These will help us to set new standards in customer focus and quality, as well as report on crucial performance indicators. I would like to thank the entire finance team for seamlessly introducing these requirements whilst never allowing the operational requirements out of sight.

Here are some examples of the topics we are working on to get closer to our goal of being America’s, as well as Canada’s most trusted name in Hearing Care:  We are in the final stages of rolling out CMS enhancements which will make the processing time faster and help the PCC avoid patient data-entry inaccuracies 

Continuously improving our new CRM tool, including new platform for the network business



As deliveries are vital to achieve continuous growth, we have partnered with CallSource to identify opportunities to improve customer interactions



We have revamped the site selection process for Relocations and Greenfields to bring our services closer to the homes of our customers

Growth, Lean Operations and People Excellence are the three strategic pillars announced by Sivantos. HearUSA has a proven double digit growth path base on organic and inorganic (e.g. acquisitions) activities. We have opened 9 Greenfield stores last fiscal year and have a very ambitious plan for the months to come. Our new Canadian operations, acquired in fiscal year 2015, brought a steep learning curve but we are on track to accelerate in this market. The positive Q1 results reflect the step-by-step measures we have established with our shareholder in our roadmap to success. With confidence we can say that our measures to deliver better customer care have been implemented successfully. We will not stop here but continuously improve our toolset to bring better service at reasonable cost to our customers. The CEO of Sivantos, Rodger Radke, said it perfectly: “Staying on track will be a never-ending marathon which we can master by staying focused and helping each other.”

Winning this race will come from continuous improvement from each and every one of us at all levels.

I am looking forward to continuing this exciting journey.

Until next time,

Thomas 3

Food Truck Serves the Support Center On October 15th, Support Center staff were treated to lunch with a Hot Dog Food Truck to celebrate the HearUSA 28th Anniversary.

Not just your typical hot dogs, these were loaded with everything from bacon, baked beans, sauerkraut to pineapple, cranberry sauce and sriracha lime mayo!

4

“Selling” Hearing Care The leadership team often encounters resistance from staff members to what is perceived as a company culture too focused on “selling” patients on our hearing care services and solutions.

The company frequently takes “Pulse Check” surveys on how we, as employees, feel about working for the company. It is not surprising that we generally have very positive feelings about what the company does and the quality of care we provide.

Many of our hearing care providers, front office teams and Support Center staff pursue their careers with us because they are attracted to the idea of helping and healing. In our business, selling hearing aids is the treatment. There can be negative connotations related to the concept of “selling” when it comes to a patient’s health. So it is understandable that the topic can be uncomfortable for some.

Steve Palin I have been involved in many meetings where sales budgets and results have been discussed. There is often a discussion on what we can and must do to achieve those budgets. But I have never been present for any conversation where anyone in position of leadership, whether it is an Area Manager, a Division Manager, a Department Head or the CEO, has suggested that a patient be sold something they didn’t need or couldn’t afford. Our goal is always and solely to find the best fit for their hearing loss and financial means.

Healthcare is sold throughout our economy. In almost every case, a profit is sought. Hospitals profit from patient stays. Pharmaceutical companies profit when a pill is prescribed. Technology companies profit when diagnostic equipment is used. Doctors profit when a fee is paid. Sivantos is also a “for profit” company. We have shareholders who expect a return on the billions of dollars they have invested in our company. It is a reasonable expectation.

Our company is built on a high standard of care. Our patients benefit from the expertise and professionalism of our staff. When a hearing loss is detected and we are able to fit that patient with hearing aids – we have helped heal them from a health issue that will have a profound impact on their quality of life.

The patient has to get their hearing aids somewhere. It should be with us. They are in good hands with our company. We will treat them better than the competition. So when the push is on to book appointments or close a sale with the best technology the patient can afford, we have done our jobs. If the patient comes to us with a hearing loss and we don’t sell them hearing aids; then we didn’t help them. It’s that simple.

When our company is financially successful, we grow. The revenue we take in provides hundreds of jobs for our employees and supports their thousands of dependents. It puts food on the table, sends their kids to college and allows us to spend millions of dollars on health care benefit plans and retirement savings. The company’s growth creates opportunities for our employees and helps them achieve their personal goals.

There are times when managers will need to make uncomfortable phone calls to centers to create a sense of urgency to achieve our monthly budgets. They don’t enjoy making those calls anymore than the center staff enjoys getting them. But it is a business reality. The best alternative is to ensure that we are doing everything we can every day to stay ahead of the curve so that “month end” pressure to achieve a budget becomes a needless thing of the past.

That doesn’t mean that management doesn’t have an obligation to always be respectful and interactive when asking their teams to do more. Our goal must always be to work together to ensure that every opportunity to treat a patient is successful.

“Selling” doesn’t have to be a dirty word in our business. We are using the knowledge, experience and skill of our staff members to help each patient improve their health. It comes from a genuine desire to help people.

The patient wins. The company wins. Our staff members win. We should be proud of that.

5

Wyman Archer, LHIS in our River Edge Center 40002, performed at the National Opera Center in New York City on Saturday, October 17th. Over 25 of his co-workers and friends made the trip to NYC to see him perform. Wyman was accompanied by his vocal instructor, renowned Opera singer Julia Radosz, and pianist Matt Lobagh. Wyman serenaded the audience for an hour, and added a punch of humor that made for a great show. Bravo!!!

In September, Akron/Parma provider Dr. Angie Damron and Margie Knapp, PCC attended the Walton Manor Health Fair . Beautiful day for a health fair and great turnout!

Christine Vecchio in our Lakeland, FL center sent out a creative message to patients.

Whatever works — give it a try!

6

Trisha Doyle, Reg. Hearing Instrument Practitioner in Center 80007 Chilliwack, British Columbia has patients making holiday sweaters for her!

Recently, HearUSA had the opportunity to promote with the New Jersey Education Association (NJEA). Members of NJEA receive discounted pricing for hearing aids, as noted in CMS under plan 886.

During the month of October, Joe Diefenbacher, Area Manager and Sheneekra Adams, Northeast Division Manager, participated in 3 NJEA membership fairs in various New Jersey locations .

Membership fairs are held throughout NJ each month. This grassroots marketing allows us to build a relationship with NJEA. We’ve committed to participating in a least 3 fairs a month and Joe will have field staff join him in these events.

In November, HearUSA was featured in the NJEA Newsletter. All in all, a very exciting partnership in New Jersey!

Alyssa Bartlett, PCC and Kim Dotson, Au.D. attended a health fair in King City, Oregon in October.

WELCOME GREENFIELDS! CLEARWATER, FLORIDA SIMI VALLEY, CALIFORNIA FIFTH AVENUE, NEW YORK BETHEL PARK, PA

AND OPENING SOON: BAY RIDGE, NEW YORK OCALA, FLORIDA

CrystalClear Editorial Request We are in search of interesting articles that your patients would like to read. Please send motivational stories that would help a Need-NoSale come back in for a purchase!

Let us hear your suggestions at Impressions@hearusa.com. Thank you!

7

Just When You Thought It Was Safe To Go Back Into The Marketing Department

In true festive fashion, the Marketing Department continued their tradition for Halloween and created a Jaws themed “haunted house” at the Support Center. Bill Huang was in the lead role as the shark with the newest addition to the team Brittany Zedlitz as the Captain. Paige Brough, Lisa de Marinis, Suzanne Brydon and Lisa Goodman played victims of the attacks. The team had 2 showings to scare those brave enough to check out all the scenery, audio, and costume design. Big thank you to the Halloween planners Suzanne and Lisa D. for pulling the team together! Can’t wait for next year!

8

Shelly Ann Brewster, Call Center Manager Sylvia Cribb, Customer Support Rep

Award winner Holly Stalica, AP Specialist

Anna Lopez, Customer Support Rep

Cyndi Moeller, Netwo Recruitment Specialis

n

Top Row: Anna Lopez, Bill Huang, Cyndi Moeller, Shelly Ann Brewster, Lisa de Marinis, Kristen Whitley, Nathaniel Houston, Daria Doubek-Thompson, Holly Stalica, Sylvia Cribb, Ruthie Martinez, 9 Sharon Silver, Luisa Niakan, XXX. Bottom Row: Thalia Cajina, Lisa Goodman, Esther Aczel, Suzanne Brydon, Michelle Wolf.

Congratulations on a Job Well-Done!

Hi Cindy, I cannot thank you enough for the exceptional care and commitment your entire organization has given to this child. His mother has reported to us the extraordinary love and devotion that your professional and support staff has given to this child and his family. It is also clear that no obstacles or barriers were too great for your team. They committed to have absolutely everything needed for this child's welfare and clinical needs and I am told his improvement in school and at home will be truly remarkable.

Your influence and your organization's generosity are really exceptional and I can only say how grateful everyone connected to this case is for this wonderful gesture, especially at this community giving time of the year.

Please accept my heartfelt thanks and appreciation to you and your entire team.

Congratulations to our newest addition to the Peterborough, Ontario center, Audiologist Steve Jones. Steve won these prestigious awards as a student: 1) Cam Millar Harmonize for Speech Award (Academic) This award is given to a graduating student with the highest average of all their graduate (excluding clinical practicum) courses in the School of Communication Sciences and Disorders. (i.e., of both the Audiology and Speech Language Pathology programs).

2) Canadian Academy of Audiology Student Award Presented to an outstanding Audiology graduate student in Canada for academic or clinical excellence, outstanding research, or community service. Each Canadian program may nominate one student to be considered.

Congratulations to Crystal Hearing Centre in British Columbia! Voted Favourite Hearing Clinic by the Abbotsford News Readers for 2015!

Congratulations to 19210 Orange City HearUSA! Voted Best Hearing Aid Center by Hometown News Readers 2015!

10

Patient at Center 29417 in Parma, Ohio was so thankful for the service she received from Angela Damon that she felt compelled to write a note right on the spot!

Well done Angela!

11

David Brown joined the Support Center on January 5th as the Director of Strategic Partnerships, reporting to Scott Klein.

For over 15 years HearUSA has enjoyed a successful relationship with Kaiser Permanente. In his new role, David will be in charge of developing similar relationships with hospital systems throughout the country.

David comes to us from Quest Diagnostics and brings 26 years of experience in the Esoteric Laboratory industry where he was the Director of Strategic Alliances; his responsibilities were to create partnerships with major hospital systems, C suites, and managed care companies nationwide.

Prior to joining Quest Diagnostics, David was the Regional Sales Manager at Pathology Associates Medical Laboratories which is known in the industry as the gold standard for its hospital partnership joint venture model.

David currently lives in Utah with his wife Shanon and their two children Bryson and Bailee. He enjoys the outdoors and Notre Dame Football.

Jessica Ocampo joined the Support Center on January 11th in the Call Center as a Customer Support Representative reporting to Shelly-Ann Brewster.

Jessica has been a Customer Service Representative since 2007 in Palm Beach County. She is currently enrolled at Palm Beach State College pursuing her Associate’s degree.

Her free time is taken up by her energetic one year old son.

12

Brittany Zedlitz joined the Support Center September 14th as Marketing Coordinator for AARP and Network Marketing, reporting to Lisa de Marinis.

Brittany, a native of Swanton, OH, began her career in local restaurant starting with serving and working her way up to a management position over the course of 8 years. During that time, she attended The University of Toledo successfully earning a BA in Independent Studies with a focus in Marketing and Professional Sales.

After graduation, she landed a Marketing Coordinator position in Florida providing her with experience and developing the skills necessary to advance in the Marketing arena. Next, she served as an Executive Assistant with United Franchise Group to 5 executives, with a heavy emphasis of responsibility in the marketing and administration of the annual trade-shows and franchisee convention. She transitioned to Marketing Coordinator for Chumney & Associates, an advertising and marketing agency providing digital and social media marketing services. Her career with Document Storage Systems included Travel and Expense Coordinator.

Brittany enjoys the art of music and has participated in vocal performance from age 5. From singing in the church choir, to high school and collegiate choirs, karaoke with friends - even auditioning for “American Idol,” she LOVES TO SING! John Rodriguez joined the Support Center on October 5th as the new Director of Corporate Real Estate reporting to Thomas John grew up in Central Florida and is a graduate of University of Central Florida. After college, John relocated to New York and worked within the franchise Industry for over a decade with Jackson Hewitt Tax Service and Dunkin Brands. His responsibilities included developing national real estate strategic market plans and creating real estate site selection models. Both companies went public during his tenure. In his most recent position, John was the Sr. Director of Franchise Development for ATAX Franchise and spearheaded the company’s presence in the southeast.

John lives with his wife and 3 year old son in Central Florida. In his spare time, John enjoys spending time with his family and watching college football. He is the lead pianist and musical director at his church, which includes a 30 member choir.

13

Amy Sanchez joined the company on November 9th as the new Accounts Receivable Manager reporting to Denise Pottlitzer.

Amy is originally from New York and moved to Florida in May, 2015. She began her career in 1999 in the emergency room where she was responsible for patient registration and verification of insurance coverage. In 2001, she transferred to the business office where she began billing and completing Medicaid audits.

In 2005, Amy changed hospitals and was promoted to Supervisor overseeing two employees, then to Manager overseeing eight to twenty employees at any given time. In 2013, she decided that she needed to spend time with her children. In January, 2014 she returned to a hospital closer to home where she worked as the Supervisor for the billing department.

When not working, Amy spends time with family and enjoys reading.

Welcome to all of our new staff!

Ricardo Carey joined the Support Center on January 11th as the new Accounts Payable Specialist reporting to Debra Nielsen.

Ricardo, a graduate of Florida Atlantic University, earned a Bachelor’s degree in Business Administration majoring in MIS. His experience includes working as a Financial Representative at TD Bank and as Accounts Payable Specialist with National Oak Distributors. In September, he temped for HearUSA Finance.

In his free time, he enjoys reading books and quotes about Marcus Garvey, watching sports and going to the beach.

14

Engin Ayaz joined the company on November 30th as the Marketing Coordinator reporting to Lisa de Marinis.

A Florida native, Engin earned his BS in Entertaining Business from Full Sail University. His experience in marketing has been at TownTarget, a software and digital marketing technology firm as well as working in the corporate marketing department at Natures Products, Inc., in Sunrise, FL. He has since gone on to start several online businesses: MaoriMan and DrToMarket specializing in local healthcare and physician marketing tools and services.

Engin is currently pursuing a degree in Computer Engineering. In his free time, he enjoys spending time with family, volunteering with Feeding South Florida, refinishing old furniture, cooking, maintaining a small garden, keeping up with the domestic and global stock markets, and reading.

Christine Curry officially joined the company on November 9th filling an open position as Insurance Claims Specialist reporting to Denise Pottlitzer.

She has been temping in the Finance Department since July 2015.

Christine grew up partly in Germany and then the USA and moved to Philadelphia when she was 8. Christine started working collections when she was 17 years old and has been doing it ever since.

She began working with ADT for 6 years handling all of their Commercial Collections, and then worked for Sign-A-Rama where she handled collections on all royalties state-side as well as Australia and UK, for 4 years.

Christine then decided to venture into a new area in 2010 and took an administrative position with a Nursing Home, handling admissions, HR and finances for the W. Palm Beach and Ft. Lauderdale areas. She missed the challenges of collecting money so in 2015, she returned to collections.

In her spare time, she loves to read and play with Lexi, her German Sheppard and Dex, her Doberman.

15

Fall 2015 Hearing Instrum Meet Our Newest Class of HIS Trainees These individuals join our current apprentices, totaling 14 individuals, within our company who are striving towards career growth. Thus far, 17 have graduated from our program already and are enjoying their new career. This is a rigorous process, requiring a lot of their personal time and energy, but the intrinsic reward of improving someone’s life is immense, not to mention the additional financial compensation opportunities.

We are all aware of the increasing difficulty in finding qualified providers, and HearUSA strongly believes that our best source is our own resources! If you have ever sat at your desk and contemplated if hearing care might be an appealing career path for you, we encourage you to explore it. Your provider, Area Manager, or I can certainly provide you with information. A brand new world may just be waiting for you!

To all our trainees – good luck and we are supporting you all the way!

Vi cki

Vicki Hamill Director of Quality Management Michelle Banister

Torrance, CA #70511

Joining the company 2 years ago as a PCC, Michelle became a Hearing Aid Technician a year ago. When she saw the HIS program starting again, she was immediately interested. “I am thankful to be a part of a company who offers an excellent career path. This is a great program and I am excited to further my career and use what I learn to help our patients hear better.”

Jewel Laidlow

San Diego, CA #70526

Jewel brings over 7 years of experience in the healthcare industry to HearUSA. Her involvement in patient care began in Virginia where she managed a small assisted living facility for the mentally impaired. She broadened her skills when she took an evening position in the emergency room working in registration and eventually outpatient care. She moved to sunny California with her new husband in late 2013 and began her career as a PCC for the San Diego center of HearUSA. Jewel is a mom of four, and strives daily to be a good example to her children. Jewel enjoys quality time with her family and likes nearly any new outdoor adventure. She lives by the wise words of her great grandmother who raised her. “As much as it depends on you, treat people with kindness, dignity and respect.”

16

ment Specialist Trainee Class April Abbott

Lee’s Summit, MO

#35935

I am a native Texan who has become a recent transplant to the Kansas City area. I have worked as a regional sales vendor, in management and I also have over 13 years experience in the healthcare field. Working in the health care field I have discovered I have a passion for patient care. I hope to use my previous work experience to help patients with their hearing healthcare needs. My husband and I have two children; a 15 year old son and an 8 year old daughter. In my spare time I enjoy baking and spending time with my family and friends.

Working for HearUSA has been a very rewarding experience, and I am very excited about the opportunity to participate in the HIS Training Program.

Romeo Natividad

Marina Del Rey, CA #70547

With HearUSA for almost 3 years, Romeo has been working as a PCC and since last January, in Marina Del Rey. He enjoys helping our patients and watching their interaction with their families and everyday life grow. “Having this opportunity to be more involved in that progression means a lot to me by being accepted into this program.”

In his free time, Romeo really enjoys golf, but has been bowling competitively all his life, and have had opportunities to travel across the U.S. to compete in tournaments. “What I really like about bowling is passing on my knowledge to others. I've taught all ages, but teaching youth bowlers is the most rewarding.”

Along with being a gaming nerd, Romeo enjoys traveling, food, watching movies, and spending time with his girlfriend Wendy and their little pooch Lucky.

Wendy Lopez

Los Feliz, CA

#70504

Born and raised in Illinois, Wendy moved to California in 2006. Happily married to her husband of 14 years, they enjoy spending time with their 3 children, 1 girl and 2 boys. “We love to be active, and enjoy activities at the park, museums, school events and shopping.” With HearUSA since May 2007, Wendy has worked as Sr. PCC in WLA 70512 center, moving to Hearing Aid Technician in Los Feliz 70504 June 2015. “My passion is to help others, and HearUSA has given me the opportunity to participate in the Hearing Aid Dispensing Program.”

17

Above main photo clockwise from center: Holly Houlahan, Lisa Williams, Kristy Menendez, Chelsea Allen, Matt Christy, Ashley Groeber, Allison Cecil and Krista Easthon.

Photos starting above and working clockwise: Stephanie Gutzmer, Dana Wolfrum, Marivi Ruiz, Rick Callahan presenting to Kathleen Boyce, Lata Jain speaking with Sarah Munson, Rick presenting awards, Larry Hable, Gail DeMory, and Lisa Gumina at table.

18

Below main photo right side from front, counter-clockwise: Nancy Nagle, Colleen Evans, Brenda Heskett, Kellie Evans, Bill Grimm, Matt Christy, Angela Damron, Wendess Barton, Margie Knapp, Rupa Rao, Natalie Bevilacqua and Holly Houlahan.

Support Center celebrated the holidays with a delicious buffet, D.J. and a fun game emceed by Steve Palin.

Thank you to the planning team at left: Melainee Foster, Luisa Niakan and Sharon Silver.

After the festive party ended, some stayed to enjoy the Gater 98.7 radio station’s “12 Guitars of Christmas” party in the hotel lobby. Big winners were Lisa Goodman with a guitar signed by Lita Ford and Greg Wolcott with a Schecter bass guitar signed by Nikki Sixx. Also in the photo below is Iron Maiden Drummer Nicko McBrain!

19

Kate Kribbs, Sr. PCC for Boynton Beach Center #19008 decorated for the 28th Anniversary, made some goodies and created a festive atmosphere in the center.

Brenda Velez, PCC in Park Ridge Center #23008 also decorated, set out yummy treats and enjoyed a festive event.

Alison Stich and Marivi Ruiz created these unique and memorable holiday gifts for approximately 25 of their referring physicians. Cost was very reasonable and the project was labor intensive but well-worth the effort. Not only do they last through the holidays, but also serve a reminder of the staff and HearUSA. Well done Alison and Marivi!

20