Tag Archives: customer service

You Asked, We Answered

In this week’s post, we’ve collected some of the direct inquiries received from wearers and parents/caregivers to wearers over the past year. We hope some of our responses answer questions you might also have about Oticon Medical and our Ponto™ bone anchored hearing devices. However, if you have a question about our products and services, please feel free to post it in the Comments and we’ll be happy to get you the answers you need!

Questions on Ponto bone anchored hearing devices

Q: Hi! I have hearing loss on the left side, but my right is slowly catching up. I am in the process of getting a Ponto 4 for my left side but am wondering about the right side in the future. Would the Ponto 4 work as a bilateral hearing aid device (as in: could I have a Ponto implant on either side of my head?)

A: You can absolutely use Ponto 4 as a bilateral fitting — we have several wearers who wear one on either side.

Q: What is the life of a bone anchored hearing system?

A: The Ponto “lifespan” differs depending on several factors — the model, the care taken of it by the user, etc., so we can’t really provide a set answer. However, I think it’s safe to say that the average time a user keeps their Ponto is 3-5 years before they decide to upgrade to a newer model.

Q: My son got his new device yesterday. My family is so worried about the looks of the band and him getting bullied at school.

A: If you are concerned about bullying, we suggest you and your son meet with his primary teacher and arrange for him to explain what his device is to the class. We have had other parents give little presentations on their Pontos, and when the other kids learn how cool the technology is, they are more likely to be impressed and less likely to tease. We would even be happy to send you materials to give out if you’d like to make it a slightly more “official” session. Feel free to think it over and let us know.

Q: Does hair dye hurt the implant?

A: Hair dye will not hurt the implant. However, you might want to give the abutment a wipe just to remove any possible discoloration.

Q: What is the fitting range of a Ponto 4 for conductive mixed hearing loss?

A: The fitting range is up to and including an average of 45 decibels (dB) hearing loss.

Questions on Ponto accessories and compatibility

Q: Can the Ponto 4 connect to Roger™ devices — Roger Pen or Roger MyLink? If not, what DM systems are compatible? Thanks!

A: The Ponto 4 is now compatible with FM systems and Roger devices through use of the Oticon EduMic™, which is compatible with regular air-conduction Oticon hearing aids and Ponto 4. Alternately, the Ponto 4 also comes with a ConnectClip™ accessory that allows for direct audio streaming from the teacher’s mic into the student’s Ponto bone anchored device. You can read more about it through this link: https://www.oticonmedical.com/us/bone-conduction/solutions/accessories.

Q: How do I go about getting more batteries for my child’s Pontos?

A: You have a few choices for batteries. You might be able to find hearing aid batteries that fit from a local pharmacy or grocery store if you know the size you need, and they are in stock. You can also get them from the clinic or audiology professional from whom you got the Pontos, or you can order them from us directly by calling Customer Service at 1-888-277-8014 (M-F 8:00am – 7:00pm EST) or by email at info@oticonmedicalusa.com.

Questions on insurance coverage and upgrades

Q: My insurance denied my request for coverage and I’m appealing. Can you sell Ponto 4 to me directly?

A: We’re sorry you’re struggling with the insurance company. Yes, we can sell our devices to you directly. If you need any assistance with your appeal, please let us know and our Reimbursement Support Team can help you out with that as well. Please feel free to contact them at reimbursement@oticonmedical.com or call 1-855-400-9761.

Q: I have the Ponto Plus Power and would like to know how I can get an upgrade? Would Medicare cover it?

A: Oticon Medical is an accredited Durable Medical Equipment (DME) provider for Medicare. If you qualify for the proper Medicare coverage, Oticon Medical can bill Medicare directly on your behalf. Please contact one of our Reimbursement Support Specialists for further details regarding Medicare and Ponto processor replacements.

Ready to get your first Ponto device? Click here to find a clinic near you!

Have an older model processor? Click here to upgrade your Ponto!

To Our Valued Customers

A message from our Oticon Medical US president

At Oticon Medical we take the well-being of our community and colleagues seriously and are monitoring the developing coronavirus outbreak closely.

Currently, we have implemented procedures for continuing to operate our business so we may service our customers while also supporting the authorities’ work to contain the risk of infection.

Oticon Medical USA’s guidelines for activities in and around our company follow the guidance of our national health organizations, and in some cases, we are even more cautious. We will constantly update our policy to reflect any changes in guidance from authorities.

Our first priority is the health of you, your clients and patients, and our staff. We are doing our best to ensure our service to you is maintained as much as possible given the circumstances. We are taking all possible actions to ensure reliable production, insurance services, device repairs, and deliveries continue. And our local Oticon Medical personnel is instructed to familiarize themselves with and always follow the health guidelines of local hospitals and clinics.

We greatly appreciate your understanding and thank you for your loyalty to Oticon Medical. We also appreciate that this outbreak affects not only your cooperation with Oticon Medical but your daily life and that of your family, patients, and staff.  Please stay safe and know that our thoughts are with you during this difficult time.

Sincerely,

John Sparacio
President, Oticon Medical US

Meet Your Friends at Oticon Medical: Part 3

Get to know your friends in the US Customer Service department

Welcome to Part 3 of our new blog series, Meet Your Oticon Medical Friends! In this first set of posts, we’ve asked the members of our US Customer Service Team to tell you a bit about themselves. Get to know the caring people who take your calls, place orders, solve problems, answer your questions, and much more.

In case you missed them, here are the links to Part 1 and Part 2.

Meet Michael

I have worked at Oticon for six years, the last ten months in customer service. I enjoy interacting with customers, getting to know them a little, and being able to help them solve their problems

Service representatives on phone

One of my favorite stories about helping out a caller involved a person who was having a hard time in her daily life. She was a nurse struggling to pair her Ponto processor with the Streamer. She started out the call really upset, so I kept my voice calm and guided her through it. Toward the end of the call, she explained that she’d had a tough day at work, and we started chatting casually because she felt so much better. By staying calm and helping her resolve her issue, I’d made her day better.

After a busy day at work, I like to go home and watch something funny on television. One of my favorite shows is The Goldbergs – also Blackish and Man of the House. As for films, my favorite all-time movie is Top Gun, and I also like Angels and Demons, the sequel to the Da Vinci Code.

I have a pet cat, a Tabby named Mona. She’s only a year old. She lived in the backyard of one of my bother-in-law’s house, and sadly, she was part of a feral cat litter that lost its mother. The kittens were all adopted out, and I took Mona. Now she is extremely spoiled! She likes to jump on me while I’m exercising at home.

Find a clinic

Click the button if you want to learn more about our Ponto bone anchored hearing systems or arrange a trial.

Meet Your Friends at Oticon Medical: Part 2

Get to know your friends in the US Customer Service department

Welcome to Part 2 of our new blog series, Meet Your Oticon Medical Friends! In this first set of posts, we’ve asked the members of our US Customer Service Team to tell you a bit about themselves. Get to know the caring people who take your calls, place orders, solve problems, answer your questions, and much more.

Meet Donna

I have been with Oticon Medical for four years, and I’ve worked in customer service for most of my career. The part of the job I enjoy most is being able to assist our customers and patients with any questions or concerns they may have. I find it rewarding to help patients with service orders as well.

Before I came to Oticon Medical, I worked for a family-owned import company that manufactured candle gifts and accessories. I was there almost nine years before the company closed. We had a booth at the New York Javits Center for several years, which was a lot of fun!

I also lived in Lynn Haven, Florida for a time, which was maybe five miles to Panama City Beach. It was so beautiful! The sand was so white and it felt like I was walking on flour because it was so soft.

Nowadays, after a busy day at work, I like to unwind by meeting up with friends for dinner or just going home and watching television. My favorite movie is The Sound of Music.

Find a clinic

Click the button if you want to learn more about our Ponto bone anchored hearing systems or arrange a trial.

Meet your friends at Oticon Medical

Get to know your friends in the US Customer Service department

Welcome to Part 1 of our new blog series, Meet Your Oticon Medical Friends! In this first set of posts, we’ve asked the members of our US Customer Service Team to tell you a bit about themselves. Get to know the caring people who take your calls, place orders, solve problems, answer your questions, and much more.

Meet Beverly

My name is Beverly, and I have worked at Oticon Medical for almost 9 years. I’ve worked in Customer Service and Operations Management since 1984.

Before Oticon Medical, I worked 30 years in the steel industry in the Midwest as a Customer Service Manager. During my early years in this industry it was considered very unusual for a women to be in management. It was a very male-dominated industry back then, dealing directly with the automotive industry (a tough group of customers). It was quite an education.

When I moved back home to New Jersey to be near my family, I decided that my next job would be in an industry that sells a product that benefits people. Oticon Medical was a perfect fit for me. I really enjoy hearing our patients talk about how much our product has changed their lives.  Working in customer service at Oticon Medical is a pleasure. We have a great product and we all work very hard to make sure our patients and customers are happy with our service.

Here is one of my favorite on-the-job stories: I had a mom call on a Friday crying hysterically because her son lost his processor and they were literally leaving for vacation the next day. She was actually having a hard time breathing because she was so upset. Her husband was very angry with her because for some reason he was blaming her. I asked her what time her flight was and then told her we could have his replacement there by 8:00 am on Saturday morning.  He would have to wear it without it being programmed to his settings but it was better than nothing. She asked me how much it would cost and I said, “Nothing,” because it was covered under warranty.  She cried even harder, but happy tears this time.

My personal experience with hearing loss involves my sister-in-law. She saw an ENT a few years ago because my brother got tired of hearing her say, “What?” Ended up that she needed a hearing aid, which we purchased from Oticon Inc. as part of the employee purchase program.  She loves it and so does my brother!

Louie and Gracie

One of my favorite ways to unwind if I have a particularly stressful or busy day is to take a last-minute ride to the Jersey Shore to have dinner with family. I also enjoy spending time with my two dogs, Louie (a Shih-Tzu/Maltese) and Gracie (a Maltese/Yorkshire Terrier). I’ve had them since they were six weeks old — they are ten now.

I’ve lived in quite a few places in my career, including Ohio, Pennsylvania, Virginia, Alabama, and Toronto. Prior to Oticon Medical, I moved around quite a bit as part of my job but I’m happy to finally be home in New Jersey!

Find a clinic

Click the button if you want to learn more about our Ponto bone anchored hearing systems or arrange a trial.