About the role: The Intake & Engagement Specialist (IES) will serve as the primary point of contact for customers during the pre-intake stage. This individual is a key player in educating caregivers, individuals with communication disorders, and clinicians on the benefits of Lingraphica’s offerings, requiring in-depth knowledge of how our offerings align with various medical and speech diagnoses. Intake & Engagement Specialist efforts will lead to AAC device intake submissions and ensure monthly intake goals are met or exceeded. The IES will also be responsible for ensuring customers understand the trial process and next steps in their journey, setting clear expectations and helping them feel prepared and supported for success throughout the process.Responsibilities:Offer a consultative approach to guide prospects (SLPs, patients, and caregivers) to Lingraphica products and offerings best aligned with their unique communication needsDevelop and maintain expert knowledge of Lingraphica's devices, software, accessories, and product enhancements, effectively matching features and benefits to each customer's functional communication goals and clinical presentation.Demonstrate the ability to translate clinical and product knowledge into meaningful, personalized recommendations that help customers understand how AAC solutions may support improved communication and quality of life.Conduct engagement conversations through multiple platforms including inbound calls, outbound calls, email, zoom, and online chatProvide engaging and comprehensive AAC device demos via zoomOffer a world-class customer experience in every interaction consistent with Lingraphica’s core valuesDemonstrate the ability to adapt and think critically beyond established scripts, leveraging a deep understanding of our products and their applications across various communication disorders. Exhibit creativity and flexibility in tailoring interactions to meet the unique needs of each customer.Contribute to weekly projected intake goal through engagement activitiesEffectively nurture leads and intake opportunities by leveraging engagement and consultative sales strategies, with strategic follow-up throughout their assigned caseload.Screen new customers for trial appropriatenessEnsure clients have a complete understanding of the trial processConfirm accuracy of all patient information (insurance, demographics, diagnoses, etc.)Follow up with SLP, client, and/or care parter to get missing information, as neededMaintain complete and accurate documentation within CRM systems while ensuring HIPAA compliance and data integrity.Utilize HubSpot reports to monitor data trends and provide process and communication recommendations based on the dataReport weekly metrics that support individual and team goalsMay conduct other duties as assignedQualificationsMinimum Qualifications:Bachelor's Degree in Communication Sciences and Disorders or a related field or equivalent combination of education & experienceProficient in English and Spanish with strong written and verbal communication skills2 years of B2C or B2B customer service experienceProficiency with Microsoft Office and online chat toolsAbility to effectively engage customers by offering personalized solutionsCurious thinker with a desire to improve existing processesExcellent communication skills (written, verbal and listening)Compassionate / EmpatheticAble to deliver a positive customer experienceExcellent time management and multi-tasking skillsAbility to perform above expectations in a fast paced and dynamic environmentAbility to excel while working as a team and independently, with a positive attitudeAbility to problem-solve to remove or mitigate potential obstacles before and during the pre-trial processAbility and willingness to travel within the U.S. (including airline travel) is required up to 2 times per year for in-person team and all-company meetingsPreferred Qualifications:AAC Experience, strongly preferredExperience with HubSpot or other CRM platformsExperience in sales and marketing, healthcare industry, or durable medical equipmentWork Environment & Physical DemandsWork is performed remotely from a home office. The individual is expected to maintain a safe, productive workspace with reliable and secure internet access.TravelTravel by air is required up to 2 times per year within the US for in-person team meetings and an all-company meeting.Lingraphica and Pay TransparencyAt Lingraphica, we are committed to fair and equitable compensation practices. The starting salary range for this position is $54,500 to $60,500 per year. We also provide a $3,000 bilingual differential. Placement in the starting pay is based on factors such as experience, skills, education, and internal equity. We regularly review our compensation structures to ensure they align with industry standards, promote fairness, and support career growth. In addition to competitive base pay, we offer a comprehensive benefits package and a commitment to fostering an inclusive and supportive workplace. We encourage open conversations about compensation and are dedicated to maintaining transparency throughout the hiring process.To learn more about Lingraphica, visit:
www.lingraphica.com! To learn more about our benefits offerings, click here!
5 days ago