Intake & Engagement Specialist

This is a fully remote position, open to applicants in New Jersey.

📋 Description

• Act as the main point of contact for customers during the pre-intake phase

• Inform caregivers, individuals with communication disorders, and clinicians about Lingraphica's products and services

• Assist SLPs, patients, and caregivers in selecting products that meet their communication requirements

• Maintain comprehensive knowledge of devices, software, accessories, and product updates

• Convert clinical and product knowledge into customized AAC recommendations

• Engage in inbound and outbound calls, email, Zoom, and online chat interactions

• Provide thorough AAC device demonstrations via Zoom

• Ensure a world-class customer experience that aligns with Lingraphica's core values

• Adapt interactions creatively to cater to customers' specific needs and communication disorders

• Contribute to weekly anticipated intake goals through engagement activities

• Cultivate leads and intake opportunities using engagement and consultative sales techniques

• Evaluate new customers for trial suitability

• Clarify the trial process and subsequent steps

• Verify the accuracy of insurance, demographic, diagnosis, and other patient data

• Follow up with SLPs, clients, and/or care partners to gather any missing information

• Keep precise CRM documentation while ensuring HIPAA compliance and data integrity

• Utilize HubSpot reports to analyze data trends and suggest process and communication enhancements

• Report weekly metrics that support both individual and team objectives

• Perform additional duties as assigned

⛳️ Requirements

• Bachelor's Degree in Communication Sciences and Disorders or a related field, or an equivalent combination of education and experience

• 2 years of experience in B2C or B2B customer service

• Proficient in Microsoft Office and online chat tools

• Capability to effectively engage customers by providing personalized solutions

• Exceptional written, verbal, and listening communication abilities

• Compassionate and empathetic demeanor

• Strong time management and multitasking skills

• Capacity to exceed expectations in a fast-paced and dynamic working environment

• Ability to work effectively both independently and as part of a team, while maintaining a positive attitude

• Problem-solving skills to eliminate or reduce potential obstacles before and during the pre-trial process

• Willingness to travel within the U.S. (including airline travel) up to 2 times per year for in-person team and all-company meetings

• Reliable and secure internet access for a home office

• AAC experience is strongly preferred

• Familiarity with HubSpot or other CRM platforms is preferred

• Experience in sales and marketing, the healthcare industry, or durable medical equipment is preferred

• Must be authorized to work in the U.S.; employer participates in E-Verify

🏝️ Benefits

• $3,000 bilingual differential when applicable

• Comprehensive benefits package

• Remote work from a home office

• Reasonable accommodations for individuals with disabilities

• Inclusive and supportive workplace

• In-person team and all-company meetings, up to 2 times per year