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 challenges, and clinicians about Lingraphica's products

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

• Maintain in-depth knowledge of devices, software, accessories, and product upgrades

• Convert clinical and product expertise into tailored AAC recommendations

• Engage in conversation through inbound and outbound calls, emails, Zoom, and online chat

• Provide thorough AAC device demonstrations via Zoom

• Ensure a premier customer experience

• Modify interactions beyond predefined scripts using product and clinical insights

• Contribute to weekly intake targets

• Cultivate leads and intake opportunities utilizing consultative sales techniques and follow-up

• Assess new customers for trial suitability

• Clarify the trial process and subsequent steps

• Verify patient details, including insurance, demographics, and diagnoses

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

• Keep accurate CRM records, ensure HIPAA compliance, and maintain data integrity

• Utilize HubSpot reports to identify trends and propose improvements in processes and communication

• Report weekly metrics that align with individual and team objectives

• Execute additional responsibilities as assigned

⛳️ Requirements

• Bachelor's Degree in Communication Sciences and Disorders or a related discipline, or a comparable combination of education and experience

• Minimum of 2 years in B2C or B2B customer service roles

• Proficient in Microsoft Office and online chat applications

• Skilled in engaging customers with tailored solutions

• Outstanding written, verbal, and listening communication abilities

• Kind and understanding demeanor

• Capacity to provide a positive customer experience

• Strong time management and multitasking skills

• Capability to exceed expectations in a fast-paced, evolving environment

• Ability to work effectively both independently and collaboratively

• Strong problem-solving skills to navigate challenges during the pre-trial phase

• Willingness to travel within the U.S., including air travel, up to 2 times per year

• Reliable and secure internet connection for home office use

• Competence in operating a computer, communicating verbally, and participating in virtual meetings

• Prior experience with AAC is highly preferred

• Familiarity with HubSpot or other CRM systems is preferred

• Experience in sales and marketing, healthcare, or durable medical equipment is advantageous

• Authorization to work in the U.S. is required

🏝️ Benefits

• $3,000 bilingual differential when applicable

• Comprehensive benefits package

• Remote work from a home office

• Reasonable accommodations available for individuals with disabilities

• Inclusive and supportive work environment

• Support for career advancement

• In-person team and all-company meetings, with travel expenses covered as needed