Intake & Engagement Specialist, Bilingual English/Spanish

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 facing communication disorders, and clinicians about Lingraphica's services.

• Direct prospects to products and services that align with their communication requirements.

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

• Align product features and benefits with customers’ functional communication objectives and clinical presentations.

• Convert clinical and product expertise into tailored AAC recommendations.

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

• Provide AAC device demonstrations via Zoom.

• Ensure a world-class customer experience.

• Modify interactions beyond standard scripts to address unique customer needs.

• Contribute to weekly intake targets.

• Cultivate leads and intake opportunities using consultative sales methods and follow-up.

• Assess new customers for trial suitability.

• Clarify the trial process and ensure customers are informed about subsequent steps.

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

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

• Keep precise CRM records while ensuring compliance with HIPAA and data integrity.

• Utilize HubSpot reports to track data trends and offer process and communication suggestions.

• Report weekly metrics that support individual and team objectives.

• Execute other assigned tasks.

⛳️ Requirements

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

• Fluent in English and Spanish with strong written and verbal communication abilities.

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

• Proficiency in Microsoft Office and online chat platforms.

• Skill in effectively engaging customers by providing tailored solutions.

• Inquisitive mindset with a passion for enhancing existing processes.

• Exceptional communication abilities (written, verbal, and listening).

• Compassionate and empathetic demeanor.

• Capable of delivering a positive customer experience.

• Strong time management and multitasking capabilities.

• Ability to exceed expectations in a fast-paced, dynamic environment.

• Competent in performing well both independently and as part of a team, with a positive outlook.

• Proficient in problem-solving to eliminate or mitigate potential challenges 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.

• AAC experience is highly preferred.

• Familiarity with HubSpot or other CRM systems.

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

🏝️ Benefits

• $3,000 bilingual differential.

• Comprehensive benefits package.

• Remote work from a home office.

• Air travel up to 2 times per year within the U.S. for in-person team meetings and an all-company gathering.

• Reasonable accommodations for individuals with disabilities.

• Inclusive and supportive work environment.

• Transparency in compensation and open discussions regarding pay.