Intake & Engagement Specialist (Bilingual English/Spanish & Remote)

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 needs  

• Develop 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 chat 

• Provide engaging and comprehensive AAC device demos via zoom 

• Offer a world-class customer experience in every interaction consistent with Lingraphica’s core values 

• Demonstrate 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 activities 

• Effectively 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 appropriateness 

• Ensure clients have a complete understanding of the trial process   

• Confirm accuracy of all patient information (insurance, demographics, diagnoses, etc.) 

• Follow up with SLP, client, and/or care parter to get missing information, as needed 

• Maintain 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 data 

• Report weekly metrics that support individual and team goals 

• May conduct other duties as assigned

Minimum Qualifications: 

• Bachelor's Degree in Communication Sciences and Disorders or a related field or equivalent combination of education & experience 
• Proficient in English and Spanish with strong written and verbal communication skills

• 2 years of B2C or B2B customer service experience 

• Proficiency with Microsoft Office and online chat tools 

• Ability to effectively engage customers by offering personalized solutions 

• Curious thinker with a desire to improve existing processes  

• Excellent communication skills (written, verbal and listening) 

• Compassionate / Empathetic 

• Able to deliver a positive customer experience 

• Excellent time management and multi-tasking skills 

• Ability to perform above expectations in a fast paced and dynamic environment 

• Ability to excel while working as a team and independently, with a positive attitude 

• Ability to problem-solve to remove or mitigate potential obstacles before and during the pre-trial process 

• Ability 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 meetings 

Preferred Qualifications: 

• AAC Experience, strongly preferred 

• Experience with HubSpot or other CRM platforms 

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