Intake & Engagement Specialist
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Job Description
Intake specialist guiding caregivers, patients, and clinicians through Lingraphica's AAC device pre-intake process. Conducting consultations, demos, trial screening, and CRM documentation.
Responsibilities:
- Serve as the primary point of contact for customers during the pre-intake stage
- Educate caregivers, individuals with communication disorders, and clinicians on Lingraphica's offerings
- Guide SLPs, patients, and caregivers toward products aligned with their communication needs
- Maintain expert knowledge of devices, software, accessories, and product enhancements
- Translate clinical and product knowledge into personalized AAC recommendations
- Conduct inbound and outbound calls, email, Zoom, and online chat engagements
- Provide comprehensive AAC device demonstrations via Zoom
- Deliver a world-class customer experience consistent with Lingraphica's core values
- Tailor interactions creatively to customers' unique needs and communication disorders
- Contribute to weekly projected intake goals through engagement activities
- Nurture leads and intake opportunities using engagement and consultative sales strategies
- Screen new customers for trial appropriateness
- Explain the trial process and next steps
- Confirm accuracy of insurance, demographic, diagnosis, and other patient information
- Follow up with SLPs, clients, and/or care partners to obtain missing information
- Maintain accurate CRM documentation while ensuring HIPAA compliance and data integrity
- Use HubSpot reports to monitor data trends and recommend process and communication improvements
- Report weekly metrics supporting individual and team goals
- Perform other duties as assigned
Requirements:
- Bachelor's Degree in Communication Sciences and Disorders or a related field or equivalent combination of education & experience
- 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
- Excellent written, verbal, and listening communication skills
- Compassionate / Empathetic
- Excellent time management and multi-tasking skills
- Ability to perform above expectations in a fast paced and dynamic environment
- Ability to work effectively as part of 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) 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 strongly preferred
- Experience with HubSpot or other CRM platforms preferred
- Experience in sales and marketing, healthcare industry, or durable medical equipment 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
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