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

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

Lingraphica is a mission-driven organization that provides speech-generating devices to help improve communication, speech, and quality of life for people with communication impairments. Lingraphica is a leader in augmentative and alternative communication (AAC) technology, helping people with aphasia and other speech and language impairments communicate and engage more fully in daily life. Through a combination of innovative devices, software, and services, Lingraphica is focused on improving communication outcomes and supporting individuals, families, and care teams. We look for candidates who enjoy working in a fast-paced, goal-oriented environment, and who share our commitment to helping individuals on their communication journey.

Job Description

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

Qualifications

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

Additional Information

Work is performed remotely from a home office. The individual is expected to maintain a safe, productive workspace with reliable and secure internet access.

Travel by air is required up to 2 times per year within the US for in-person team meetings and an all-company meeting.

To perform this job successfully, an individual must be able to perform each essential duty and physical demand satisfactorily. The requirements listed above are representative of the knowledge, skills, and/or abilities and physical demands required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

If you require an accommodation, please reach out to Human Resources at View email address on click.appcast.io for assistance. We are here to help!

At Lingraphica, we are committed to fair and equitable compensation practices. The starting salary range for this position is $54,500 to $60,500 per year. We also provide a $3,000 bilingual differential. Placement in the starting pay is based on factors such as experience, skills, education, and internal equity. We regularly review our compensation structures to ensure they align with industry standards, promote fairness, and support career growth. In addition to competitive base pay, we offer a comprehensive benefits package and a commitment to fostering an inclusive and supportive workplace. We encourage open conversations about compensation and are dedicated to maintaining transparency throughout the hiring process.