Bilingual Intake & Engagement Specialist - Remote

Lingraphicais a mission-driven organization that provides speech-generating devices tohelp improve communication, speech, and quality of life for people with communication impairments. Lingraphicais a leader in augmentative and alternative communication (AAC) technology, helpingpeoplewith aphasia and other speech and language impairments communicate and engage more fully in daily life. Through a combination of innovative devices, software, and services,Lingraphicais focused on improving communication outcomes and supporting individuals, families, and care teams.

Welook for candidates who enjoy working in a fast-paced, goal-oriented environment, and who share our commitment to helping individuals on their communication journey.

About the role:The Intake &Engagement Specialist(IES) willserve 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’sofferings, 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.

TheIES will alsobe 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 Lingraphicaproductsand offerings best aligned with their unique communication needs

Develop andmaintainexpert 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 demosvia zoom

Offer a world-class customer experience in every interaction consistent with Lingraphica’score values

Demonstrate the ability to adapt and think critically beyond established scripts,leveraginga 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 byleveragingengagement 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 thetrialprocess

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

Follow up withSLP, client, and/or care parterto get missing information, as needed

Maintain complete andaccuratedocumentation within CRM systems while ensuring HIPAA compliance and data integrity.

Utilize Hub Spot reports tomonitordata 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 relatedfieldorequivalent 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)

Excellent time management…