Intake & Engagement Specialist (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 Lingraphicas 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 Lingraphicas devices software accessories and product enhancements effectively matching features and benefits to each customers 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 Lingraphicas 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 

• Ensureclients have a complete understanding of thetrial 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: 

• Bachelors 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 

• 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 Environment & Physical Demands 

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

This role requires the ability to operate a computer communicate verbally and participate in virtual meetings with or without reasonable accommodation. 

Travel 

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 

Accommodations 

At Lingraphica we are committed to creating an inclusive and accessible environment for all employees. To perform this job successfully an individual must be able to complete each essential duty and physical demand. The requirements listed above represent the knowledge skills and abilitiesrequired as well as the physical demands associated with the role. We recognize that everyones needs are unique and we are happy to provide reasonable accommodations to support individuals with disabilities in performing the essential functions of the job. 

If you require an accommodation please reach out to Human Resources at  for assistance. We are here to help! 

Lingraphica and Pay Transparency  

At Lingraphica we are committed to fair and equitable compensation practices. The full salary range for this position is $54500 (minimum) to $66500 (maximum) per year. A $3000 bilingual differential is provided when applicable. Placement in the range 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 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. 

To learn more about Lingraphica visit: ! To learn more about our benefits offerings click here!

This Organization Participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. 

Este empleador participa en E-Verify y proporcionará al gobierno federal la información de su Formulario I-9 para confirmar que usted está autorizado para trabajar en los EE. UU.

Remote Work :

Yes

Employment Type :

Full-time