Job Description:
• 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