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 enjoyworking in a fast-paced, goal-oriented environment, and who share our commitment to helping individuals on their communication journey.

About the role:TheIntake &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 ofLingraphica’sofferings, requiring in-depth knowledge of how our offerings align with various medical and speech diagnoses.Intake & Engagement Specialistefforts will lead to AAC device intake submissions and ensure monthly intake goals are met or exceeded.TheIES will alsobe responsible forensuring 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 guideprospects (SLPs, patients, and caregivers)toLingraphicaproductsand offeringsbest aligned with theirunique communicationneeds

• 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 withLingraphica’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 newcustomers for trialappropriateness

• Ensureclients 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

• Maintaincomplete andaccuratedocumentation within CRM systems while ensuring HIPAA compliance and data integrity.

• Utilize HubSpot 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 Sciencesand Disorders or a relatedfieldorequivalent combination of education & experience

• 2 years of B2C or B2B customer service experience

• Proficiencywith 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 toproblem-solve to removeor mitigatepotential obstacles before and during thepre-trial process

• Ability and willingness to travel within the U.S. (including airline travel) isrequiredup 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

Work Environment & Physical Demands

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

This role requires the ability tooperatea computer, communicate verbally, andparticipatein virtual meetings with or without reasonable accommodation.

Travel

Ability and willingness to travel within the U.S. (including airline travel) isrequiredup 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 everyone’s 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 requirean accommodation, please reach out to Human Resourcesatfor 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 $54,500 (minimum) to $66,500 (maximum) per year. A $3,000 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 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.

To learn more about Lingraphica, visit:www.lingraphica.com!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 proporcionar al gobierno federal la informacin de su Formulario I-9 para confirmar que usted est autorizado para trabajar en los EE. UU.