Client Engagement Coordinator (Bilingual - English/Spanish)

Company Description

Lingraphica is a mission-driven organization who provides speech-generating devices to help improve communication, speech, and quality of life for people with communication impairments. 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

Purpose: The Client Engagement Coordinator will serve as the primary point of contact for customers during the pre-trial phase of the Lingraphica At-Home AAC device trial. This individual is a key player in educating caregivers, individuals with communication disorders, and clinicians on the benefits of Lingraphica’s offerings. CEC efforts will lead to AAC device intake submissions for all existing sales channels and ensure monthly intake goals are met or exceeded. The Client Engagement Coordinator will also be responsible for guiding clients and their support persons through the beginning stages of the consumer-sales process and ensuring a positive customer experience. 

Essential Duties & Responsibilities: 

• Offer a consultative approach to guide prospects and repeat customers to products best aligned with their top communication needs
• Conduct engagement conversations through multiple platforms including inbound calls, outbound calls, email, and online chat 
• Provide engaging AAC device demos to consumers 
• 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 consumer intake goal through engagement activities 
• Complete vetting and commitment calls with clients 
• Screen new clients for At–Home Device Trial appropriateness 
• Ensure clients have a complete understanding of the consumer trial process
• Confirm accuracy of all patient information (insurance, demographics, diagnoses, etc.) 
• Follow up with patient/care-partner to get missing information, as needed 
• Educate clients and manage expectations of insurance coverage and consumer trial process
• Assist in addressing any non-covered balance through the Financial Assistance process
• Assist in acquiring patient forms (ARPHI, AOB, AOR, clinical notes)
• Schedule/reschedule initial training sessions with Clinical Technology Consultants and Technology and Training Specialists 
• Ensure documentation of all customer interactions within the company CRM
• 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 

Qualifications

Knowledge, Skills & Abilities  

• Ability to effectively engage customers by offering personalized solutions 
• Superior product category knowledge 
• 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 
• Teamwork, especially as an expert in getting things done, all with a positive attitude 
• Problem-solve to remove any potential obstacles before and during the consumer trial process 

Education & Experience

• Bachelor's Degree in Communication Sciences and Disorders or a related field (preferred), or equivalent combination of education & experience 
• AAC Experience, strongly preferred 
• 2 years of B2C or B2B customer service experience 
• Proficiency with Microsoft Office and online chat tools 
• Experience with HubSpot or other CRM platforms (preferred) 
• Experience in sales and marketing, healthcare industry, or durable medical equipment (preferred) 
• Bilingual English/Spanish (required) 

Additional Information

Work Environment & Physical Demands

The Client Engagement Coordinator works remotely from their home and is expected to maintain a safe, productive work environment with secure internet access. The ability to operate a computer with or without reasonable accommodation is required.

Travel

Travel is required for the annual company meeting and team off-site, within the continental United States, approximately twice per year.

Accommodations

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.

To learn more about Lingraphica, visit: www.lingraphica.com!

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.