Intake & Engagement Specialist (Bilingual English/Spanish & Remote)

Lingraphica; Princeton (NJ); Remote; USD 55,000 - 61,000; Full time

Benefits offered by this job

Remote work

Bilingual differential

Competitive pay

Job summary

Lingraphica is seeking an Intake & Engagement Specialist (Bilingual English/Spanish) to educate caregivers, patients, and clinicians about AAC solutions and guide them through the pre-intake process. This remote, full-time role focuses on achieving monthly intake goals while delivering a high-quality customer experience.

You will build expertise on Lingraphica devices, manage engagements via phone, email, Zoom, and chat, and ensure accurate patient information in our CRM, all while complying

Qualifications

• Bachelor's Degree in Communication Sciences and Disorders or related field or equivalent 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.

Responsibilities

• Guide prospects (SLPs, patients, caregivers) to Lingraphica products best aligned with their needs.
• Maintain expertise on Lingraphica devices, software, and product enhancements and match features to customer goals.
• Translate clinical knowledge into personalized recommendations for AAC solutions.
• Conduct engagement conversations via calls, email, Zoom, and chat.
• Provide AAC demos via Zoom and ensure a world-class customer experience.

Skills

Bilingual English/Spanish

Customer service

Communication

CRM tools

Microsoft Office

Education

Bachelor's Degree in Communication Sciences and Disorders

Tools

HubSpot

Job description

Intake & Engagement Specialist (Bilingual English/Spanish & Remote)

• Full-time

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

• Proficient in English and Spanish with strong written and verbal communication skills

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)

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 performedremotelyfrom a home office. The individual is expected tomaintaina safe, productive workspace with reliable and secure internet access.

Travel
Travel by air isrequiredupto2 times per year within the US for in-person team meetings and an all-companymeeting.

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/orabilitiesand physical demands required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

If you requirean accommodation, please reach out to Human Resourcesat [emailprotected] for assistance. We are here to help!

Lingraphica and Pay Transparency

At Lingraphica, we are committed to fair and equitable compensation practices. The starting salary range for this position is $54,500 to $60,500 per year. We also provide a $3,000 bilingual differential.Placement in the starting pay 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.

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.