Remote AAC Intake & Engagement Specialist

Lingraphica; Princeton (NJ); Remote; USD 55,000 - 67,000; Full time

Job summary

Lingraphica is seeking an Intake & Engagement Specialist to educate caregivers, individuals with communication disorders, and clinicians on AAC solutions. The role serves as the primary pre-intake contact, guiding prospects through trials, scheduling, and ensuring accurate patient information in the CRM.

Remotely based in the U.S., the candidate will cultivate leads, manage a caseload, coordinate with SLPs and families, and travel up to two times annually for in-person meetings.

Qualifications

• Bachelor's Degree in Communication Sciences and Disorders or related field or equivalent combination of education and experience.
• 2 years of B2C or B2B customer service experience.
• Proficiency with Microsoft Office and online chat tools.
• Ability to effectively engage customers with personalized solutions.
• Willingness to travel within the U.S. up to twice a year for in-person meetings.

Responsibilities

• Offer a consultative approach to guide prospects to Lingraphica products and offerings best aligned with their communication needs.
• Develop and maintain expert knowledge of Lingraphica's devices, software, accessories, and product enhancements, matching features to customers' goals.
• Translate clinical and product knowledge into personalized recommendations to support improved communication and quality of life.
• Conduct engagement conversations via inbound/outbound calls, email, Zoom, and online chat.
• Provide engaging system demos via Zoom and ensure a world-class customer experience consistent with Lingraphica’s core values.
• Maintain HIPAA-compliant, complete documentation in the CRM and monitor data trends via reports for process improvement.
• Travel within the U.S. up to 2 times per year for in-person meetings.

Skills

Excellent communication

Customer-focused

Time management

Travel readiness

Education

Bachelor's Degree in Communication Sciences and Disorders

Tools

HubSpot (CRM)

Microsoft Office

Online chat tools

Job description

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.

Job Description

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

Qualifications

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)

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

Additional Information

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 [e-mail] 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. 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.

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.

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