Lingraphica is a mission-driven organization that provides speech-generating devices to help improve communication, speech, and quality of life for people with communication impairments. Lingraphica is a leader in augmentative and alternative communication (AAC) technology, helping people with aphasia and other speech and language impairments communicate and engage more fully in daily life. Through a combination of innovative devices, software, and services, Lingraphica is focused on improving communication outcomes and supporting individuals, families, and care teams. 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.
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 and comprehensive 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 trial coordination 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
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
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 (preferred)
Work Environment & Physical Demands
The incumbent 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
Not required for a temporary role.
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
