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Clinical Engagement Specialist

4 months ago

Princeton, United States Lingraphica Full time

**Company Description**

**Clinical Essential Duties & Responsibilities**:

- Liaise and collaborate with the Consumer Sales Team, as well as other departments to improve customer experience for all our target audiences, with a focus primarily on individuals with communication impairments and care partners
- Assist with developing clinical-focused training materials appropriate for frontline readiness
- Provide clinical trainings to new frontline members
- Mentor and coach new and junior level Customer Engagement Specialists to ensure their work is consistent with documented team procedures
- Manage and optimize engagement communication templates to better serve individuals with communication impairments and care partners
- Offer continuing education training as needed on areas of expertise
- Provide clinical guidance and collaborate with department manager as needed to support all department functions

**Non-Clinical Essential Duties & Responsibilities**:

- Offer a consultative approach to guide prospects and repeat customers to products best aligned with their top communication needs
- Provide engaging AAC device demos to consumers
- Develop new and maintain existing customer relationships by providing a world-class customer experience
- Strong passion for education as well as providing internal and external trainings
- Utilize HubSpot reports to monitor data trends and provide process and communication recommendations based on the data
- Contribute to weekly projected consumer intake goal through engagement activities
- Collaborate with cross-functional departments such as reimbursement, funding, and product development to improve and accurately communicate device trial expectations
- Confidently triage customer communication goals and issues
- Keep abreast on current reimbursement trends as well as internal/external financial programs that will assist prospects to move forward with AAC device trials
- Offer a world-class customer experience in every interaction consistent with Lingraphica’s core values
- Coordinate with Digital Marketing and Consumer Marketing Manager to provide feedback on existing content and make recommendations for new content consistent with frontline needs.
- Manage frontline activities using a ticket system to document issues, opportunities, and “transfers” to departments for follow-up

**Qualifications** Education & Experience**
- Speech language pathologist assistant (SLPA) certification or 100+ hours of clinical field work, required
- AAC Experience, strongly preferred
- 2 years providing customer service, required
- 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)

**Knowledge, Skills & Abilities**
- Demonstrates continued growth in effective frontline and team management by taking courses in areas such as but not limited to data analysis, leadership skills and coaching.
- 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

**Additional Information** Work Environment & Physical Demands**

The Clinical Engagement Specialist 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.

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.