Clinical Engagement Specialist

4 days ago

Princeton, United States Lingraphica Full time
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 communccation journey.

Job Description

Purpose: The Clinical Engagement Specialist utilizes their clinical background to educate care partners, individuals with communication challenges, and clinicians on the benefits of Lingraphica's offerings. CES efforts will lead to AAC device intake submissions for all existing sales channels and ensure monthly intake goals are met or exceeded. This individual is the team's frontline clinical-focused subject matter expert (SME) and is expected to coach and guide team members to confidently and accurately represent LG's products and their benefits related to various medical and speech diagnoses. This role is also responsible for monitoring frontline key performance indicators (KPIs) and offering optimizations to improve the delivery of service and engagement tactics.

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
  • Deliver high-touch engagement through multiple platforms including inbound calls, outbound calls, email, and online chat
  • 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.

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 proporcionar al gobierno federal la informacin de su Formulario I-9 para confirmar que usted est autorizado para trabajar en los EE. UU.

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