Job Description

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 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 vetting and commitment 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 

Educate clients and manage expectations of insurance coverage and consumer trial process   

Assist in addressing any non-covered balance through the Financial Assistance process  

Assist in acquiring patient forms (ARPHI, AOB, AOR, clinical notes)  

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