Clinical Engagement Specialist - Princeton, United States - Lingraphica

Lingraphica

Verified Company

Princeton, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

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 clinicalfocused 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 worldclass 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 crossfunctional 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 worldclass 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 followup

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 multitasking 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.