Trial Onboarding Specialist

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.

About the role: The Trial Onboarding Specialist serves as the primary point of contact for customers throughout the pre-trial journey. This role combines consultative sales, customer education, and insurance benefits expertise to help individuals, caregivers, and Speech-Language Pathologists understand the value of AAC and how a Lingraphica device can improve communication and quality of life.

The Trial Onboarding Specialist is responsible for demonstrating the value of both the Lingraphica device and the trial experience, accurately reviewing and communicating insurance benefits, and guiding customers into the beginning of their trial journey. By ensuring customers are informed, prepared, and confident, this role creates a seamless transition into the trial phase of the sales pipeline while delivering an exceptional customer experience.

Responsibilities:

• Serve as the primary point of contact for customers throughout the pre-trial journey, providing a seamless, supportive, and personalized experience.
• Guide customers through a consultative sales process that uncovers communication goals, identifies challenges, and recommends the Lingraphica solution best aligned with their unique needs.
• Build customer confidence by demonstrating how Lingraphica's technology can improve communication, independence, participation, and overall quality of life.
• Educate customers, caregivers, and clinicians on the benefits of AAC, the Lingraphica trial process, and available support resources.
• Develop and maintain strong knowledge of Lingraphica's devices, software, accessories, and product enhancements, effectively matching features and benefits to each customer's functional communication goals and clinical presentation
• Inspire customers and care partners to move confidently into a device trial by addressing questions, overcoming objections, and reinforcing the value of the Lingraphica experience.
• 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.
• Screen prospective customers for trial appropriateness and coordinate all activities necessary to prepare them for a successful device trial.
• Communicate verified insurance benefits, eligibility requirements, coverage details, and financial responsibilities with accuracy and empathy.
• Guide customers through insurance and financial assistance options, including collection of required documentation and communication of financial outcomes.
• Coordinate scheduling, collect outstanding information, and proactively remove barriers that could delay trial readiness.
• Confirm the accuracy of customer demographics, insurance information, diagnoses, and required documentation.
• Maintain complete and accurate documentation within CRM systems while ensuring HIPAA compliance and data integrity.
• Monitor customer trends, engagement metrics, and operational performance to identify opportunities for process improvements and enhanced customer outcomes.
• Collaborate closely with cross-functional teams to create a consistent customer experience across the entire sales and clinical journey.
• Perform other duties as assigned.

Minimum Qualifications:

• Bachelor’s degree or equivalent combination of education and experience
• Two (2)+ years of experience in consultative sales, customer service, healthcare, insurance, sales support, or a related customer-facing role.
• Demonstrated ability to build trust with customers and communicate the value of products or services through consultative conversations.
• Strong presentation, communication, and active listening skills with the ability to tailor messaging to individual customer needs.
• Experience using CRM systems such as Hubspot and Microsoft Office.
• Strong organizational skills with the ability to prioritize multiple responsibilities in a fast-paced environment.
• Ability to explain insurance and financial information clearly and compassionately.

Preferred Qualifications:

• Experience in healthcare, rehabilitation, insurance, or DME.
• Experience with HubSpot CRM
• AAC experience

Work Environment & Physical Demands

Work is performed remotely from a home office. The individual is expected to maintain a safe, productive workspace with reliable and secure internet access.

This role requires the ability to operate a computer, communicate verbally, and participate in virtual meetings with or without reasonable accommodation.

Travel

Ability and willingness to travel within the U.S. (including airline travel) is required up to 2 times per year for in-person team and all-company meetings

Accommodations

At Lingraphica, we are committed to creating an inclusive and accessible environment for all employees. To perform this job successfully, an individual must be able to complete each essential duty and physical demand. The requirements listed above represent the knowledge, skills, and abilities required, as well as the physical demands associated with the role. We recognize that everyone’s needs are unique, and we are happy to provide reasonable accommodations to support individuals with disabilities in performing the essential functions of the job.

If you require an accommodation, please reach out to Human Resources at [email protected] for assistance. We are here to help!

Lingraphica and Pay Transparency

At Lingraphica, we are committed to fair and equitable compensation practices. The full salary range for this position is $54,500 (minimum) to $66,500 (maximum) per year. A $3,000 bilingual differential is provided when applicable. Placement in the range is based on factors such as experience, skills, education, and internal equity. We regularly review our compensation structures to ensure they align with industry standards, promote fairness, and support career growth. In addition to competitive base pay, we offer a comprehensive benefits package and a commitment to fostering an inclusive and supportive workplace. We encourage open conversations about compensation and are dedicated to maintaining transparency throughout the hiring process.

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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.