Intake & Engagement Specialist (Bilingual English/Spanish & Remote)
$54,500–$60,500 year
RemoteUnited States
Job Summary
Conduct consultative engagement conversations via inbound/outbound calls, email, Zoom, and chat to guide prospects to aligned AAC products. Develop expert knowledge of devices and software to match features with clinical presentations, translating this into personalized recommendations for improved communication outcomes. Screen new customers for trial appropriateness, confirm patient information accuracy, and follow up on missing data while maintaining HIPAA-compliant documentation in CRM systems. Nurture leads through strategic follow-up and report weekly metrics to support team goals. Utilize HubSpot reports to monitor trends and provide process recommendations. Travel by air up to twice annually within the U.S. for in-person meetings.
Required Qualifications
- Bachelor's Degree in Communication Sciences and Disorders or a related field or equivalent combination of education & experience
- Proficient in English and Spanish with strong written and verbal communication skills
- 2 years of B2C or B2B customer service experience
- Proficiency with Microsoft Office and online chat tools
- Ability to effectively engage customers by offering personalized solutions
- 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
- Ability to excel while working as a team and independently, with a positive attitude
- Ability to problem-solve to remove or mitigate potential obstacles before and during the pre-trial process
- 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
Desired Qualifications
- AAC Experience, strongly preferred
- Experience with HubSpot or other CRM platforms
- Experience in sales and marketing, healthcare industry, or durable medical equipment
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