If you are a dedicated professional who loves what you do, likes having fun at work, and proactively solves challenges, we’d like to hear from you!

Lingraphica is a mission-driven organization who provides speech-generating devices to help improve communication, speech, and quality of life for people with aphasia.  We look for candidates who enjoy working in a fast-paced, goal-oriented environment, and who share our commitment to helping individuals on their aphasia journey.

Purpose: 
The Client Navigator is responsible for guiding clients and their support persons through the consumer-sales process and ensuring a positive customer experience. This position serves as a main point of contact for our customers in the consumer channel.  

Essential Duties & Responsibilities: 

• Screen new clients for AAC device trial appropriateness

• Ensure clients have a complete understanding of the consumer trial process

• Confirm accuracy of all information on patient’s insurances / demographics / diagnoses / specific needs

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

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

• Obtain Prescriptions from physicians in a timely manner

• Identify and screen local speech-language pathologists (SLPs) to conduct AAC evaluations

• Explain expectations and process regarding AAC evaluations to SLPs in the consumer channel

• Educate and manage expectations of new SLPs on devices and trial process / loaner return, etc.

• Follow up on appointments to confirm they occurred

• Follow up on post-device trial / post-sale intervals to ensure all expectations of service and product are being met

• Remain in contact with patients / caregivers throughout the journey

• Ensure documentation of all customer interactions within the company CRM

• Report weekly metrics that support individual and team goals

Other Duties & Responsibilities:  

• Problem-solve to remove any potential obstacles before and during the consumer trial process

• Offer other tools and resources when relevant

• Cultivate long term relationships with SLPs

• Communicate with internal teams (Clinical Documentation Specialists, Clinical Consultants, Reimbursement, Continuing Education, Funding, etc.) throughout process to ensure seamless delivery and coordination of services

• Discern ancillary needs of patient / family and offer connections to supportive services and resources

• Participate in weekly team meetings to identify best practices and contribute to ongoing development of processes in the consumer channel

Education & Experience: 

• Associates degree, preferred

• 1-3 years of patient navigation / patient advocacy experience, health care industry 

Knowledge, Skills & Abilities: 

• Exceptional customer service and a willingness to go above and beyond for our customers

• Effective and professional communication skills

• Strong organizational skills and time management skills

• Ability to manage a large caseload of clients and prioritize tasks daily

• Excellent phone demeanor, strong written and verbal skills

• Proactive / loves to solve problems; both empathetic and professional 

• Basic knowledge of insurance, preferred

• Proficiency with HubSpot, Microsoft Excel/Word, Slack, preferred

• Experience with a Learning Management System (LMS), preferr

Language: Bilingual – Spanish / English, strongly preferred 

Hours: 9 AM - 5 PM, Pacific time zone, strongly preferred  

Work Environment & Physical Demands: 

Incumbent works from home and is expected to maintain a safe, productive work environment with secure internet access. 

Travel:

Travel to our Princeton, NJ office may be required on occasion, up to 4x / year. Occasional travel to national conventions and conferences, within the continental United States (conditional on Covid restrictions) 

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!