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.

REQUIRED to work 9:00 AM - 5:00 PM PST (Pacific Time Zone) remotely from home.

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
• Report benefits and funding options to clients
• 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 goal

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 the 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

• Must work 9 - 5 PM PST (Pacific time), Mon. - Fri., REQUIRED
• Basic understanding of insurance policies and benefits, preferred
• 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; empathetic and mature
• Proficiency with HubSpot, Microsoft Excel/Word, Slack, preferred
• Experience with a Learning Management System (LMS), 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 ability 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!