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 Consumer Support and Referral Manager is responsible for the daily operations of the Consumer Support and Referral Team and meeting its quarterly and annual goals of the Sales function. This role manages a cross-functional team that works directly with customers trialing a communication device, as well as healthcare professionals (SLPs, NPs, MDs, Nurses) and ensures the best possible customer experience. This is a clinical position that requires working with persons with complex communication needs, support persons, speech-language pathologists (SLPs), and other related professionals. The role entails applying clinical expertise to facilitate decision making in the implementation of AAC. 

Essential Duties & Responsibilities: 

Working closely with the Senior Consumer Sales Manager, the CSRM is responsible for the daily operations of their team, overseeing the sales process from customer vetting and onboarding to obtaining RXs and scheduling evaluations with third-party SLPs. This role also works closely with other department managers to ensure timely movement of deals through the pipeline to ensure a steady stream of consumer sales.  

The CSRM is responsible for establishing best practices within the consumer sales process related to the processes of vetting, committing and evaluation. This includes effective prospect onboarding, setting customer expectations, creating an optimal device trial/evaluation experience, and efficient handoffs between teams. The CSRM monitors key performance indicators (KPIs) — such as aging reports, cycle times, and closed-lost ratios — facilitates team issue discussions and takes immediate corrective action. 

The CSRM is responsible for building, training, and nurturing a network of SLPs and SLP companies to provide AAC evaluations for customers completing the At-Home Device Trial. This position serves as a main point of contact for all external SLPs and organizations who provide Lingraphica AAC Consumer evaluations. 

Other Duties & Responsibilities: 

• Manage multiple projects at once while maintaining Lingraphica’s commitment to quality 
• Work across teams, departments, and functions to ensure results 
• Streamline consumer experience from vetting and commitment through evaluation.  
• Collaborate with Consumer Sales Managers to assess effectiveness and efficiency of processes to adjust as needed for client and team benefit.  
• Directly manages Client Navigator and Clinical Support Specialist; provides coaching, mentoring and develop of department personnel 
• Foster relationships with customers (clients, support persons, SLPs) 
• Hold regular team meetings to identify best practices and contribute to ongoing development of processes in consumer business 
• Host meetings with external evaluating SLP companies to manage relationships and referrals 
• Grow evaluation referral relationships with large SLP companies (focus on telehealth) 
• Expand SLP network with identifying, screening, and training while also keeping current network trained and current in our processes 
• Grow Lingraphica’s network of tele-health speech-language pathologists 
• Continue to build and nurture existing network of in-person and tele-health speech-language pathologists 
• Identify, screen and train local speech-language pathologists (SLPs) to conduct in-person AAC evaluations  
• Manage loaner devices provided to SLPs  
• Ensure documentation of all SLP and consumer interactions within the company CRM   
• Report weekly metrics that support individual and team goals 

Knowledge, Skills & Abilities 

• Strong networking skills, persistence, and ability to easily navigate the healthcare system 
• Understanding of the role of the speech-language pathologist in treating and caring for persons with complex communication needs. 
• Experience providing training and support to speech-language pathologists 
• 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 
• Experience with Lingraphica technologies including SmallTalk apps, TalkPath Therapy, TalkPathNews, and communication device, strongly preferred 
• Proficiency with Zoom and comfort providing training and support virtually. 
• Proficiency with HubSpot, Microsoft Excel/Word, Slack, preferred 
• Experience with a Learning Management System (LMS), preferred   

Education & Experience 

Formal Education: 

• Masters in Speech Language Pathology, required  
• SLP license and CCCs  

Clinical Experience: 

• 4+ years clinical experience in speech pathology  
• AAC experience, required  
• Tele-practice experience, required  

Continuing Education:

• Internal compliance of insurance/reimbursement regulations  
• CEUs, as needed to retain SLP license  
• Awareness of latest advances in AAC industry including new disease 
• states/diagnoses and treatment options for patients with aphasia, apraxia and dysarthria

Work Environment & Physical Demands: 

• This role is a remote position, and the employee can work from home anywhere in the United States.  Incumbent is expected to maintain a safe, productive work environment with secure internet access. Must be able to operate a computer with or without a reasonable accommodation.  

Travel Requirements: 

• Travel to Lingraphica’s home office and to cities within the continental United States for company related meetings and conferences may be required up to four (4) times per year.  Employees must be fully COVID-19 vaccinated to participate in in-person meetings and events, however an accommodation request for 100% remote work is available. 

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!

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.