Consumer Support & Referral Manager

Company Description

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.

Job Description

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 

Qualifications

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 virtual