Clinical Documentation Specialist (Remote)

Company Description

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

Job Description

Purpose: The Clinical Documentation Specialist, part of the Operations team, is responsible for obtaining all clinical and client paperwork needed to complete the sale and secure the funding of a Speech Generating Device. The role requires consistent communication with Speech Language Pathologists, Clients, Care Providers, and Prescribers. The ideal candidate will have experience with collecting and reviewing medical documentation, customer service, HIPAA (Health Insurance Portability and Accountability), and electronic paperwork filing. 

Essential Duties & Responsibilities 

• Guides Speech Language Pathologists (SLPs) and trains them in using Lingraphica’s Smart Paperwork Portal 
• Assists and provides ongoing guidance and support to SLPs during the paperwork process via email, phone, video conferencing and other communication modalities 
• Guides Care Partners and trains them in using Lingraphica's Self Service User Portal 
• Drives forward movement within the post-trial pipeline, proactively removing barriers and ensuring timely progression 
• Actively monitors pending paperwork to prevent sales delays bottlenecks, escalating when necessary to remain on track 
• Obtains medical records and prescriptions from Prescribers 
• Audits the completed documentation for thorough and accurate information in compliance with medical necessity guidelines to avoid insurance denials that could negatively impact sales output 
• Maintains accuracy of client records within CRM (HubSpot) in alignment with internal processes 
• Develops and maintains relationships with SLPs; leverages relationship-building techniques with medical professionals/prescribers to ensure cases stay on track 
• Establishes rapport and trust with customers (persons with communication challenges {PWCCs} and care providers); obtains information necessary to ensure a successful sale 
• Communicates benefits, eligibility and coverage information for Durable Medical Equipment clearly 
• Maintains diligent organization of documents using Adobe and internal software tools 
• Fully understands the trial procedures and Lingraphica’s products to address questions and concerns and keep the process moving smoothly 
• Accurately and timely documents activities and correspondence using company’s internal software tools  
• Collaborates closely with Sales & Operations teams to ensure alignment, smooth handoffs, and issue resolution across the customer journey 
• Contributes on special projects, as needed, as well as other duties as assigned 
• Tracks individual performance metrics tied to pipeline velocity, turnaround times, conversion rates, and sales goals to adhere to KPIs 
• Demonstrates urgency and ownership in supporting the end-to-end sales process, recognizing timely documentation submission and customer satisfaction as key drivers of revenue 

Qualifications

Knowledge, Skills & Abilities: 

• Proficient in English with strong written and verbal communication skills, required 
• Excellent customer service skills and professionalism 
• Highly organized 
• Ability to interpret medical documentation and determine its adequacy for insurance approval and reimbursement purposes  
• Strong critical thinking and problem-solving skills  
• Effective written and verbal communication skills 
• Ability to effectively handle multiple and shifting priorities 
• Proficiency and comfortability in making and answering numerous phone calls throughout the workday 
• Ability to support cross-functional teams and the ability to understand and translate business issues into actionable solutions 
• Ability to take on new challenges and work outside of one’s comfort zone 
• Ability to resolve issues in a professional and timely manner 
• A team player with overall company goals in mind 
• Ability to maintain proper, courteous, and helpful telephone etiquette 
• Ability to demonstrate sense of urgency and willingness to go above and beyond to complete tasks 
• Ability to comfortably interface with various users across the organization 

Education & Experience 

• High School Diploma, required. 
• Associate’s or Bachelor’s Degree, preferred 
• 1-2 years’ experience in customer service or within the healthcare industry 
• Experie