Client Referral Specialist

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 Client Referral Specialist plays a crucial role in enhancing the process of client evaluations following Lingraphica’s At-Home Trial. This role involves coordinating with Speech-Language Pathologists (SLPs), physicians and clients in preparation for AAC evaluations.  

Essential Duties & Responsibilities: 

• Actively seek out and establish connections with qualified SLPs to participate in the evaluation of clients who have completed an At-Home Trial. 
• Clearly articulate the At Home Trial process to SLPs and companies, and schedule necessary training sessions to prepare them for receiving referrals and conducting evaluations. 
• Manage and confirm SLP availability and arrangements for clients who will be working with an SLP during their evaluation process. 
• Facilitate and coordinate clinical discussions between the Clinical Technology Consultant (CTC) and SLPs to ensure smooth and effective communication. 
• Develop and nurture long-term professional relationships with SLPs, including scheduling ongoing training and support to foster continuous collaboration. 
• Oversee and ensure that SLPs are well-prepared for evaluations, including understanding device functionalities, trial stipulations, and insurance requirements for recommendations.  
• Prepare and distribute (email or fax) speech therapy referral packets to speech therapy clinics and practices, ensuring timely processing. 
• Assist in scheduling and rescheduling speech therapy evaluations with external providers and clients as needed. 
• Send training notes related to AAC devices to SLPs and respond to any questions they may have regarding the trial process, client details, device equipment, and training requirements. 
• Coordinate SLP loaner equipment including requesting shipment, routine device check-ins and recall.  
• Collect and verify client forms to ensure all paperwork is complete and correct in preparation for the evaluation stage. 

Other Duties and Responsibilities 

• Ensure documentation of all customer interactions within the company CRM   
• Utilize HubSpot reports to monitor data trends and provide process and communication recommendations based on the data 
• Report weekly metrics that support individual and team goals 
• Collaborate with internal department teams and cross-functional teams throughout the process to ensure seamless service delivery and coordination 
• Participate in weekly team meetings to identify best practices and contribute to ongoing development of processes in the consumer channel  

Qualifications

Knowledge, Skills & Abilities  

• Proven experience in a role involving coordination and relationship management, preferably in a clinical or healthcare setting 
• Strong understanding of speech therapy practices and evaluation processes 
• Excellent communication and interpersonal skills to effectively engage with SLPs and other stakeholders 
• Excellent phone demeanor, strong written and verbal skills 
• Familiarity with AAC devices and their functionalities, preferred 
• Basic understanding of insurance policies and benefits, preferred   
• Proficiency with HubSpot, Microsoft Excel/Word, Slack, preferred  

Education & Experience  

• Associate’s degree, preferred   
• 1-3 years of patient navigation / patient advocacy experience within the health care industry  

Additional Information

Work Environment & Physical Demands  

The Client Referral Specialist works remotely from their home and is expected to maintain a safe, productive work environment with secure internet access.  The ability to operate a computer with or without reasonable accommodation is required.    

Travel  

Travel is required for the annual company meeting and team off-site, within the continental United States, approximately twice per year.     

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