Job Description

Purpose: The Clinical Documentation Specialist is a member of the Operations team and is responsible for obtaining all necessary clinical and client paperwork required to secure 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 guidance and support to SLPs during the paperwork process via email, phone or video conferencing 
• Obtains recommendation paperwork from the Speech Language Pathologist (SLP) and Client Authorization forms in a timely manner 
• Obtains medical records and prescriptions from Prescribers. 
• Reviews the completed documentation for thorough and accurate information in adherence to medical necessity guidelines 
• Develops and maintains relationships with SLPs; develops rapport with medical professionals/prescribers 
• 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 trial activities and correspondence using company’s internal software tools  
• Follows sales process for successful handoffs of deals to other teams 
• Contributes on special projects, as needed, as well as other duties as assigned 

Qualifications

Knowledge, Skills & Abilities: 

• Highly organized 
• Excellent customer service skills and professionalism 
• 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 or GED, required. 
• Associate’s or Bachelor’s Degree, preferred 
• 1-2 years’ experience in customer service or within the healthcare industry 
• Experience with Adobe, Microsoft Suite, HubSpot (or other CRM), cloud-based phone systems, video meetings (such as Zoom), & instant messaging systems (such as Slack), preferred. 

See more jobs at Lingraphica

Apply for this job

Job Description

Purpose: A Software Engineer at Lingraphica is responsible for coding, debugging and testing software built by their team. This role requires the ability to work independently and make design decisions within the scope of the immediate tasks. A Software Engineer specializes in multiple technology stacks deployed by their team and will be working on various microservices to support internal business needs.  

As a member of the Systems Engineering group, the Software Engineer focuses on building services and applications for our employees by integrating our systems (CRM, LMS, Billing, Shipping, Inventory, etc.) and automating internal workflows.  

Essential duties and responsibilities 

• Actively contributes to the SCRUM team deliverables for each sprint by coding, testing and documenting the work 
• Collaborates with team to keep our automated test suites up to date 
• Resolves production issues as secondary line of support 
• Identify code changes needed to existing/legacy code base to Jira backlog for code evaluation, refactoring, and/or deprecation 
• Coordinates with the product owner to refine requirements 
• Coordinates with the other members of the team to identify issues and recommend solutions 
• Learns new technologies and better ways to do things and brings them to the team 

Qualifications

Education & Experience 

• B.S. in Computer Science or related field 
• 3+ years of total experience as a software engineer 
• 1+ years of experience in building web applications 
• Experience working with AWS services like Lambda, API gateway, S3, RDS and Dynamo DB 
• 1 year experience with Python, PHP, Trellis, WordPress, required 
• Experience with REST API development and Postman testing 
• Experience with agile development methodologies such as SCRUM or Kanban, preferred 
• Experience with the Serverless Framework is a plus 
• Experience and interest in managing agile projects is a plus 
• Excellent written and verbal communication skills 
• The ability to work well independently and as part of a team. 
• Detail-oriented, with excellent analytical, technical and problem-solving skills. 

See more jobs at Lingraphica

Apply for this job

Job Description

Purpose: The Reimbursement Specialist – Collector is responsible for ensuring the timely and accurate follow-up on all claims, maintaining effective communication with payors, patients, and caregivers as necessary. This role also involves cross-training with team members to provide support in additional billing and payment posting functions as required. 

Essential Duties & Responsibilities: 

• Manage the collection of outstanding balances from both insurance companies and patients 
• Conduct timely follow-up on all submitted claims to ensure prompt resolution 
• Review and correct rejected claims as necessary, ensuring accurate and timely resubmission to maximize reimbursement 
• Identify, document, and address claims/billing errors, denials, and rejections 
• Analyze claim denials and rejections to identify root causes and implement strategies to prevent future occurrences 
• Collaborate with internal departments to address systemic issues leading to denials 
• Appeal denied and short-paid claims to maximize reimbursement  
• Establish and manage patient payment plans as necessary 
• Initiate contact with customers and insurance companies via phone or mail to facilitate payments and resolve account issues 
• Monitor and manage Accounts Receivable  
• Assist in the preparation of documentation for audits and ensure adherence to regulatory requirements 
• Maintain up-to-date knowledge of insurance policies, billing regulations, and compliance standards 
• Uphold confidentiality and adhere to HIPAA standards for handling Protected Health Information (PHI) 
• Perform additional duties as assigned to support the overall function of the reimbursement department 

Qualifications

Knowledge, Skills & Abilities 

• Attention to detail, organization and problem-solving skills, persistence, and flexibility 
• Knowledge of Medicare, Medicaid and Commercial regulations 
• Computer skills including use of Excel, Outlook, preferred 
• Exposure to HubSpot or other CRM, preferred 
• Excellent and effective communication 
• Ability to effectively handle multiple and shifting priorities 

Education & Experience 

• High School Diploma or equivalent, required  
• 1 – 3 years in medical reimbursement and DME experience, preferred  
• Exposure to billing and collections, preferred  
• Experience using medical billing software such as ADSC, preferred  

See more jobs at Lingraphica

Apply for this job

Job Description

Purpose: The Technology and Training Specialist is responsible for ensuring that every customer who trials one of our devices has the best possible experience. This position will interact in all Consumer Business pipeline trials and will include initial device set-up, weekly device training sessions, and preparing customers for independent use with their device.  This role will be in partnership with the clinical teams that will support and be part of the customer's journey to obtain a device. 

Essential Duties & Responsibilities: 

• Conduct the device set up and basic training with all customers (via Zoom) 
• Host weekly one on one device training sessions with clients and care partners 
• Evaluate basic device competencies (follow instructions, physical responses, patient needs) required for clinical evaluation.   
• Provide basic technical support to customers and teammates, as needed 
• Work closely with the clinical team and clients to customize devices based on the client’s functional communication needs. 
• Obtain clinical information, as needed, and with the help of our internal engagement and referral teams. 
• Document all customer interactions in our customer relationship management (CRM) system  
• Provide continuous feedback to all Consumer Business Team members to ensure smooth transitions across the customer life cycle 
• Ensure customers are trained and ready for independent device usage 

Other Duties & Responsibilities:  

• Establish rapport with our Consumer Business customers (PWCCs & care-partners) and ensure the best possible experience 
• Maintain company standards for CRM procedures  
• Assist other members of the Consumer Business Team, as needed 
• Collect and report on key metrics within the Consumer Business Team  
• Work with others within the Consumer Business team for additional opportunities for customer engagement 

Qualifications

Knowledge, Skills & Abilities 

• Bilingual – English/Spanish - ability to read, write, and speak fluently in both languages, required 
• Understand what it means to deliver a superior customer experience  
• Strong communication skills via phone, text, email 
• Always maintain a calm and professional demeanor when dealing with customers  
• The ability to identify the needs of customers and offer meaningful and timely information in response  
• Proactively report trends and customer feedback, and recommend/implement creative solutions  
• Strong communication skills with both external customers and internal departments  
• Workload flexibility, open to change, and the ability to prioritize tasks  
• Strong time management skills with ability to schedule and reschedule utilizing internal tools 
• Ability to work together with persons with disabilities  
• Proficiency with HubSpot, Microsoft Excel/Word, Zoom, Preferred 

Education & Experience 

• Bachelor's Degree; or some college coursework preferred, or equivalent combination of education and experience  
• 1-3 years of customer service or technical support experience, preferably in the field of healthcare.  

See more jobs at Lingraphica

Apply for this job

Job Description

Purpose: The Client Engagement Coordinator will serve as the primary point of contact for customers during the pre-trial phase of the Lingraphica At-Home AAC device trial. This individual is a key player in educating caregivers, individuals with communication disorders, and clinicians on the benefits of Lingraphica’s offerings. CEC efforts will lead to AAC device intake submissions for all existing sales channels and ensure monthly intake goals are met or exceeded. The Client Engagement Coordinator will also be responsible for guiding clients and their support persons through the beginning stages of the consumer-sales process and ensuring a positive customer experience. 

Essential Duties & Responsibilities: 

• Offer a consultative approach to guide prospects and repeat customers to products best aligned with their top communication needs  
• Conduct engagement conversations through multiple platforms including inbound calls, outbound calls, email, and online chat 
• Provide engaging AAC device demos to consumers 
• Offer a world-class customer experience in every interaction consistent with Lingraphica’s core values 
• Demonstrate the ability to adapt and think critically beyond established scripts, leveraging a deep understanding of our products and their applications across various communication disorders. Exhibit creativity and flexibility in tailoring interactions to meet the unique needs of each customer. 
• Contribute to weekly projected consumer intake goal through engagement activities 
• Complete vetting and commitment calls with clients 
• Screen new clients for At–Home Device Trial appropriateness 
• Ensure clients have a complete understanding of the consumer trial process   
• Confirm accuracy of all patient information (insurance, demographics, diagnoses, etc.) 
• Follow up with patient/care-partner to get missing information, as needed 
• Educate clients and manage expectations of insurance coverage and consumer trial process   
• Assist in addressing any non-covered balance through the Financial Assistance process  
• Assist in acquiring patient forms (ARPHI, AOB, AOR, clinical notes)  
• Schedule/reschedule initial training sessions with Clinical Technology Consultants and Technology and Training Specialists 
• 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 

Qualifications

Knowledge, Skills & Abilities  

• Ability to effectively engage customers by offering personalized solutions 
• Superior product category knowledge 
• Curious thinker with a desire to improve existing processes  
• Excellent communication skills (written, verbal and listening) 
• Compassionate / Empathetic 
• Able to deliver a positive customer experience 
• Excellent time management and multi-tasking skills 
• Ability to perform above expectations in a fast paced and dynamic environment 
• Teamwork, especially as an expert in getting things done, all with a positive attitude 
• Problem-solve to remove any potential obstacles before and during the consumer trial process 

Education & Experience  

• Bachelor's Degree in Communication Sciences and Disorders or a related field (preferred), or equivalent combination of education & experience 
• AAC Experience, strongly preferred 
• 2 years of B2C or B2B customer service experience 
• Proficiency with Microsoft Office and online chat tools 
• Experience with HubSpot or other CRM platforms (preferred) 
• Experience in sales and marketing, healthcare industry, or durable medical equipment (preferred) 
• Bilingual English/Spanish (preferred) 

See more jobs at Lingraphica

Apply for this job

Job Description

Purpose: The Client Engagement Coordinator will serve as the primary point of contact for customers during the pre-trial phase of the Lingraphica At-Home AAC device trial. This individual is a key player in educating caregivers, individuals with communication disorders, and clinicians on the benefits of Lingraphica’s offerings. CEC efforts will lead to AAC device intake submissions for all existing sales channels and ensure monthly intake goals are met or exceeded. The Client Engagement Coordinator will also be responsible for guiding clients and their support persons through the beginning stages of the consumer-sales process and ensuring a positive customer experience. 

Essential Duties & Responsibilities: 

• Offer a consultative approach to guide prospects and repeat customers to products best aligned with their top communication needs  
• Conduct engagement conversations through multiple platforms including inbound calls, outbound calls, email, and online chat 
• Provide engaging AAC device demos to consumers 
• Offer a world-class customer experience in every interaction consistent with Lingraphica’s core values 
• Demonstrate the ability to adapt and think critically beyond established scripts, leveraging a deep understanding of our products and their applications across various communication disorders. Exhibit creativity and flexibility in tailoring interactions to meet the unique needs of each customer. 
• Contribute to weekly projected consumer intake goal through engagement activities 
• Complete vetting and commitment calls with clients 
• Screen new clients for At–Home Device Trial appropriateness 
• Ensure clients have a complete understanding of the consumer trial process   
• Confirm accuracy of all patient information (insurance, demographics, diagnoses, etc.) 
• Follow up with patient/care-partner to get missing information, as needed 
• Educate clients and manage expectations of insurance coverage and consumer trial process   
• Assist in addressing any non-covered balance through the Financial Assistance process  
• Assist in acquiring patient forms (ARPHI, AOB, AOR, clinical notes)  
• Schedule/reschedule initial training sessions with Clinical Technology Consultants and Technology and Training Specialists 
• 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 

Qualifications

Knowledge, Skills & Abilities  

• Ability to effectively engage customers by offering personalized solutions 
• Superior product category knowledge 
• Curious thinker with a desire to improve existing processes  
• Excellent communication skills (written, verbal and listening) 
• Compassionate / Empathetic 
• Able to deliver a positive customer experience 
• Excellent time management and multi-tasking skills 
• Ability to perform above expectations in a fast paced and dynamic environment 
• Teamwork, especially as an expert in getting things done, all with a positive attitude 
• Problem-solve to remove any potential obstacles before and during the consumer trial process 

Education & Experience  

• Bachelor's Degree in Communication Sciences and Disorders or a related field (preferred), or equivalent combination of education & experience 
• AAC Experience, strongly preferred 
• 2 years of B2C or B2B customer service experience 
• Proficiency with Microsoft Office and online chat tools 
• Experience with HubSpot or other CRM platforms (preferred) 
• Experience in sales and marketing, healthcare industry, or durable medical equipment (preferred) 
• Bilingual English/Spanish (required) 

See more jobs at Lingraphica

Apply for this job

Job Description

Purpose: The Head of Marketing – Customer Acquisition, Retention, and Experience is responsible for developing a strategic unified marketing vision that drives customer acquisition, increases brand awareness, and establishes Lingraphica as a thought leader in high-tech augmentative and alternative communication (AAC) and the go-to solution for people with communication challenges.  

This role will lead the company’s Shared Services function, which includes the Digital Marketing, Customer Service, and Sales Enablement teams. The ideal candidate will have a proven track record in developing an internal agency mindset that supports the goals and objectives of the company’s business units. Reporting to the COO, this position is a member of the Executive Team and contributes to the development of company strategies and goals. The candidate is also responsible for working with sales and marketing leaders to develop department-level strategy, ensure a seamless customer experience, align sales and marketing initiatives, and help expand our customer base to achieve our growth objectives.

Qualifications

Essential Duties & Responsibilities: 

Strategic Marketing Leadership: 

• Develop and implement a comprehensive marketing strategy that attracts and converts new customers and aligns with company goals. 

• Lead the creation of marketing plans, including campaign management, content development, performance analysis, and public relations. 

• Foster a collaborative culture of innovation and experimentation that builds awareness, drives engagement, and increases conversion. 

• Analyze the effectiveness of marketing initiatives and apply learnings to future activities. 

• Provide coaching, mentorship, and professional development opportunities to highly talented and dedicated teams. 

• Build and maintain strong relationships with other directors, managers, function leaders, and executives. 

• Seek and maintain relationships with notable figures, thought leaders, and influencers important to Lingraphica’s business interests. 

Digital Marketing and Content Creation: 

• Work closely with and guide the business unit marketing teams in campaign planning and implementation.  

• Apply best practices in digital marketing, including SEO/SEM, social media, and email marketing. 

• Oversee the creation of engaging, informative, and thought-leadership content tailored to the needs of our audiences. 

• Develop website strategies that grow the company's online presence, increase website conversion, and feed the sales pipeline. 

• Enhance and refine the digital advertising strategy. 

• Analyze metrics across the Sales and Marketing teams and develop best practices that optimize performance. 

Customer Experience (CX): 

• Oversee the Customer Service team and deliver a seamless customer experience. 

• Design and implement customer experience strategies (in person, over the phone, and on our websites) to enhance customer satisfaction and loyalty, while maintaining the company’s world class Net Promotor Score. 

• Continuously refine customer personas and map the customer journey to ensure our customers remain at the center of decision-making.  

• Develop and manage customer feedback loops to continually improve products and services.  

Sales Enablement: 

• Collaborate with the Sales and Marketing teams to develop effective sales tools, presentations, and training materials. 

• Support sales efforts through product training, objection handling, and coaching engagements. 

• Refine and expand post-sale training and onboarding to ensure customers get the most from our products and services. 

• Ensure consistent messaging, branding, and positioning across all Sales and Marketing channels and materials. 

Market Research and Analysis: 

• Conduct market research to identify trends, customer needs, and competitive landscape. 

• Use data-driven insights to refine strategies and identify new opportunities for growth. 

Partnerships and Collaborations: 

• Identify and establish partnerships with healthcare providers, rehabilitation centers, and advocacy groups. 

• Identify co-marketing initiatives and joint ventures to expand the company's reach and impact.

Education & Experience 

• Bachelor's degree in marketing, Business Administration (MBA preferred), or equivalent combination of education and experience. 

• 8-10 years of experience with multiple facets of marketing: digital, content, product, B2B, and B2C. At least 5 years in a leadership role, preferably within the healthcare or medical device industry, with a focus on customer acquisition.  

• Marketing agency experience (preferred). 

• 2-3 years of hands-on AAC device experience (preferred). 

• Applying new technologies (e.g. AI tools) to streamline processes (preferred). 

• Sound command of best practices in digital, product, B2B, and B2C marketing techniques. 

• Excellent leadership, communication, and interpersonal skills. 

• Ability to think strategically and creatively, with a data-driven approach to decision-making. 

• Proven track record of developing and executing successful marketing and customer experience strategies.  

• Proven project management skills. 

• Proficiency in digital marketing tools and platforms, including CRM, marketing automation, and analytics. 

• Experience with regulatory requirements and industry standards related to HIPAA, PHI, and PII (preferred). 

Knowledge, Skills & Abilities 

• Proficiency in HubSpot (preferred). 

• Competency in Microsoft applications including SharePoint, OneDrive, Word, Excel, and Outlook (preferred). 

• Thorough knowledge of web analytics, Google Adwords, and Microsoft Advertising (required). 

• Proficiency in project management systems, e.g. Trello, Wrike, ClickUp. 

• Knowledge of UI/UX best practices (preferred). 

See more jobs at Lingraphica

Apply for this job

Job Description

Purpose:

The Head of Technology oversees the Technology function at Lingraphica.  This includes the software engineering of products and business systems, BI data, and IT.  The Head of Technology is a member of the LG Executive Team and partners with leaders to create and execute the company’s strategic plan and develop the vision for the product to help us realize our mission.  Responsible for developing and executing the strategy for the Technology function. 

Essential Duties & Responsibilities:

• Leads the engineering, IT, product development and systems activities of the company 

• Stays current with changes in technology – makes the company aware of what is possible 

• Brings in best practices to the engineering process; reinforces and trains on the product operating model and working with empowered teams 

• Collaborates cross functionally with Product Management, Consumer and Clinical Sales, Marketing, Business Intelligence, etc. to meet the goals of the company 

• Develops leaders and supporting staff and evaluates team and individual performance  

• Contributes to building and maintaining Lingraphica’s culture 

• Manages the Technology budget and partners with Finance on R&D tax credits 

Qualifications

Education & Experience: 

• Experience leading the delivery of multiple software products 

• Experience partnering with product management, sales and marketing 

• In-depth understanding of the software development process and development tools 

• In-depth knowledge of software design and systems and software architecture 

• Bachelor's Degree in Computer Science or related field preferred, or equivalent combination of education and experience 

Knowledge, Skills & Abilities: 

• Big picture thinker, strong problem-solving skills and ability to envision and execute on strategy 

• Ability to create a culture of creativity and accountability 

• Ability to grow and structure teams to maximize effectiveness  

• Ability to mentor and develop others 

• Ability to work with leadership peers toward company goals 

See more jobs at Lingraphica

Apply for this job