Bilingual Consumer Engagement Specialist

MED-EL Corporation•Miami, FL

22d

About The Position

The Bilingual Consumer Engagement Specialist is a key partner in guiding Spanish-speaking hearing implant candidates and recipients throughout their entire journey. In this role, you’ll ensure each individual receives timely, compassionate, and culturally responsive support in their primary language—from their first inquiry through ongoing care. You’ll provide clear, accurate information, coordinate next steps, and help create a seamless experience for every person you serve. Success in this position requires exceptional customer service skills, strong communication abilities, and a commitment to upholding HIPAA and privacy standards. Preferably this candidate will reside in Florida.

Requirements

Degree in an area related to communication disorders, education, hearing disorders or audiology.
1-3 years of relevant experience.
Customer service or sales experience, preferably in healthcare.
Written and oral Spanish proficiency required
Strong written and verbal communication skills.
Proficiency with CRM systems and other relevant software.
Ability to influence and maintain professionalism in customer interactions.
Organized, goal-oriented, and efficient.
Strong presentation skills and comfort with varied audiences.
Knowledge of HIPAA compliance.
Located in – or willing to relocate to – Florida

Nice To Haves

Knowledge of MED-EL products preferred.

Responsibilities

Enter new hearing implant candidates into the CRM system within 24 hours of receiving information.
Initiate contact with hearing implant candidates and provide regional CEM scheduling links and information
Send classic graphics or Showpad materials to candidates prior to their scheduled calls.
Conduct up to 3-5 curated touchpoints (phone, email, text) to engage hearing implant candidates until they respond, and then turning communication back over to regional CEM.
Manage candidate progress and update lead ratings in the CRM system.
Prepare new recipients for surgery and activation by completing order forms and transition them to ongoing support channels (e.g., CS / RTSS / HearPeer community).
Add surgery dates, completed order forms, and purchase orders (POs) to the territory’s Outlook calendar.
Manage and support cochlear implant candidates and recipients, ensuring they receive accurate information, timely responses, and coordinated care.
Educate and build relationships with consumers and professionals across the consumer journey (Awareness, Learning, Choosing, Getting, and Living) to achieve sales goals.
Reinforce and maintain relationships with regional team(s) and key centers to develop and maintain referral pathways and recipient support.
Promote MED-EL products and services at consumer-focused conferences and events, including planning, presenting, and staffing exhibits.
Direct inquiries to the appropriate departments and send printed materials to clinics upon request.
Provide support for device upgrades, second-side device education, and accessory information.
Participate in MED-EL programs and committees as needed.
Provide support to the Customer Service team for upgrades and ongoing product information.

Benefits

Medical, dental, and vision coverage available, effective on the first day of the month following 30 days of active service.
401k Match
Health Savings Account
Short term and long-term disability paid by the company.
Company paid life insurance with an option to purchase additional coverage.
FSA
Dependent Care
Pet Insurance
Critical Illness
Accident Insurance
PTO – 20 days annual that is accrued each pay period.
Plus 40 hours Medical/Sick leave annual, prorated from hire date and 9 holidays.
Employee Assistance Program