Trial Onboarding Specialist (Remote)

Lingraphica•Princeton, NJ

4d•Remote

About The Position

The Trial Onboarding Specialist serves as the primary point of contact for customers throughout the pre-trial journey. This role combines consultative sales, customer education, and insurance benefits expertise to help individuals, caregivers, and Speech-Language Pathologists understand the value of AAC and how a Lingraphica device can improve communication and quality of life. The Trial Onboarding Specialist is responsible for demonstrating the value of both the Lingraphica device and the trial experience, accurately reviewing and communicating insurance benefits, and guiding customers into the beginning of their trial journey. By ensuring customers are informed, prepared, and confident, this role creates a seamless transition into the trial phase of the sales pipeline while delivering an exceptional customer experience.

Requirements

Bachelor’s degree or equivalent combination of education and experience
Two (2)+ years of experience in consultative sales, customer service, healthcare, insurance, sales support, or a related customer-facing role.
Demonstrated ability to build trust with customers and communicate the value of products or services through consultative conversations.
Strong presentation, communication, and active listening skills with the ability to tailor messaging to individual customer needs.
Experience using CRM systems such as Hubspot and Microsoft Office.
Strong organizational skills with the ability to prioritize multiple responsibilities in a fast-paced environment.
Ability to explain insurance and financial information clearly and compassionately.

Nice To Haves

Experience in healthcare, rehabilitation, insurance, or DME.
Experience with HubSpot CRM
AAC experience

Responsibilities

Serve as the primary point of contact for customers throughout the pre-trial journey, providing a seamless, supportive, and personalized experience.
Guide customers through a consultative sales process that uncovers communication goals, identifies challenges, and recommends the Lingraphica solution best aligned with their unique needs.
Build customer confidence by demonstrating how Lingraphica's technology can improve communication, independence, participation, and overall quality of life.
Educate customers, caregivers, and clinicians on the benefits of AAC, the Lingraphica trial process, and available support resources.
Develop and maintain strong knowledge of Lingraphica's devices, software, accessories, and product enhancements, effectively matching features and benefits to each customer's functional communication goals and clinical presentation
Inspire customers and care partners to move confidently into a device trial by addressing questions, overcoming objections, and reinforcing the value of the Lingraphica experience.
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.
Screen prospective customers for trial appropriateness and coordinate all activities necessary to prepare them for a successful device trial.
Communicate verified insurance benefits, eligibility requirements, coverage details, and financial responsibilities with accuracy and empathy.
Guide customers through insurance and financial assistance options, including collection of required documentation and communication of financial outcomes.
Coordinate scheduling, collect outstanding information, and proactively remove barriers that could delay trial readiness.
Confirm the accuracy of customer demographics, insurance information, diagnoses, and required documentation.
Maintain complete and accurate documentation within CRM systems while ensuring HIPAA compliance and data integrity.
Monitor customer trends, engagement metrics, and operational performance to identify opportunities for process improvements and enhanced customer outcomes.
Collaborate closely with cross-functional teams to create a consistent customer experience across the entire sales and clinical journey.
Perform other duties as assigned.