Implant Candidate Liaison (Bilingual)

Location: Remote (Must reside in California)
Reports To: Area Manager, Consumer Engagement

We are seeking a compassionate, highly organized, and customer-focused Bilingual Implant Candidate Liaison to support cochlear implant candidates throughout their hearing journey. In this remote role, you will serve as a primary point of contact for prospective candidates, providing education, guidance, and ongoing support while coordinating with internal teams and healthcare providers.

What You'll Do

Candidate Outreach & Relationship Management

• Serve as a dedicated liaison for cochlear implant candidates throughout their decision-making and treatment journey.
• Contact new candidates promptly and provide an overview of the cochlear implant process.
• Conduct ongoing outreach through phone, email, and text communications to engage and support candidates.
• Execute multiple personalized touchpoints to ensure candidates remain informed and connected.
• Maintain accurate lead ratings and candidate status updates within the CRM system.

CRM & Documentation Management

• Enter new candidate information into the CRM within established timelines.
• Accurately document interactions, candidate information, and progress updates.
• Complete order forms and related documentation thoroughly and accurately.
• Maintain organized records while ensuring compliance with privacy and confidentiality standards.

Scheduling & Coordination

• Schedule candidate consultations and follow-up appointments using designated scheduling tools.
• Send educational and preparatory materials to candidates prior to appointments.
• Coordinate and document surgery dates, purchase orders, and other key milestones.
• Support regional teams with additional documentation and administrative needs as required.

Candidate Education & Support

• Prepare candidates for activation by sharing educational resources and program information.
• Facilitate introductions to support services, customer support teams, and community resources.
• Answer candidate questions and provide timely, accurate information throughout the process.
• Route inquiries to appropriate departments when specialized support is needed.

Additional Responsibilities

• Send printed educational materials to clinics and healthcare providers upon request.
• Participate in National Sales Meetings and local candidate engagement events as needed.
• Travel occasionally for meetings, trainings, or candidate-focused events.

• Bilingual English & Spanish
• 2-4 years of customer service, patient engagement, inside sales, or related experience.
• Experience using CRM systems and Microsoft Office applications.
• Commitment to maintaining confidentiality and complying with HIPAA requirements.

Preferred Qualifications

• Bachelor's degree preferred.
• Healthcare industry experience.
• Experience supporting patients, candidates, or customers in a healthcare setting.
• Experience in hearing healthcare, medical devices, audiology, or related healthcare fields.