Tobii Dynavox

Support Engineer

• Answer incoming calls to the department via the automated call distribution center or direct line and provide callers with needed assistance
• Provide callers with training and troubleshooting support to address problems or concerns
• Respond to email messages and chat requests and work with customers to resolve issues
• Document all calls and interactions including emails and chat requests in the Call Center database
• Arrange for product repairs when necessary
• Update customer demographic or personal information in the database
• Escalate problems/issues to the Supervisor Technical Support when warranted
• Perform various other tasks as assigned

Bilingual Technical Support Representative

Manager

• Oversee all facets of the daily operation of the Funding Department ensuring compliance with state and federal laws, policies, and regulations
• Supervise, train, coach, and mentor staff
• Communicate and lead the team to meet revenue and forecasting goals
• Initiate and monitor action plans when business results are not meeting established operational targets or indicate future operational performance issues
• Maintain internal controls over funded sales pipeline and monitor incoming funding requests, third party submissions, authorization approvals and order processing ensuring compliance with established policies and procedures
• Actively engage in process improvement initiatives and ensure that established policies and procedures are implemented and sustained
• Respond to escalated issues involving customer inquiries, sales staff concerns and third-party payers
• Help to drive and track KPI’s and monthly sales goals across the department
• Communicate frequently with employees, management staff, field staff, SLP’s, billing/collections insurance provider personnel, educational or government institutions, clients and family members on funding requirements and authorization requests
• Assist the Director of Funding in the development of new initiatives to drive top line sales growth, reduce cycle time and improve inter-departmental operations
• Provide education support on the funding process and communicate funding related problems with third party payers and changes in funding requirements
• Update funding policies and procedures as warranted

Funding Manager

Collections

• Supports the effective management of the revenue cycle process
• Ensures the accurate and timely collection of sales to third party payers
• Works with insurance companies, clients, and customers to resolve collection issues
• Reconciles accounts
• Manage assigned accounts and ensure the timeliness and accuracy of billing, collections, and payment activity
• Verification that a claim is on file
• Follow up with the payer due to lack of payment
• Investigation of denials
• Coordination with the billers to address billing issues
• Coordination with the funding consultants to address documentation questions
• Preparation of correspondence to dispute for the payment of accounts
• Review of posted payments for accuracy and investigate discrepancies
• Document in the system all verbal and written communication relative to collection actions
• Follow up every 30 days with insurance companies, clients, SPLs, and vendors to ensure the payment of accounts
• Alert the Manager of Collections of potential payment issues
• Recommend adjustments/write-offs to the Manager of Collections
• Investigate refund requests related to accounts
• Stay abreast of state, federal, and third-party funding regulations for assigned accounts

Medicare Collections Specialist

Sales

• Manage and support a team of Solution Consultants (SCs) in assigned territories within a specific region of the NA Market.
• Lead by example, supporting and leading with Tobii Dyavox’s values and mission.
• Strategically and operationally support and contribute to the business development of the district’s markets.
• Responsible for growing and continuously improving the district’s financial performance and overall contribution to Tobii Dynavox’s strategic initiatives.
• Collaborate with SCs to identify key personnel and sites that recommend and purchase Tobii Dynavox products.

District Sales Manager

Consultant

• Coordinating the intake, submission, and follow-up of new product, repair, and equipment rental orders
• Maintaining communication with SLPs on funding cases
• Working with insurance providers, government agencies, and educational institutions to place orders
• Tracking funding authorization cases ensuring requests are resolved in a timely manner
• Utilizing online resources to verify eligibility
• Reviewing prior authorization documents
• Researching previous orders and payment history/DSOs
• Entering and completing orders in the order management system
• Serving as a client advocate
• Resolving third party denials

Funding Consultant

• Coordinating the intake, submission, and follow-up of new product, repair, and equipment rental orders
• Maintaining communication with SLPs on funding cases and instructing SLPs on document preparation
• Working with insurance providers, government agencies, and educational institutions to place orders
• Tracking funding authorization cases and ensuring timely resolutions
• Serving as a client advocate and troubleshooting any problems with third party insurance providers
• Resolving third party denials and providing consultation to finalize difficult funding cases

Interim Funding Consultant

Solutions Engineer

• Attaining sales quota by aggressively working the assigned territory
• Developing sales leads by researching disabilities, accounts, and technology
• Preparing and conducting presentations on Tobii Dynavox products
• Educating on the funding process and third-party payer requirements
• Collaborating with the funding team on submissions
• Sustaining territory management through account maintenance

Solutions Consultant, Child

Administration

• Review and process new trial and loan equipment requests
• Active role in Tobii Dynavox Trial Department phone queue
• Respond to inquiries from the Trial Department e-mail box, Teams chat, and voice mail box
• Respond to customer inquiries regarding our loan programs
• Enter new customer loan requests into the Order Management database
• Regular follow up on late loans
• Monitor and report monthly trial and loaner transactions
• Assist with distribution and management of SC Demo and Trial inventories
• Assist Intake Team as needed
• Assist with inventory audits and updating database with current inventory locations
• Assist with communications to the Sales team, including New Hire trainings, webinars, and other calls
• Perform various other duties as assigned

Trial Administrator

Communications

• Develop and execute comprehensive communication plans that align with our business strategy and goals
• Lead public relations planning, execution, and measurement
• Identify and drive media opportunities that elevate visibility for Tobii Dynavox and the assistive communication category
• Create, localize, and manage press releases, from planning and drafting to distribution and pitching
• Produce high quality written content for external and internal audiences, including executive messaging, speeches, op-eds, and thought leadership articles
• Identify and manage opportunities for executives and subject matter experts (SMEs) in conferences, panels, podcasts, and media features
• Plan and execute influencer marketing initiatives in collaboration with the global social media and marketing teams
• Prepare, brief, and coach spokespeople, including executives, for media interviews, speaking engagements, and public appearances
• Support IR communication in the US
• Support crisis communication planning and execution
• Serve as a key member of the communications response team for issues involving customers, products, regulatory matters, or other sensitive topics
• Support internal communications initiatives working closely with the North America Market Unit

Communications Manager

Customer Support

• Guide customers and junior level staff to TD resources, ensuring internal and external customers have a consistent and positive pre-sale experience
• Respond to inquiries and issues requiring in depth research and follow through
• Identify and implement improvements of internal and customer facing processes that enhance the efficiency of order management and operational functions
• Monitor the effectiveness of implemented changes and adjust strategies as needed to ensure continuous improvement.
• Provide training, coaching, and support to internal teams to improve their ability to utilize new tools, systems, and processes effectively.
• Represent the Customer Experience Team and their customers during Go To Market and other Product related meetings and activities
• Submit completed quotes and bids to federally and/or state funded agencies
• Develop and maintain internal resources, tools, and best practices for use by the order management and other customer facing teams to ensure consistency and accuracy in operations.
• With the Customer Experience Manager, track and provide report outs on customer and internal customer trends and needs
• Conduct regular reviews of current processes, systems, and performance metrics to identify areas for improvement and propose actionable solutions.
• Review and update departmental forms and internal process documentation
• Collaborate with cross-functional teams to streamline processes, optimize workflows, and improve overall system efficiency and customer experience.
• Resolve escalated order management issues, assist with order management quality assurance initiatives and monitor backorders
• Foster customer relationships, gather and track feedback and recommend improvements to the order management experience with a “customer first” approach
• Perform various other duties as assigned