Consumer Engagement Specialist (Midwest territory) in Chicago, Illinois at MED-EL Corporation

Location: Chicago, IL
Territory: Midwest Sales Region
Travel: Up to 30-40% travel throughout the Midwest region

The Consumer Engagement Specialist serves as a key point of contact for hearing implant candidates, recipients, caregivers, and healthcare professionals throughout the Midwest Sales Region. This role is responsible for supporting consumer engagement efforts, coordinating outreach activities, managing candidate progression through the customer journey, and ensuring timely and accurate follow-up to drive positive patient experiences and business growth.

• Enter and manage hearing implant candidate information within the CRM system in a timely manner.
• Initiate outreach to prospective hearing implant candidates via phone, email, text, and other communication channels.
• Share educational resources, scheduling information, and product materials with candidates.
• Conduct personalized follow-up touchpoints to support candidate engagement and progression through the hearing implant journey.
• Track engagement activities, update lead statuses, and maintain accurate CRM records.

• Support cochlear implant candidates and recipients by providing accurate information and timely responses.
• Prepare new recipients for surgery and device activation, including completing required documentation and facilitating transitions to ongoing support resources.
• Educate consumers, caregivers, and professionals on hearing implant solutions, device upgrades, accessories, and available support programs.
• Direct inquiries to appropriate internal departments and coordinate resource requests from clinics and healthcare providers.

• Build and maintain strong relationships with hearing healthcare professionals, referral sources, implant centers, and regional stakeholders.
• Support referral pathway development and recipient engagement initiatives.
• Collaborate closely with regional Consumer Engagement Managers and sales teams to achieve territory objectives and consumer engagement goals.

• Represent MED-EL at consumer-focused conferences, educational programs, workshops, and community events.
• Assist with event planning, presentations, exhibit staffing, and consumer education initiatives.
• Coordinate outreach visits, meetings, and travel arrangements throughout the assigned territory.

• Partner with Customer Service, Education, Clinical Research, and Sales teams to ensure an exceptional consumer experience.
• Support customer service initiatives related to device upgrades and ongoing product education.
• Participate in company programs, special projects, and committees as needed.

• Bachelor's degree in Communication Disorders, Hearing Sciences, Education, Audiology, a related healthcare field, or equivalent relevant experience.
• 2-3 years of customer-facing experience in healthcare, patient support, customer service, sales, or a related field.
• Strong written, verbal, and interpersonal communication skills.
• Experience utilizing CRM systems and Microsoft Office applications.
• Knowledge of HIPAA requirements and patient privacy standards.
• Ability to build rapport, influence others, and maintain professionalism in diverse situations.
• Ability to travel extensively throughout the Midwest territory.