[Hiring] Bilingual Orthodontic Contact Center Representative @OrthoFi

Role Description

The Bilingual Orthodontic Contact Center Representative role encompasses integral contributions to our Patient Advocate team, offering subject matter expertise to patients, handling escalated calls and consistently meeting volume and quality targets. Successful candidates will have demonstrated experience in supporting patients and families via phone and email, addressing technical support, billing, collections, and insurance inquiries. This position requires proven subject matter mastery and the capacity to embrace added responsibilities. It's an opportunity for career growth in revenue cycle management or high-level customer support relations.

• Act as a secondary point of contact to the Floor Captain
• Manage Salesforce and our message center
• Handle insurance tasks
• Set an example by meeting SLAs consistently
• Occasionally lead team huddles and meetings

The position must be available to work between the hours of Monday-Thursday 10:00-6:30 MT and Friday 8:30-5:00 MT.

Qualifications

• 3+ years of Orthodontic/Dental industry experience; specifically with insurance
• Committed to 100% customer satisfaction
• Excel in communication skills - written, verbal and active listening
• Exhibit empathy and compassion for patients
• Maintain a professional demeanor in all situations and settings
• Adapt to change quickly while multitasking and navigating multiple systems
• Strong judgment and decision making abilities with excellent organizational skills

Requirements

• Attend onboarding and learn about OrthoFi’s culture within 1 month
• Train in OrthoFi Software
• Complete customer service and collections specific onboarding curriculum
• Complete training on insurance
• Shadow multiple customer service team members
• Begin making outbound contact with financially responsible parties
• Train on inbound call types within 2 months
• Handle all outbound and inbound communications with financially responsible parties with assistance
• Create Salesforce cases for advanced follow up on accounts
• Independently handle all outbound and inbound communications with financially responsible parties within 3 months
• Effectively contribute to service levels and collections operations
• Maintain a quality average score of 90%-100%
• Maintain a volume of 45 calls per day on average

Benefits

• Full medical, dental, and vision benefits
• Flexible PTO
• Employer HSA contribution
• 9 Company Paid holidays
• 401(k) match, 2% after 90 days of employment
• Supportive culture with one-of-a-kind growth opportunities
• Option to work from home or in the office
• Paid Parental Leave as well as a two-week "ease-back" program
• Company and team outings
• Peer-to-peer recognition program
• Vendor discounts
• Compensation range: $19.50/hour

Please note that the above compensation information is a good faith estimate for Colorado-based hires only and is provided pursuant to the Colorado Equal Pay for Equal Work Act and Equal Pay Transparency Rules.

Physical Requirements and Work Environment

• This job operates in a professional office environment.
• This role routinely uses standard office equipment such as computers, phones, copiers, and filing cabinets.
• The noise level is moderate.
• This is a largely sedentary role and sitting will be required for long periods of time.
• Standing, lifting, reaching, bending, stooping will be frequently required.
• Climbing, balancing, crawling may be occasionally required.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the job functions.