Orthodontic Contact Center Representative

OrthoFi • Full-time • Denver, Colorado, United States • $40.52k - $53.32k / year • 3w ago

This role is hybrid, based in our Denver office with presence 2 days a week.

Who We Are

At OrthoFi, we're not just another player in the orthodontic industry – we're the driving force that helps orthodontists launch more smiles while ensuring top-tier patient care. Our tech-savvy solutions are the secret sauce that empowers orthodontic practices across the United States. With a track record of supporting over 2,000 practices, and in partnership with OrthoBanc, we've unlocked access to quality, affordable orthodontic care for a whopping 3.2 million patients and counting!

Picture this: Our cutting-edge Patient Acquisition software combined with our expert Revenue Cycle Management solutions propels practices to achieve jaw-dropping 13% year-over-year growth. Plus, when it comes to patient and insurance billing, our collection results leave competitors in the dust.

Behind our mission is a dynamic team of around 300 passionate individuals. Our headquarters is based in Denver, CO, with employees spread across several states. Join us in our quest to transform the orthodontic landscape – where innovation meets dedication, and starting more smiles are just the beginning.

Our purpose is to radically improve the way patients access and pay for quality elective care. Diversity, equity, and inclusion (DEI) ensures we can fulfill our purpose by creating a better, more equitable and inclusive workplace for our community members and healthcare experience for all.

By focusing on DEI, we are working towards our mission of connecting more patients with quality orthodontic and dental care and helping make treatment accessible to over 1 million patients a year by 2025. Equity is core to our mission to serve patients, and DEI is embedded in our core values, especially “seek diversity,” and “do what’s right.”"

OrthoFi is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

The Opportunity...

We are looking for individuals who are ready to make an impact from day one! This position will be part of the Patient Advocate team and will be responsible for providing direct support primarily to patients and their families, and occasionally to orthodontic practice staff via phone, email and online chat with respect to technical support, billing and collections, and insurance. We’ll go through how you will impact patients and practices.

Within 1 month you will...

Attend on-boarding and learn about OrthoFi’s culture.
Train in our OrthoFi Software.
Complete customer service and collections specific on-boarding curriculum
Complete training on insurance.
Shadow multiple customer service team members.
Begin making outbound contact with financially responsible parties.

Within 2 months you will...

Train on inbound call types.
Handle all outbound and inbound communications with financially responsible parties with assistance.
Create Salesforce cases for advanced follow up on accounts.

Within 3 months you will...

Independently handle all outbound and inbound communications with financially responsible parties.
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.

You’ll be a good fit if you

1+ year of Orthodontic/Dental industry experience; specifically with insurance
Have prior experience in customer service and/or call center functions
Commitment to 100% customer satisfaction
Excellent communication skills - written, verbal and active listening
Exhibit empathy and compassion for patients
Ability to maintain a professional demeanor
Strong technical aptitude; ability to multi-task and navigate multiple systems
Ability to adapt to change quickly
Strong judgment and decision making abilities
Natural curiosity with a strong aptitude to learn quickly
Solid organizational skills
Orthodontic/Dental industry experience a plus

What’s in it for you

Full medical, dental, and vision benefits with 100% employer paid options and buy up plans
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
Hybrid in-office and work at home (2 days in-office)
Paid Parental Leave
Company and team outings
Peer-to-peer recognition program
Vendor discounts

Compensation range: $18.50/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.**

Work Authorization: You must be authorized to work for any employer in the US.

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

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