Bilingual Orthodontic Contact Center Representative (Remote)

Roles based outside of our Denver office can sit in any of the following states: Arizona, Alabama, Missouri, Colorado, Florida, Georgia, Louisiana, North Carolina, Ohio, Tennessee, and Texas. Please only apply if you are able to live and work full-time in one of the states listed above.

The Opportunity:

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. Responsibilities include acting as a secondary point of contact to the Floor Captain, managing Salesforce and our message center, insurance tasks, setting an example by meeting SLAs consistently, and occasionally leading 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.

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:

• Have 3+ years of Orthodontic/Dental industry experience; specifically with insurance 
• Committed to 100% customer satisfaction whether by assisting employees on the floor or taking calls when volume requires.
• Excel in communication skills - written, verbal and active listening; proven ability to speak in front of large groups or other teams.
• Exhibit empathy and compassion for patients, and have a sense of urgency in solving problems.
• Maintain a professional demeanor in all situations and settings.
• Adapt to change quickly while multitasking and navigating multiple systems.
• Have strong judgment and decision making abilities with excellent organizational skills.

What’s in it for you:

• 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 that enables parents to return part-time at full pay
• 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.**

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