OrthoFi

Compensation

Full Description

The position must be available to start between the hours of 6 - 8:30 am MT / 7 - 9:30 am CT / 8 - 10:30 am ET. The Opportunity The Client Support Specialist position is a pivotal role within our Practice Advocate team. As a Client Support Specialist, you will play a crucial role in providing support to orthodontic practices and their patients via phone and email, focusing on technical support, billing and collections, and insurance matters. Within 1 Month You Will: Responsibilities include but are not limited to the following: Participate in an onboarding program to immerse yourself in OrthoFi’s inclusive culture. Undergo comprehensive training in our OrthoFi Software. Complete a customer service and tech support curriculum. Gain proficiency in all aspects of insurance, including eligibility, claims submission and processing, remittance, allocation of insurance payments, and issue resolution. Shadow experienced Practice Advocate team members and Operations team members. Review and confirm all company policies and procedures. Gradually transition to independent support around the 30-day mark. Within 2 Months You Will: Receive training on handling both inbound and outbound communication types, with a strong emphasis on achieving first-call resolution and understanding escalation options when needed. Manage all inbound and outbound communications with clients, ensuring professional and efficient interactions. Create cases for advanced follow-up on accounts and provide clients with updates through various communication channels. Within 3 Months You Will: Independently handle all inbound and outbound client communications. Consistently meet or exceed service level expectations, surpassing minimum performance standards. Maintain a high-quality average score of 90%-100%. Maintain an average call volume of 45 calls per day, exceeding minimum requirements. What You Will Bring: A Bachelor’s degree or equivalent experience is preferred. Orthodontic/dental/healthcare industry experience is a plus, we are willing to provide training for the right candidate. 3+ years of previous customer service experience. Exceptional communication skills, enabling effective interactions through phone, email, chat, and in-person communication. Comfort in managing a high volume of daily calls. Strong problem-solving skills to analyze and identify root causes of complex problems and system issues. An innate ability to quickly build rapport and trust with others, demonstrating empathy and compassion. A strong commitment to delivering world-class customer service. A desire to excel in a challenging and fast-paced environment. Proficient with Microsoft Office and/or Google Documents. Experience with Salesforce or other CRM platforms is preferred. 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 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 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 Reasonable accommodations may be made to enable individuals with disabilities to perform the job functions Compensation: $20/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.