Client Support Specialist

Job Description:

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 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 (aka Practice Advocate) position is a pivotal role within our Practice Advocate team. As a Practice Advocate, 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.
• 3-5 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
• Peer-to-peer recognition program
• Company sponsored premium subscription to the Calm app
• 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.