** This is a hybrid role that requires in-office attendance 3 days a week. After onboarding and performance, it is an in-office requirement of 2 days a week.**

The Opportunity

The Client Service Associate will be part of the Practice Advocate team and is responsible for providing direct support primarily to orthodontic practices and their patients via phone and email with respect to the technical support, billing and collections, and insurance.

Within 1 Month You Will

Responsibilities include but are not limited to the following:

• Attend onboarding and learn about OrthoFi’s culture.
• Train in our OrthoFi Software.
• Complete customer service and tech support curriculum.
• Complete training on all aspects of insurance: Eligibility - Claims submission and processing - Remittance and allocation of insurance payments - Issue resolution and follow up.
• Shadow multiple Practice Advocate team members and Operations team members.
• Review and confirm all policy and procedure materials for the team and company.
• Go live on your own for support around the 30-day mark.

Within 2 Months You Will

• Train on inbound and outbound contact types, with a focus on first call resolution, and options for follow up with clients if escalation to a subject matter expert is necessary.
• Handle all inbound and outbound communications with our clients to completion and with the utmost professionalism.
• Create cases for advanced follow up on accounts and inform our clients on the outcome through multiple contact types.
• You will be assigned a “Pod” - Regional designation with assigned clients where you are the main contact for questions and issue resolution.
• Attend Pod meetings with your OSM (Account Manager) to assist with trend analysis and discuss current issues or wins for mutual clients.

Within 3 Months You Will

• Independently handle all outbound and inbound communications with all clients.
• Effectively contribute to service levels and exceed minimum required standards.
• Maintain a quality average score of 90%-100%.
• Maintain a volume of 45 calls per day on average and exceed the minimum requirements.

What You Will Bring:

• Minimum of a Bachelor’s degree required or equivalent experience
• 3-5 years prior customer service experience
• Excellent communication skills to effectively interact by phone, email, chat, and in-person is required
• Comfortable receiving a high volume of calls every day
• Strong ability to analyze and root cause complex problems and system issues
• Aptitude for building rapport and trust among others quickly. Must exhibit empathy and compassion
• Commitment to providing World Class customer service
• A strong desire to work in a challenging, fast-paced environment is a must
• Orthodontic/Dental industry experience a plus, but we are willing to train the right candidate

What’s in it for you:

• Full medical, dental, and vision benefits with 100% employer paid options
• Generous PTO
• 401(k) match
• Supportive culture with one-of-a-kind growth and development opportunities
• Option to work from home one day a week and in our office 4 days a week
• Employer HSA contribution
• Paid Parental Leave
• Company and team outings
• 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.

Who We Are

OrthoFi is an experienced, tech-enabled solution that helps Orthodontists start more patients and give them more time to provide great quality care. With the acquisition of OrthoBanc in 2020, OrthoFi is now the US orthodontic industry leader in practice financial management, working with over 2,000 practices in the US. Collectively with OrthoBanc, OrthoFi has helped over 3.2 million patients access quality, affordable Orthodontic care. Our combination of the latest Patient Acquisition software and Revenue Cycle Management solutions helps practices grow by over 13% year-over-year and manages patient and insurance billing and collections with collection results that exceed industry standards. We have about 400 employees, with offices in Denver CO and Chattanooga TN.

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 opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

Job Type: Full-time

Pay: $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Denver, CO 80209: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 3 years (Required)

Work Location: Hybrid remote in Denver, CO 80209

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