Customer Care Representative (Remote)

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 are currently hiring for the following shift:
Monday-Thursday 10:00am-6:30pm Mountain Time and Friday 8:30am-5:00pm Mountain Time.
This is a fully remote position and candidates can be located in any time zone, but you must be able to work this shift in Mountain Time**
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 support tickets using JIRA 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..

• Have 1+ year of prior experience in customer service and/or call center functions
• Prior experience of at least 1+ year of Orthodontic/Dental industry experience; specifically with insurance is a plus!
• 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

What's in it for you...

• Nurturing and supportive culture
• PTO
• 10 company paid holidays
• Healthcare coverage, including 100% employer paid plans
• Employer HSA contribution
• Paid Parental Leave
• 401(K) Matching
• Company and team outings
• Peer-to-peer recognition program
• A subscription to Calm for meditation and mental fitness
• Vendor discounts

Compensation: $17.00/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 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
• You must have a quiet, dedicated workspace, with no distractions
• Reliable password secured internet connection of 50Mbps

Who we are...
OrthoFi is an innovative, tech-enabled solution that helps orthodontists start more patients and give them more time to provide great quality care. Our combination cutting-edge Customer Relationship Management and robust Revenue Cycle Management system helps practices grow by over 10% year over year and manages patient and insurance billing and collections with exceptional collection results that exceed industry standards. In less than 7 years, OrthoFi has partnered with over 600 practice locations throughout the US and has helped over 500,000 patients find quality, affordable orthodontic care. OrthoFi is headquartered in Denver, Colorado.
In the OrthoFi community, members are valued for who they are, supported no matter where they are, and motivated to excel personally and professionally. People who join our community are self-starters and love a challenge! We're looking for passion-driven, dynamic individuals that are excited about a fast-paced and fun environment. Our team enjoys the opportunity to impact people's lives and help to create more smiles every day.
We pride ourselves in our culture as a people-first organization, demonstrated through recent achievements of being ranked in Built in Colorado's list of Top 100 Digital Companies in Colorado. We were also recognized by the Denver Business Journal as one of Denver's fastest growing companies and ranked on the Inc 5000 list of fastest growing private companies in the US multiple years in a row!
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.
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Featured benefits
Employer-provided
Medical insurance, dental insurance, vision insurance, 401(k), paid maternity leave, and paid paternity leave