Orthodontic Senior Bilingual Customer Care Representative (Remote)

About the job
**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.**
The Opportunity
The Bilingual Senior Patient Advocate will be an integral part of the Patient Advocate team and will be responsible for providing subject matter level expertise to our patients, assist with any escalated calls, act as a back-up for our practice team, and consistently be able to hit required volume and quality goals. This individual will have already shown proven success in their ability to provide 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. The Senior Patient Advocate role requires subject matter expertise, a great track record of success on the team, and an ability to handle the increased responsibility that comes with the role. A successful candidate would be able to use this opportunity as a launch pad for a career in revenue cycle management or high-level customer support relations. 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
The Skill Set

• 3+ Orthodontic/Dental industry experience; specifically with insurance
• Bilingual in English and Spanish, both written and verbal
• Commitment to 100% customer satisfaction whether by assisting employees on the floor or taking calls when volume requires.
• Excellent communication skills - written, verbal and active listening; proven ability to speak in front of large groups or other teams.
• Must exhibit empathy and compassion for patients, and have a sense of urgency in solving problems.
• Ability to maintain a professional demeanor in all situations and settings.
• Ability to adapt to change quickly while multitasking and navigating multiple systems.
• Strong judgment and decision making abilities with excellent organizational skills.

Responsibilities

• Subject matter expert with a focus on more difficult and higher level work.
• Secondary point of contact for on floor questions if Floor Captain is unavailable.
• High level JIRA, message center, and insurance work for our team.
• Serve as a back-up to our Patient and Practice teams as needed.
• Lead by example in our team by consistently hitting individual SLA's.
• Assist with and occasionally lead huddles, meetings, and conferences.

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
• Peer-to-peer recognition program
• Casual dress atmosphere
• A subscription to Calm for meditation and mental fitness
• Vendor discounts

Compensation range: $18/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 internet connection of 50Mbps

About OrthoFi
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.
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Top skills for this role
Build these skills listed on the job description or by the job poster.
Organization Skills
Communication
Problem Solving
Decision-Making
Multitasking
Customer Service
Customer Satisfaction
Technical Support
Customer Support
English
Employer-provided
Pay range in United States
Exact compensation may vary based on skills, experience and location
Base pay range
$18.00/hr
Featured benefits
Employer-provided
Medical insurance, dental insurance, vision insurance, and 401(k)