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Bilingual Orthodontic Contact Center Representative (Remote)

OrthoFi

Denver, CO 80202

$19.50/hr

RemoteBilingual PreferredHealth InsurancePaid Time OffRetirement Benefit

Bilingual Orthodontic Contact Center Representative
The opportunity: The Bilingual Orthodontic Contact Center Representative role encompasses integral contributions to our Patient Advocate team, offering subject matter expertise to patients, handling escalated calls and consistently meeting volume and quality targets.
Successful candidates will have demonstrated experience in supporting patients and families via phone and email, addressing technical support, billing, collections, and insurance inquiries.
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.
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 Salesforce cases 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.
Have 3+ years of Orthodontic/Dental industry experience; specifically with insurance
Committed to 100% customer satisfaction whether by assisting employees on the floor or taking calls when volume requires.
Excel in communication skills - written, verbal and active listening; proven ability to speak in front of large groups or other teams.
Exhibit empathy and compassion for patients, and have a sense of urgency in solving problems.
Maintain a professional demeanor in all situations and settings.
Adapt to change quickly while multitasking and navigating multiple systems.
Have strong judgment and decision making abilities with excellent organizational skills.
Full medical, dental, and vision benefits
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
Compensation range: $19.50/hour
Work Authorization: You must be authorized to work for any employer in the US.
Physical Requirements and Work Environment: This job operates in a professional office 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
Climbing, balancing, crawling may be occasionally required
Reasonable accommodations may be made to enable individuals with disabilities to perform the job functions