Bilingual Customer Experience Professional
About OrthoFi
OrthoFi is a Denver-based startup that is revolutionizing the orthodontic industry with software solutions that give doctors the capability to start more patients and to offload time consuming front-office processes. Our patent-pending solution puts patients in control of their payment plans and makes costly treatments affordable to almost everyone. Founded by a dynamic combination of medical professionals, Wall Street veterans, and Fortune 500 executives, OrthoFi is revenue positive and poised to experience hyper-growth over the next five years. OrthoFi is on Inc. 5000’s Best Places to Work, ranked in Built in Colorado’s list of Top 100 Digital Companies in Colorado, and are #164 on the Inc. 5000 for 2018.
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.
About the Role
OrthoFi is building a world class team that is committed to wowing customers at every opportunity. We are looking for a premier Bilingual Customer Support Professional that is excited to join a fast-paced startup that is on the verge of realizing hyper-growth. We are looking for someone that is extremely self-motivated, loves a challenge and can start contributing on day one. The Customer Support Professional 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. This position will include a competitive salary and benefits, and may be eligible to earn stock options based on individual contribution and company performance.
Key Responsibilities
Provide world class customer service
Handle inbound calls, emails, and chats per standard operating procedures to ensure issues are resolved to the satisfaction of the customer and of OrthoFi
Provide detailed documentation around all customer issues
Escalate issues accordingly and contribute to improving the overall process and product through client feedback
Process customer refunds, process and review account adjustments, and resolve client discrepancies.
Provide support to OrthoFi’s patient and insurance accounts receivable function by making outbound calls to clients that are past due on payment or have experienced changes in their insurance.
Perform other assigned tasks and duties outside of the day to day operations.
Desired Skills and Experience
College degree or equivalent experience required
Fluent in English and Spanish required
Must have prior experience in customer service and/or call center functions
Commitment to 100% customer satisfaction
Excellent communication skills - written, verbal and active listening
Must exhibit empathy and compassion for patients.
Ability to maintain professional demeanor
Strong technical aptitude; ability to multi-task and navigate multiple systems
Ability to adapt to change quickly
Strong judgement and decision making abilities
Natural curiosity with a strong aptitude to learn quickly
Solid organizational skills
- Orthodontic/Dental industry experience a plus
Perks
PTO
Company breakfast once a month
Team building activities once a month
Company and team monthly outings
Meditation sessions
Reward Recognition
Casual Dress Atmosphere
Snacks on-site
Compensation commensurate with experience.