Bilingual Customer Service Representative

| Greater Denver Area
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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.
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! OrthoFi is a Denver-based startup that focuses on building software and service solutions designed to stimulate growth and streamline financial processes for orthodontic practices through rigorous analytics and cutting edge technology. 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 164th on the Inc 5000 list of fastest growing private companies in the US!
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.
The Opportunity
The Bilingual Call Center Customer Service Representative 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'll go through how you will impact patients and practices.
Within 1 Month You Will
Responsibilities include but are not limited to the following:
  • 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 in inbound call types.
  • Handle all outbound and inbound communications with financially responsible parties with assistance.
  • Create JIRA tickets 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.

The Skill Set
  • Must have prior experience in customer service and/or call center functions
  • Prior experience working in a remote setting is ideal
  • Bilingual in English and Spanish, both written and verbal
  • Commitment to 100% customer satisfaction
  • Excellent communication skills - written, verbal and active listening
  • Must 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 judgement and decision making abilities
  • Natural curiosity with a strong aptitude to learn quickly
  • Solid organizational skills
  • Orthodontic/Dental industry experience a plus

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: $16.00-16.50/hour
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Technology we use

  • Engineering
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • TypescriptLanguages
    • AWS LambdaLanguages
    • Angular (7)Languages
    • ReactLibraries
    • Node.jsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • ZohoCRM

Location

Fun fact! Our building used to be a manufacturing facility for Ford Model T cars. We're conveniently located at I25 and Broadway.

An Insider's view of OrthoFi

How does your team reward individual success?

We use a program called Kazoo to publicly reward and recognize team members. This is widely used, and is a great way to show your teammates some love for their hard work. We also reward team members who have received the most recognition for OrthoFi's core values.

Will Hoberg

Product Manager

What kinds of technical challenges do you and your team face?

We face challenges quite similar to other web shops, in that we have a legacy platform that could always be shinier and more robust, design considerations of how to move it into new technology stacks that are quicker, and the very fun challenges of how to move entire static human-driven workflows into dynamic new technologies.

Nate Stevens

Software Engineer

How do you empower your team to be more creative?

We believe creativity will come if we can appropriately turn our teams loose to solve business problems. We have adopted the Spotify Agile org model to promote autonomy, responsibility, and ownership to each of the teams to help aide this.

Steve O'Quin

VP of Technology

What’s the vibe like in the office?

Balanced. The vibe is the office always seems to be fun. I get excited going into work knowing I am going to be able to see my co-workers. There is an understanding that work needs to get done, but it doesn't have to be a drag.

Devin Gray

Software Engineer

What are OrthoFi Perks + Benefits

OrthoFi Benefits Overview

Full medical, dental, and vision benefits with 100% employer-paid options
401(k) match
A supportive culture with one-of-a-kind growth and development opportunities
Option to work from home or in the office
Employer HSA contribution
Paid Parental Leave
Company and team outings
Peer-to-peer recognition program
Casual dress atmosphere
Company sponsored premium subscription to the Calm app
Vendor discounts

Culture
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Mental Health Benefits
We offer a premium subscription to the Calm App for mental fitness.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
OrthoFi matches 2% of employee contributions after 90 days of employment.
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Some Meals Provided
Happy Hours
Professional Development Benefits
Diversity Program
Lunch and learns
Promote from within
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