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 was recently named one of Denver’s fastest growing companies by the Denver Business Journal and ranked in Built in Colorado’s list of 2016 Top 100 Digital Companies in 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.

About the Role

The Customer Experience Manager is responsible to manage both our inbound and outbound call center functions. This role will be focused on meeting/exceeding inbound service delivery expectations to include but not limited to, customer CSAT performance, call handling process improvements, call scripting, client facing protocols, create trainings to improve call handling and interactions, etc. This role will also be responsible for managing our clients A/R to include but limited to, establish dialer/contact strategies, monitor and measure performance by client, and partner with our internal client services team to address client-specific opportunities. The position also manages a number of administrative functions such as, but not limited to, scheduling, staffing, dialer management, and reporting. This position currently manages 2 supervisory level direct reports and a team of 20+ frontline employees.

Responsibilities

Responsibilities include but are not limited to the following:

• Determines outbound call center operational strategies by conducting client needs assessments, reviewing performance results, capacity planning, and leveraging technologies to improve client delinquency rates while reducing/improving costs

• Ensures all inbound service delivery metrics are met/exceeded

• Monitors inbound volume and partners with VP of Ops and our Product team to develop better call handling/self-service strategies

• Utilizes technically to better service the team while improving the customer experience for our customers

• Provides feedback on delinquency protocols and makes necessary changes to improve performance

• Creates and delivers inbound/outbound trainings to improve frontline teammate performance

• Supports human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees

• Manages teammate scheduling activities; dialer loading, letter, and email response performance

• Manages letter vendor performance & ensures the vendor is performing to expectations

• Ensures all communication with the financially responsible party is documented appropriately within the OrthoFi system

• Responsible for communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures

• Conducts A/B testing and prepares the appropriate testing performance tracking

• Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions

• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends

• Focused on building a best in class team who is inspired to exceed customer expectations and a culture that is inclusive, accountable and driven

• Accomplishes organizational goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments

• Ensures team is adhering to all applicable regulations, HIPAA, TCPA, FDCPA, etc to the Inbound Team Lead as needed

Desired Skills and Experience

• Bachelor’s degree or equivalent work experience required

• Previous call center management experience in an inbound, outbound & email support function preferred

• 5-10 years of experience in customer service, collections, and/or technical support required

• Excellent email writing skills, specific to customer-facing interactions

• Experience in coaching and training individuals or groups preferred

• Excellent written, verbal, analytical and communication skills

• Experience with Microsoft Office

• Demonstrated ability to conduct A/B testing -- driving innovation/developing creating solutions

• Experience managing mail merge processes for email and letters

• Experience leveraging technology to improve scalability

Perks

• Nurturing and supportive culture

• Unlimited PTO

• Monthly team building activities

• Company and team outings

• Meditation sessions and wellness initiatives

• Peer-to-peer recognition program

• Casual dress atmosphere

• Unlimited snacks and coffee