Senior Customer Experience Professional (Practice Advocate)

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 per year 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. We also automate many of the orthodontic business processes to help orthodontists save time and money.  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.

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. As a team, we enjoy the opportunity to make an impact on our customer’s lives and within our team.

About the Role

The Senior Customer Experience Professional is a member of the Practice Advocate team and is responsible for providing direct support primarily to orthodontic practices and their patients via phone and email with respect to technical support, billing and collections, and insurance.

Responsibilities

Responsibilities include but are not limited to the following:

• Provide world class customer service to both orthodontic practices and their patients.

• Handle inbound calls and emails per standard operating procedures to ensure issues are resolved quickly and professionally to the satisfaction of the customer and OrthoFi.

• Perform root cause analysis on issues to provide resolution.

• Responsible as primary inbound point of contact for OrthoFi practices.

• Identify potential training opportunities and process improvements within the practice.

• Provide detailed documentation around all customer issues and communicate issues internally and externally as required.

• Partner closely with Account Management and Implementation teams to ensure the initial and ongoing success of our practices.

• Perform other assigned tasks and duties outside of the day to day operations.

Desired Skills and Experience

• Minimum of a Bachelor’s degree required

• 3-5 years prior customer service experience

• Excellent communication skills to effectively interact by phone, email, chat, and in-person is required

• Comfortable receiving a high volume of calls every day

• Strong ability to analyze and root cause complex problems and system issues

• Aptitude for building rapport and trust among others quickly. Must exhibit empathy and compassion

• Commitment to providing World Class customer service

• A strong desire to work in a challenging, fast-paced environment is a must

• Orthodontic/Dental industry experience a plus, but we are willing to train the right candidate.

Perks

• Awesome and supportive culture

• PTO

• On-site gym

• Company breakfast once a month

• 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

This position will include a competitive salary and benefits, and may be eligible to earn stock options based on individual contribution and company performance. Compensation commensurate with experience.