Senior Customer Experience Advocate at OrthoFi

| Greater Denver Area
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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

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 the 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 the primary inbound point of contact for OrthoFi practices.

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

  • Provide detailed documentation on 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

  • 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

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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

What makes someone successful on your team?

My team members never look at a problem and say, "Not mine." Instead everyone jumps in willingly regardless of their role contributing knowledge, ideas, and solutions to ensure we move forward with the best experience for our clients.

Mary Foster

Product Manager

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

Nurturing and supportive culture
Monthly team building activities
Company and team outings
Meditation sessions and wellness initiatives
Peer-to-peer recognition program
Casual dress atmosphere
Snacks and coffee

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
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
Lunch and learns
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