Client Support Specialist

2 days ago

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OrthoFi

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Software as a Service • Orthodontics • Revenue Cycle Management • Insurance Processing • Patient Billing & Delinquency Mgmt

201 - 500

Description

• Participate in an onboarding program to immerse yourself in OrthoFi’s inclusive culture. • Undergo comprehensive training in our OrthoFi Software. • Complete a customer service and tech support curriculum. • Gain proficiency in all aspects of insurance, including eligibility, claims submission and processing, remittance, allocation of insurance payments, and issue resolution. • Shadow experienced Practice Advocate team members and Operations team members. • Review and confirm all company policies and procedures. • Gradually transition to independent support around the 30-day mark. • Receive training on handling both inbound and outbound communication types, with a strong emphasis on achieving first-call resolution and understanding escalation options when needed. • Manage all inbound and outbound communications with clients, ensuring professional and efficient interactions. • Create cases for advanced follow-up on accounts and provide clients with updates through various communication channels. • Independently handle all inbound and outbound client communications. • Consistently meet or exceed service level expectations, surpassing minimum performance standards. • Maintain a high-quality average score of 90%-100%. • Maintain an average call volume of 45 calls per day, exceeding minimum requirements.

Requirements

• A Bachelor’s degree or equivalent experience is preferred. • Orthodontic/dental/healthcare industry experience is a plus, we are willing to provide training for the right candidate. • 3-5 years of previous customer service experience. • Exceptional communication skills, enabling effective interactions through phone, email, chat, and in-person communication. • Comfort in managing a high volume of daily calls. • Strong problem-solving skills to analyze and identify root causes of complex problems and system issues. • An innate ability to quickly build rapport and trust with others, demonstrating empathy and compassion. • A strong commitment to delivering world-class customer service. • A desire to excel in a challenging and fast-paced environment. • Proficient with Microsoft Office and/or Google Documents. • Experience with Salesforce or other CRM platforms is preferred.

Benefits

• Full medical, dental, and vision benefits with 100% employer paid options and buy up plans • Flexible PTO • Employer HSA contribution • 9 Company Paid holidays • 401(k) match, 2% after 90 days of employment • Supportive culture with one-of-a-kind growth opportunities • Option to work from home or in the office • Paid Parental Leave • Peer-to-peer recognition program • Company sponsored premium subscription to the Calm app • Vendor discounts