OrthoFi
OrthoFi is a software and service company that provides solutions for orthodontic practices to enhance patient acquisition, streamline revenue cycle management, and offer comprehensive data and analytics. Created by orthodontists for orthodontists, OrthoFi's end-to-end platform simplifies patient onboarding, optimizes insurance management, and improves patient billing and collections. The company is recognized as a leader in same-day contracts, helping practices to achieve significant growth and improve conversion rates. With over 1 million starts and more than $5 billion in orthodontic production, OrthoFi aims to reduce administrative burden, allowing orthodontists to focus on providing quality care.
Software as a Service • Orthodontics • Revenue Cycle Management • Insurance Processing • Patient Billing & Delinquency Mgmt
Quality Assurance Specialist
March 7
⛰️ Colorado – Remote
💵 $48k - $50k / year
⏰ Full Time
🟡 Mid-level
🟠 Senior
🔧 QA Engineer (Quality Assurance)
OrthoFi
OrthoFi is a software and service company that provides solutions for orthodontic practices to enhance patient acquisition, streamline revenue cycle management, and offer comprehensive data and analytics. Created by orthodontists for orthodontists, OrthoFi's end-to-end platform simplifies patient onboarding, optimizes insurance management, and improves patient billing and collections. The company is recognized as a leader in same-day contracts, helping practices to achieve significant growth and improve conversion rates. With over 1 million starts and more than $5 billion in orthodontic production, OrthoFi aims to reduce administrative burden, allowing orthodontists to focus on providing quality care.
Software as a Service • Orthodontics • Revenue Cycle Management • Insurance Processing • Patient Billing & Delinquency Mgmt
📋 Description
• Implement and utilize NICE InContact Speech Analytics to analyze and extract meaningful insights from customer interactions, identify trends, and assess agent performance • Leverage predictive analytics to forecast call volume, anticipate customer needs, measure agent performance trends and reduce customer churn risk • Conduct sentiment analysis to gauge customer emotions and pinpoint opportunities for service improvement • Monitor FCR, NPS, CSAT, and other key performance indicators (KPIs) to assess service effectiveness • Partner with Training and QA Manager to develop QA scorecards and dashboards to track performance, compliance, and coaching opportunities • Analyze customer interaction patterns to identify process inefficiencies and recommend data-driven improvements • Utilize process mapping techniques to streamline workflows and enhance operational efficiency • Drive automation initiatives by integrating AI-powered analytics • Collaborate with cross-functional teams (CX, Operations, Training, and IT) to implement insights from QA findings • Develop and present reports with actionable insights to leadership • Assist in leading process improvement initiatives using frameworks like Lean Six Sigma • Secure stakeholder buy-in by effectively communicating findings, recommendations, and business impact • Stay up to date with emerging AI trends and analytics technologies to enhance QA and CX strategies
🎯 Requirements
• 3+ years of experience in QA analytics, customer experience analytics, or business process improvement • Proficiency in NICE InContact Speech Analytics, predictive analytics, and sentiment analysis tools • Strong understanding of CX performance metrics (FCR, NPS, CSAT, VoC) and their impact on business outcomes • Knowledge of automation and AI-driven analytics for process enhancement • Experience with data visualization tools (Power BI, Tableau) and data querying (SQL preferred) • Experience in process mapping and workflow optimization (Visio, Lucidchart, Lean Six Sigma) • Ability to identify inefficiencies and recommend improvements based on data-driven insights • Familiarity with AI-based solutions for workflow automation • Strong critical thinking and problem-solving skills to analyze complex data sets and drive business decisions • Excellent communication and storytelling with data, with the ability to present insights to stakeholders • Experience in change management and stakeholder engagement, with the ability to influence leadership decisions
🏖️ 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 as well as a two-week "ease-back" program that enables parents to return part-time at full pay • Company and team outings • Peer-to-peer recognition program • Company sponsored premium subscription to the Calm app • Vendor discounts
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