OrthoFi · 3 days ago
Client Support Specialist
United States
Full-time
Remote
Entry Level
$20/hr - $20/hr
3+ years exp
Maximize your interview chancesEnterprise SoftwareHealth Care
No H1B
Hiring Manager
Lindsay Borges
Insider Connection @OrthoFi
Get 3x more responses when you reach out via email instead of LinkedIn.
Responsibilities
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.
Qualification
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Required
A Bachelor’s degree or equivalent experience is preferred.
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.
Work authorization: You must be authorized to work for any employer in the US.
Preferred
Orthodontic/dental/healthcare industry experience is a plus, we are willing to provide training for the right candidate.
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 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
Company
OrthoFi
OrthoFi is a SaaS-based platform that offers software solutions for the orthodontic industry.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$3.7MKey Investors
Accel-KKRBoathouse Capital
2019-05-06Private Equity· Undisclosed
2016-03-05Series Unknown· Undisclosed
2015-05-15Series Unknown· $1.5M
Leadership Team
Jamie Reynolds
Co-Founder
Wendy Glickenhouse
Chief Financial Officer
Company data provided by crunchbase
