Bilingual Dental or Orthodontic Contact Center Representative
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Job Description
Bilingual contact center representative supporting OrthoFi’s orthodontic and dental patients. Handling escalated calls, billing, collections, insurance inquiries, and Salesforce follow-up.
Responsibilities:
- Provide subject matter expertise to patients as part of the Patient Advocate team
- Handle escalated calls and support patients and families via phone and email
- Address technical support, billing, collections, and insurance inquiries
- Act as a secondary point of contact to the Floor Captain
- Manage Salesforce and the message center
- Complete insurance tasks
- Consistently meet service-level agreements, volume, and quality targets
- Occasionally lead team huddles and meetings
- Attend onboarding and learn OrthoFi’s culture
- Train in OrthoFi and OrthoBanc software, customer service, collections, and insurance
- Shadow customer service team members
- Make outbound and inbound communications with financially responsible parties
- Create Salesforce cases for advanced account follow-up
- Contribute to service levels and collections operations
- Maintain a 90%-100% quality average score and an average volume of 45 calls per day
Requirements:
- 1 year Orthodontic/Dental industry experience, specifically with insurance
- Proven experience supporting patients and families via phone and email
- Experience addressing technical support, billing, collections, and insurance inquiries
- Proven subject matter mastery
- Ability to handle escalated calls and meet volume and quality targets
- Strong written, verbal, and active listening communication skills
- Proven ability to speak in front of large groups or other teams
- Empathy and compassion for patients
- Sense of urgency in solving problems
- Professional demeanor in all situations and settings
- Ability to adapt quickly to change while multitasking and navigating multiple systems
- Strong judgment and decision-making abilities
- Excellent organizational skills
- Must be authorized to work for any employer in the US
- Must have a quiet, dedicated workspace with no distractions
- Reliable internet connection of 50Mbps
Benefits:
- Full medical, dental, and vision benefits with 100% employer paid options and buy up plans
- PTO
- Employer HSA contribution
- 9 company-paid holidays
- 401(k) match, 3% after 90 days of employment
- Ability to work from home
- Supportive culture with one-of-a-kind growth opportunities
- Paid parental leave
- Two-week "ease-back" program enabling parents to return part-time at full pay
- Peer-to-peer recognition program
- Vendor discounts
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