Bilingual Dental or Orthodontic Contact Center Representative

This is a fully remote position, open to applicants in Alabama, +9 more states.

📋 Description

• Deliver subject matter expertise to patients as a member of the Patient Advocate team.

• Manage escalated calls while assisting patients and families through phone and email support.

• Address inquiries related to technical support, billing, collections, and insurance.

• Serve as a secondary contact for the Floor Captain.

• Oversee Salesforce and the message center.

• Complete tasks related to insurance.

• Regularly achieve service-level agreements, volume, and quality objectives.

• Occasionally lead team huddles and meetings.

• Participate in onboarding to understand OrthoFi’s culture.

• Train on OrthoFi and OrthoBanc software, customer service, collections, and insurance processes.

• Shadow members of the customer service team.

• Conduct both outbound and inbound communications with financially responsible parties.

• Create Salesforce cases for comprehensive account follow-up.

• Contribute to the achievement of service levels and collections operations.

• Maintain a quality average score of 90%-100% and an average of 45 calls per day.

⛳️ Requirements

• Minimum of 1 year of experience in the Orthodontic/Dental industry, particularly with insurance.

• Demonstrated experience in supporting patients and families via phone and email.

• Experience in addressing technical support, billing, collections, and insurance inquiries.

• Established mastery of subject matter.

• Capability to manage escalated calls and meet volume and quality targets.

• Strong written, verbal, and active listening communication skills.

• Proven ability to address large groups or other teams effectively.

• Empathy and compassion towards patients.

• A sense of urgency in resolving issues.

• Professional demeanor in all environments and situations.

• Ability to quickly adapt to change while multitasking and navigating various systems.

• Strong judgment and decision-making skills.

• Excellent organizational skills.

• Must be authorized to work for any employer in the US.

• Must possess a quiet, dedicated workspace free from distractions.

• Reliable internet connection of 50Mbps or higher.

🏝️ Benefits

• Comprehensive medical, dental, and vision benefits with fully employer-paid options and buy-up plans.

• Paid time off (PTO).

• Employer contributions to Health Savings Accounts (HSA).

• Nine company-paid holidays.

• 401(k) matching at 3% after 90 days of employment.

• Flexibility to work from home.

• Supportive culture offering unique growth opportunities.

• Paid parental leave.

• Two-week "ease-back" program for parents returning part-time at full pay.

• Peer-to-peer recognition program.

• Discounts from various vendors.