OrthoFi

Customer Support

• Provide support to orthodontic practices and their patients via phone and email, focusing on technical support, billing and collections, and insurance matters
• Participate in an onboarding program and comprehensive training in OrthoFi Software, customer service and tech support curriculum
• Gain proficiency in all aspects of insurance: eligibility, claims submission and processing, remittance, allocation of insurance payments, and issue resolution
• Shadow and transition to independent support, handling inbound and outbound communications, creating cases for advanced follow-up, and providing client updates
• Achieve first-call resolution, meet service level expectations, maintain high-quality scores (90%-100%), and average call volume (~45 calls/day)
• Review and confirm company policies and procedures
• Collaborate with Practice Advocate and Operations team members

Client Support Specialist