OrthoFi

Solutions Engineer

• Act as a trusted consultant to orthodontic practices, guiding them on best practices for operational efficiency, patient financing, and revenue growth
• Analyze KPIs, financial data, and workflow efficiencies to identify areas for improvement and provide actionable recommendations
• Help practices interpret their Smiles Performance Assessment data, offering insights on how to optimize patient conversion, collections, and case acceptance
• Deliver high-impact product demonstrations and presentations to key stakeholders, adapting to different levels of technical knowledge within client teams
• Create demonstration scenarios that simulate real-world applications of OrthoFi’s solutions, highlighting key features that meet specific client needs and drive value
• Develop proof of concepts (POCs) or pilot programs as needed to help clients envision OrthoFi’s capabilities in their business environment
• Work closely with the customer success team to ensure new clients are effectively onboarded and achieving expected results
• Act as a bridge between clients and internal teams, ensuring customer feedback informs product development and sales strategies
• Continuously refine our consultative approach, playbooks, and client engagement strategies to drive maximum value

Solutions Consultant

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

Solutions Consultant

Client Support Specialist