Customer Service Rep
IonTuition
Client Support Specialist
OrthoFi
full-time
Posted on:
Origin: • 🇺🇸 United States • Colorado, Florida, Louisiana, North Carolina, Ohio, Tennessee
Visit company websiteSalary
💰 $20 per hour
Job Level
Mid-LevelSenior
About the role
- 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
Requirements
- A Bachelor’s degree or equivalent experience is preferred
- Orthodontic/dental/healthcare industry experience is a plus
- 3+ 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
- Experience with Salesforce or other CRM platforms is preferred
- You must be authorized to work for any employer in the US
