Call Center Representative

• Assists external and internal clients with debit card, digital banking and various banking needs via telephone.
• Identifies client needs, clarifies information, troubleshoots, and research to resolve every issue and/or provide solutions related to banking needs.
• Manages outbound calls in a timely manner.
• Answers incoming calls to assist with digital banking needs, provide information about products and services, and respond to client complaints in a respectful and helpful manner.
• Participates in training programs to continuously improve product knowledge and service skills.
• Escalates client complaints or issues to management when necessary.
• Handles debit card travel alerts and increases for clients and branches.
• Processes deposit account file maintenance, requests for copies of checks and/or statements, and other requests as necessary.
• Responds to requests for stop payments, including COD interest check stop payment requests.
• Places outbound calls when needed.
• Works shift schedule and/or swing shifts, including nights and weekends.
• Completes special projects and additional duties as assigned.

Call Center Specialist – Swing Shift

• Oversee daily Patient Access contact center operations to ensure consistent service delivery, operational coverage, productivity, schedule adherence, quality, and client satisfaction.
• Manage and support Patient Access leadership, including Patient Access Managers, Floor Managers, Team Leads, Supervisors, or other assigned operational leaders.
• Ensure leaders are effectively managing employee performance, attendance, productivity, quality, coaching, corrective action, and daily operational execution.
• Monitor real-time and historical department performance to identify staffing gaps, queue concerns, service level risks, workflow issues, and performance trends.
• Ensure Patient Access teams meet or exceed established KPIs, including service level, abandonment rate, average speed of answer, average handle time, schedule adherence, productivity, quality scores, attendance, and client-specific performance metrics.
• Partner with Workforce Management to ensure proper staffing, schedule coverage, intraday management, overtime control, VTO usage, and forecast alignment.
• Ensure operational leaders are reviewing agent activity, call volume, schedule adherence, login/logout activity, timekeeping discrepancies, and other performance indicators.
• Identify operational barriers and implement action plans to improve performance, efficiency, quality, employee accountability, and patient/customer experience.
• Maintain a strong understanding of all Patient Access workflows, including scheduling support, answering service support, call routing, client-specific scripting, escalation procedures, and documentation requirements.

Operations Director – Call Center

• Offer subject matter expertise to patients and handle escalated calls
• Manage Salesforce and our message center
• Handle insurance tasks
• Set an example by meeting SLAs consistently
• Occasionally lead team huddles and meetings
• Attend on-boarding and learn about OrthoFi’s culture
• Train in our OrthoFi Software
• Complete customer service and collections specific on-boarding curriculum
• Handle all outbound and inbound communications with financially responsible parties

Bilingual Orthodontic Contact Center Representative

• Assists external and internal clients with debit card, digital banking, and various banking needs via telephone
• Identifies client needs, clarifies information, troubleshoots, and researches to resolve issues
• Manages outbound calls and answers incoming calls for assistance with digital banking needs
• Participates in training programs to improve product knowledge and service skills
• Escalates client complaints to management when necessary
• Handles debit card travel alerts and increases for clients and branches
• Processes deposit account file maintenance and requests
• Responds to requests for stop payments
• Completes special projects and additional duties as assigned

• Communicating financial liability with patients prior to their scheduled appointments.
• Inbound and outbound patient calls, accepting payments, and pre-registering patient accounts.
• Communicating with clinical providers when required.
• Verifying patient demographics and insurance payer information.
• Providing patients with cost estimates and explaining financial information to patient and staff.
• Educating patients on payment options.
• Collecting and documenting patient and guarantor information accurately across systems.
• Attempting to collect payment in advance of services, processing payments, reconciling accounts.

Pre-Service Representative – Financial Clearance, Call Center

• Take approximately 40–50 inbound calls per day.
• Serve as the first point of contact for the organization.
• Answer questions related to benefits, eligibility, claims, and general account issues.
• Use multiple systems at one time while speaking with callers.
• Follow established policies and scripts to provide accurate information.
• Handle challenging or emotional calls professionally and calmly.
• Document each call thoroughly before moving to the next one.

Account Advisor I – Call Center

• Deliver virtual and classroom call center training for new hires and existing agents
• Coach agents through live call monitoring, roleplay, and one-on-one feedback
• Develop and update training materials, scripts, and sales exercises
• Identify skill gaps and escalate performance risks to the Training Manager
• Document daily EOD recaps and live monitoring findings with behavioral specificity

Call Center Trainer

• Manage a high volume of inbound and outbound calls
• Provide exceptional customer service
• Schedule patient appointments accurately using the organization's EMR system
• Assist patients in rescheduling or canceling appointments
• Verify and update patient demographic and insurance information
• Document all patient interactions and maintain accurate call records
• Collaborate with clinical staff and other departments to ensure a seamless patient experience
• Follow HIPAA regulations to maintain patient confidentiality and data security

• Handle inbound and outbound calls
• Use consultative sales techniques to close deals
• Recommend training programs based on customer needs
• Meet or exceed sales goals and KPIs

Inside Sales Representative – Call Center, Pet Training Services

• Provide support via phone, email, and chat
• Resolve cancellation requests with tailored solutions
• Assist clients based on needs
• Manage scheduling and case tracking

Retention Specialist – Customer Retention, Save Calls

• Manage full-cycle recruiting for call center roles (sourcing to offer)
• Review applications and conduct initial candidate screenings
• Schedule and coordinate interviews with hiring managers
• Communicate with candidates via phone, email, and messaging platforms
• Maintain accurate candidate records in the applicant tracking system
• Ensure a positive candidate experience throughout the hiring process
• Meet weekly hiring targets and time-to-fill goals

Call Center Recruiter

• Acts as a liaison between the Chargemaster and the physicians/patients.
• Answers patient and physician inquiries regarding pricing questions and provides accurate estimates.
• Assists with pricing transparency and education to explain the process to physicians and patients.
• Works with the Epic team in establishing rules and creation of estimate templates.
• Utilizes appropriate coding guidelines to assign ICD-10 and CPT codes.

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