Client Support Specialist (Remote)

Roles based outside of our Denver office can sit in any of the following states: Colorado, Florida, Georgia, Louisiana, North Carolina, Ohio, Tennessee, and Texas. Please only apply if you are able to live and work full-time in one of the states listed above.

Who We Are

At OrthoFi, we're not just another player in the orthodontic industry – we're the driving force that helps orthodontists launch more smiles while ensuring top-tier patient care. Our tech-savvy solutions are the secret sauce that empowers orthodontic practices across the United States. With a track record of supporting over 2,000 practices, and in partnership with OrthoBanc, we've unlocked access to quality, affordable orthodontic care for a whopping 3.2 million patients and counting!

Picture this: Our cutting-edge Patient Acquisition software combined with our expert Revenue Cycle Management solutions propels practices to achieve jaw-dropping 13% year-over-year growth. Plus, when it comes to patient and insurance billing, our collection results leave competitors in the dust.

Behind our mission is a dynamic team of around 300 passionate individuals. Our headquarters is based in Denver, CO, with employees spread across several states. Join us in our quest to transform the orthodontic landscape – where innovation meets dedication, and starting more smiles are just the beginning.

Our purpose is to radically improve the way patients access and pay for quality elective care. Diversity, equity, and inclusion (DEI) ensures we can fulfill our purpose by creating a better, more equitable and inclusive workplace for our community members and healthcare experience for all.

By focusing on DEI, we are working towards our mission of connecting more patients with quality orthodontic and dental care and helping make treatment accessible to over 1 million patients a year by 2025. Equity is core to our mission to serve patients, and DEI is embedded in our core values, especially “seek diversity,” and “do what’s right.”"

OrthoFi is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

The position must be available to start between the hours of 6 - 8:30 am MT / 7 - 9:30 am CT / 8 - 10:30 am ET.

The Opportunity 

The Client Support Specialist position is a pivotal role within our Practice Advocate team. As a Client Support Specialist, you will play a crucial role in providing support to orthodontic practices and their patients via phone and email, focusing on technical support, billing and collections, and insurance matters. 

Within 1 Month You Will:

Responsibilities include but are not limited to the following:

• Participate in an onboarding program to immerse yourself in OrthoFi’s inclusive culture.
• Undergo comprehensive training in our OrthoFi Software.
• Complete a customer service and tech support curriculum.
• Gain proficiency in all aspects of insurance, including eligibility, claims submission and processing, remittance, allocation of insurance payments, and issue resolution.
• Shadow experienced Practice Advocate team members and Operations team members.
• Review and confirm all company policies and procedures.
• Gradually transition to independent support around the 30-day mark.

Within 2 Months You Will:

• Receive training on handling both inbound and outbound communication types, with a strong emphasis on achieving first-call resolution and understanding escalation options when needed.
• Manage all inbound and outbound communications with clients, ensuring professional and efficient interactions.
• Create cases for advanced follow-up on accounts and provide clients with updates through various communication channels.

Within 3 Months You Will:

• Independently handle all inbound and outbound client communications.