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303 E. 17th Avenue #400 Denver
Denver, (United States)

Phone: (303) 502-9007

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Customer Experience Advocate

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Job ID: 50559
Location: Denver, Colorado, United States
Zip Code: .
Job Category: Customer Service
Employment Type: Full time
Salary: Neg per year

Job Description

OrthoFi is a Denver-based startup that is revolutionizing the orthodontic industry with software solutions that give doctors the capability to start more patients per year and to offload time consuming front-office processes. Our patent-pending solution puts patients in control of their payment plans and makes costly treatments affordable to almost everyone. We also automate many of the orthodontic business processes to help orthodontists save time and money. Founded by a dynamic combination of medical professionals, Wall Street veterans, and Fortune 500 executives, OrthoFi is revenue positive and poised to experience hyper-growth over the next five years.In the OrthoFi community, members are valued for who they are, supported no matter where they are, and motivated to excel personally and professionally. People who join our community are self-starters and love a challenge! We’re looking for passion-driven, dynamic individuals that are excited about a fast-paced and fun environment. As a team, we enjoy the opportunity to make an impact on our customer’s lives and within our team. 
About the RoleThe Customer Support Professional will be part of the Patient Advocate team and will be responsible for providing direct support primarily to patients and their families, and occasionally to orthodontic practice staff via phone, email and online chat with respect to technical support, billing and collections, and insurance. 


Job Requirements

Responsibilities include but are not limited to the following:

  • Provide world class customer service
  • Handle inbound calls, emails, and chats per standard operating procedures to ensure issues are resolved to the satisfaction of the customer and of OrthoFi
  • Provide detailed documentation around all customer issues
  • Escalate issues accordingly and contribute to improving the overall process and product through client feedback
  • Process customer refunds, process and review account adjustments, and resolve client discrepancies.
  • Provide support to OrthoFi’s patient and insurance accounts receivable function by making outbound calls to clients that are past due on payment or have experienced changes in their insurance.
  • Perform other assigned tasks and duties outside of the day to day operations.

Desired Skills and Experience

  • College degree or equivalent experience required
  • Fluent in English and Spanish preferred
  • Must have prior experience in customer service and/or call center functions
  • Commitment to 100% customer satisfaction
  • Excellent communication skills - written, verbal and active listening
  • Must exhibit empathy and compassion for patients.
  • Ability to maintain professional demeanor
  • Strong technical aptitude; ability to multi-task and navigate multiple systems
  • Ability to adapt to change quickly
  • Strong judgement and decision making abilities
  • Natural curiosity with a strong aptitude to learn quickly
  • Solid organizational skills
  • Orthodontic/Dental industry experience a plus

This position will include a competitive salary and benefits, and may be eligible to earn stock options based on individual contribution and company performance. Compensation commensurate with experience. If you meet these requirements and are truly excited about helping to start an amazing company, send your resume to (in PDF format only) and describe why you feel you would be a good fit at OrthoFi.


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