About The Position
The Bilingual Orthodontic Contact Center Representative role encompasses integral contributions to our Patient Advocate team, offering subject matter expertise to patients, handling escalated calls and consistently meeting volume and quality targets. Successful candidates will have demonstrated experience in supporting patients and families via phone and email, addressing technical support, billing, collections, and insurance inquiries. This position requires proven subject matter mastery and the capacity to embrace added responsibilities. It's an opportunity for career growth in revenue cycle management or high-level customer support relations. Responsibilities include acting as a secondary point of contact to the Floor Captain, managing Salesforce and our message center, insurance tasks, setting an example by meeting SLAs consistently, and occasionally leading team huddles and meetings. The position must be available to work between the hours of Monday-Thursday 10:00-6:30 MT and Friday 8:30-5:00 MT.
Requirements
- Bilingual in Spanish and English.
- 3+ years of Orthodontic/Dental industry experience, specifically with insurance.
- Committed to 100% customer satisfaction.
- Excel in communication skills - written, verbal and active listening.
- Proven ability to speak in front of large groups or other teams.
- Exhibit empathy and compassion for patients.
- Have a sense of urgency in solving problems.
- Maintain a professional demeanor in all situations and settings.
- Adapt to change quickly while multitasking and navigating multiple systems.
- Strong judgment and decision making abilities.
- Excellent organizational skills.
- Must be able to live and work full-time in Arizona, Alabama, Missouri, Colorado, Florida, Georgia, Louisiana, North Carolina, Ohio, Tennessee, or Texas.
- Must be authorized to work for any employer in the US.
Nice To Haves
- Experience in revenue cycle management or high-level customer support relations.
Responsibilities
- Offer subject matter expertise to patients.
- Handle escalated calls.
- Consistently meet volume and quality targets.
- Support patients and families via phone and email.
- Address technical support, billing, collections, and insurance inquiries.
- Act as a secondary point of contact to the Floor Captain.
- Manage Salesforce and the message center.
- Perform insurance tasks.
- Meet SLAs consistently.
- Occasionally lead team huddles and meetings.
- Make outbound contact with financially responsible parties.
- Handle all outbound and inbound communications with financially responsible parties.
- Create Salesforce cases for advanced follow up on accounts.
- Independently handle all outbound and inbound communications with financially responsible parties.
- Effectively contribute to service levels and collections operations.
- Maintain a quality average score of 90%-100%.
- Maintain a volume of 45 calls per day on average.
Benefits
- Full medical, dental, and vision benefits
- Flexible PTO
- Employer HSA contribution
- 9 Company Paid holidays
- 401(k) match, 2% after 90 days of employment
- Supportive culture with one-of-a-kind growth opportunities
- Option to work from home or in the office
- Paid Parental Leave
- Two-week "ease-back" program that enables parents to return part-time at full pay
- Company and team outings
- Peer-to-peer recognition program
- Vendor discounts
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
