Orthofi Customer Service — Expert Operational Guide

Overview and Purpose

Orthofi customer service is the front-line function that connects orthodontic practices, patients, and partner lenders. The objective is to deliver fast, accurate financial eligibility checks, application support, and post-approval account maintenance while protecting patient data and preserving practice revenue. In a high-volume environment a mature team processes 20–200 applications per practice per month; setting clear throughput and quality targets is essential.

This guide describes practical, measurable procedures: channel mix, staffing formulas, service-level agreements (SLAs), key performance indicators (KPIs), escalation paths, pricing examples, and sample contact templates. Use the examples as implementation-ready defaults and adapt them to local regulation and practice size.

Channels, Hours, and Contact Points

Customer experience must be omnichannel and consistent. Recommended primary channels are phone, secure web chat, email, and an authenticated portal. Phone remains critical for same-day approvals and consent verification; web chat or in-portal messaging handles routine status checks and document uploads. For 24/7 basic status lookup, automate portal access; reserve live agents for application assistance and disputes.

• Suggested hours: Live phone support 7:30–19:00 local time M–F, 9:00–14:00 Sat for practice-facing teams; 24/7 automated portal. Target average speed to answer: ≤90 seconds for phone, ≤15 minutes for chat during staffed hours.
• Sample contact points (example): Phone: (800) 555-0199; Support email: [email protected]; Portal: portal.orthofi-example.com. Use role-based inboxes (support@, disputes@, billing@) to maintain SLA routing.

Document retention and multichannel thread continuity are critical. Every interaction must be captured in the CRM with unique case IDs; policy is to close cases only after confirmation from the practice or patient, or after 30 days of inactivity when appropriate. For outbound calls, maintain DNC compliance and store call recordings for 90–365 days depending on jurisdiction.

Staffing, Training, and Onboarding

Staffing should be based on peak volume. A practical formula: 1 full-time agent per 250–350 monthly applications for handling and verification; add 1 dedicated escalations specialist per 1,000 accounts. Expect new agents to reach baseline competency in 10–14 business days with a focused onboarding plan and to reach full productivity within 60–90 days.

Training must include 12 core modules: product & pricing, underwriting rules, data security/PHI handling, systems (CRM, POS, portal), dispute resolution, scripting and soft skills, local regulatory requirements, fraud indicators, escalation flow, metric literacy, NPS methodology, and accessibility. Each module should combine 30–90 minutes of e-learning plus supervised live calls; require passing a skills check with 90% accuracy for critical tasks.

SLAs, KPIs, and Quality Measures

Define SLAs that are specific and measurable. Example SLA targets for a high-performing Orthofi customer service function: first response for inbound phone calls ≤90 seconds, email acknowledgement ≤4 business hours, chat response ≤30 seconds, document processing within 24 hours. For escalations, initial acknowledgement within 2 hours and resolution within 72 hours for standard cases, 14 days for complex credit or legal reviews.

• Core KPIs (targets): First Contact Resolution (FCR) 78–85%; Average Handle Time (AHT) 6–12 minutes for phone; Net Promoter Score (NPS) ≥55 for practice users and ≥45 for patients; Chargeback/dispute rate ≤0.5% of processed payments.
• Quality assurance: 5–8 call reviews per agent per month, scoring rubrics with 90%+ accuracy on critical items (consent language, fee disclosure, privacy), and monthly root-cause analyses for any KPI breaches.

Measure customer effort and outcome. Track time-to-funding for practice partners (target 1–3 business days post-approval) and patient satisfaction by cohort and lifecycle stage. Publish a monthly service dashboard with SLA attainment, backlog, top 10 issues, and corrective actions.

Escalation Paths, Dispute Resolution, and Compliance

Escalation paths must be linear, documented, and time-bound. Level 1: agent with supervisor review (acknowledge within 2 hours). Level 2: specialist or underwriting team for credit/product exceptions (acknowledge within 4 hours). Level 3: legal/compliance review for regulatory disputes (acknowledge within 24 hours). Each level documents a decision within the stated resolution window and a 1:1 follow-up with the practice leader if resolution exceeds targets.

For disputes and chargebacks, implement a standard packet: original application, consent logs, call recording, SMS/email opt-in logs, billing ledger, and a decision memo. Maintain audit-ready files for 3–7 years depending on local regulation. Regularly review trends; if dispute rate exceeds 0.5% over a rolling 90-day window, initiate a process audit and retraining within 10 business days.

Pricing Models, Reporting, and Practical Templates

Pricing for third-party customer service can vary. Typical commercial models include per-transaction fees ($1.50–$5.00 per application), per-user seat fees ($450–$1,200 per seat/month), or blended fixed + variable (example setup fee $500–$1,500, monthly base $1,000, plus $2.50 per application). Choose a model that aligns incentives to conversion rate and low dispute frequency.

Reporting templates should include daily opening dashboards (volume, SLA breaches, urgent escalations), weekly trend reports (NPS, dispute rate, FCR), and monthly executive summaries with root-cause analysis and remediation plans. Provide practices with a monthly partnership scorecard containing conversion %, funds disbursed, average time-to-fund, and top 3 patient friction points. Example template header: practice name, month, applications received, approvals, conversion rate, average AHT, FCR, open escalations.

Does OrthoFi pull credit?

The process begins by gathering some basic information about the patient’s financial situation. This includes their credit score, income level, and any insurance coverage they may have. With this information in hand, OrthoFi assesses the patient’s eligibility for various financing options.

How do I contact Orthofeet customer service?

Call our customer support team at 1-800-524-2845 or submit your questions via email to [email protected].

How do I change the payment method on OrthoFi?

Making Payments & Changing Payment Methods
If you need to change payment methods you can do so by logging into your OrthoFi account and selecting Add Payment Method. Accepted payment methods are: all major credit cards, flexible spending accounts, health care spending accounts and direct debit from a checking account.

Can I pay my braces off?

Absolutely! We understand that orthodontic treatment is an investment, and we offer affordable 24-month payment plans to help make the cost more manageable for you and your family. Our flexible payment options ensure that you can receive the treatment you need without financial strain.

How do I contact OrthoFi customer care?

If you encounter any accessibility barriers or have suggestions to improve the accessibility of our website, please contact us at [email protected] or call us at +1 (877) 766-5220.

What are the different types of OrthoFi products?

OrthoFi Products That Help You Grow Your Practice

• Patient Intake Forms.
• Insurance Eligibility Verification.
• Soft Credit Check.
• Financial Presentation.
• Pending Treatment Management.
• Observation Patient Management.
• Insurance Claim Maximization.
• Insurance Revenue Management.