Client Success Lead

Job description

**About Wisdom** Wisdom blends industry expertise with advanced technology to make dental practices work better for everyone involved. We believe dentistry is about people, and we exist to make the future of dentistry stronger and more sustainable for dentists, their teams, and the patients they serve. We match administrative teams with expert billers and custom-built technology to take on the heavy lifting of dental billing while maximizing dentists’ time in-office, and their bottom line. Coming from a fresh $21M Series A round of funding we are looking for exceptional candidates to help us build a category-defining company. Wisdom has employees across the US. **Client Success Lead** **Dental revenue cycle management | Remote, United States Full time, fixed salary, W2 | Remote | 5+ years of dental RCM experience required** **About Wisdom** We're builders. We pair expert remote RCM professionals with technology we build ourselves, so practices collect faster, carry less AR, and recover revenue they'd otherwise write off. We believe dentistry is about people, and we exist to make the future of dentistry stronger and more sustainable for dentists, their teams, and the patients they serve. Our team takes on the heavy lifting of the revenue cycle so offices can focus on patients instead of paperwork. We're backed by a $21M Series A led by Permanent Capital Ventures, with $28M raised since we started in 2023. We've already collected hundreds of millions of dollars for our clients, and more than half of our new business comes through referrals. Our team is fully remote across the US. **This is an RCM expert role** We're building a company made entirely of revenue cycle experts, so let's be direct about the bar. This isn't an entry point into dental billing, and it isn't a role we train from scratch. We're hiring people who've already spent years inside the dental revenue cycle and who could sit across from a practice owner tomorrow and explain exactly why their money is sitting where it's sitting, and what they're going to do about it. Your day to day will center on insurance aging. But you'll be the person your offices turn to, which means you need to understand the whole revenue cycle, not just your slice of it. When a doctor asks why collections are down, the answer is rarely limited to claims. **What you will own** Our Client Success Leads own various parts of the revenue cycle. This seat centers on insurance aging, and you'll be accountable for the outcome, not just the task list. You'll manage a portfolio of around 10 clients. - Work insurance aging with a plan, not a list. Triage by payer, age, and dollar, protect timely filing windows, and fix root causes so the same denials stop coming back. - Own denials and appeals end to end, from the reason code to the plan language to the written appeal and the escalation if it comes to that. - Serve as the primary point of contact for your offices and their payers, and run a weekly huddle that leaves the client clear on exactly where they stand. - Set the metrics you hold yourself to, report them on a rhythm, and flag a slipping trend before the client ever notices it. - Partner with our product and technology team as we build the tools that take the repetitive work off your plate. **What you need to know across the whole cycle** You'll specialize, but you should be genuinely conversant in all of it. - **Front end.** Patient demographics and insurance setup, eligibility and benefit verification, in network status, frequencies, waiting periods, maximums and deductibles, treatment estimates and the financial conversation that follows. - **Coding and documentation.** CDT coding, supporting documentation, narratives, radiographs and perio charting, predeterminations and preauthorizations. - **Claims.** Clean claim validation, clearinghouse rejections versus payer denials, attachments, daily submission, and timely filing rules by payer. - **Denials, appeals, and AR.** Reason code patterns, appeal strategy, payer escalation paths, state prompt pay rules, and aging management that actually moves the number. - **Contracts and credentialing.** Fee schedules and PPO contracts, third party administrators, tax IDs and NPIs, credentialing and its downstream effect on claims, state timely filing regulations, reporting and the KPIs that matter, HIPAA and data security. - **Systems.** Dental practice management platforms, clearinghouses, payer portals, and the reporting inside each of them. **How we define best in class** This is the standard we hire against, and the standard we measure against once you are here. - You understand RCM from the inside. You've worked in an office, you can read a radiograph, you know the nuances that make dental billing its own discipline, and you understand where the cycle is vulnerable and where offices need the most support. Then you can explain all of it in plain language. - You resolve rather than route. When an office keeps sending claims with a missing date of birth, you find the correct information, get their okay, fix it, resubmit, then help them stop it at the source. You don't hand the problem back and wait. - You pick up the phone. When something is costing money, you call. You don't leave a note in a portal and consider it handled. - You're autonomous, and you know your line. You handle what's yours, you escalate early when money, risk, or compliance is involved, and you show up with the exposure, the ask, and a recommendation. - You tell us before we have to ask. Bad news travels fast and honestly here, with a plan attached. - You hold your own bar. You know your numbers, you notice when you're slipping, and you say something before it becomes a client problem. - You chase best in class customer service. Not adequate and not merely responsive. The kind of service a dentist mentions to another dentist. - You run meetings well. You prepare the client ahead of time, you hold presence in the room, you communicate with influence, and you follow up afterward with detailed, professional correspondence. - You're coachable. We run a quality assurance program, and you'd rather be corrected internally than have a client find it first. - You're a real teammate. Direct and private when there's friction, process over personality, and generous with what you know. - You work well with technology. We're AI forward and you'll use these tools daily. You verify output against the source of truth, and you treat the tools as leverage on your expertise rather than a threat to it. **What you will need** - At least 5 years of dental revenue cycle management experience, with deep hands-on insurance AR and aging management. - A track record of carrying that work remotely and doing it well without daily oversight. - Deep knowledge of dental insurance plans, CDT coding, and how payers actually behave. - Proficiency in at least 2 dental practice management platforms. Dentrix, Eaglesoft, or Open Dental. - Availability for a full 8 hour day, Monday through Friday, standard business hours, clocked in our tools. - This seat is dedicated exclusively to Wisdom. No second billing book, no outside clients, and no commitments to another employer. Working for a direct competitor or a similar RCM company is not permitted. - A private, quiet, professional workspace with reliable internet, where patient information stays confidential and you can hold a client call on camera. - Exceptional communication and follow through, and genuine care for patient confidentiality and data security. **What will set you apart** - Multi office, group practice, or DSO experience. - Specialty billing depth in orthodontics, oral surgery, periodontics, or Medicaid. - Credentialing, fee schedule, or PPO contract experience. - A story about taking an AR book from neglected to clean, with numbers you can point to. - AADOM membership, FAADOM designation, or other revenue cycle credentials. **Honestly, this is not the right role if** - You want to be handed a queue and told what to work each day. - You'd rather document a problem than solve it. - You prefer not to be client facing. - You have a hard time keeping your own work organized without someone tracking it for you. - You don't hold yourself accountable to the metrics that make an office successful. - You plan to keep other billing clients, or a role with another employer, on the side. - You're uncomfortable on camera with clients, or with visibility into your work. **Compensation and benefits** This is a full time, fixed salary position. Your pay isn't commission based, so your income doesn't swing with the month, and your growth here is driven by how you perform. This role offers a starting base salary of $50K annually, with room to grow as your assignment portfolio grows. As a W2 employee you will also have access to: - Healthcare coverage, including dental - Retirement plan - Paid time off and paid holidays - Company provided computer and equipment **Why Wisdom** - Pay you can count on. A full time, fixed salary seat, rather than contract work stitched together. Nothing here is commission based, so you are not managing around a fluctuating paycheck. - The culture you hoped remote could be. Fast paced, high standards, and genuinely supportive. People here know how to get things done and they back each other up, without the drama of an office. - Technology built for RCM experts. We invest in tools that take the repetitive work off your plate so your expertise goes where it actually matters. - A leadership team that listens. Our leaders come from very different backgrounds, industries, and technical specialties, and that mix is deliberate. It is what builds a generational company instead of just a big one. - Selective on purpose. We are not trying to become a company of thousands. We are building a deliberately small team of the best the field has to offer, so the people around you are as good as you are. Our quality program exists to make you sharper, not to catch you out. - Room to grow. We're building the category, and the people who join us now are the ones who will lead it. **How we hire** - Revenue Cycle Management assessment with a high score achieved - 45-minute one-way video interview - Scenario-based conversation with a member of our Operations hiring team - Reference checks, followed by an offer *Wisdom is an equal opportunity employer. We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, veteran status, or any other protected status in accordance with applicable law.*