Client Success Lead

Client Success Lead, Full Time W2

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 billing. 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 billing, and you'll be accountable for the outcome, not just the task list.

• Prepare and submit dental claims accurately and daily, with the attachments, narratives, and documentation that get them paid the first time.
• Post insurance payments and adjustments, reconcile ERAs and EOBs against the practice management system, and run down every discrepancy.
• 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.
• Adjudication and posting. EOB and ERA interpretation, EFT, coordination of benefits and dual coverage, secondary claims, virtual credit card fees, contractual adjustments and write offs.
• Denials, appeals, and AR. Reason code patterns, appeal strategy, payer escalation paths, state prompt pay rules, and aging management that actually moves the number.
• Patient side. Statements, patient responsibility, payment plans, credit balances and refunds, unapplied credits, and collections timing.
• 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, covering claim submission, payment posting, and insurance AR 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, Open Dental, Denticon, or Curve, for example.
• 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, because your 8 hour day belongs to your offices.
• 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.