withwisdom - Operations Team Lead
Requirements
• Deep knowledge of the dental billing space, revenue cycle, and AR; experience in medical billing or healthcare billing or healthcare services is a strong plus • Experience leading several client profile types, including DSO, multi-group, specialty, general, and startup practices • A people leader who can hire, develop, motivate, and manage performance, not only resolve conflict • Manages in a reliable, professional manner and shows up for clients with a polished, professional presence every day • Business operations minded, with a strong sense of how the day-to-day connects to broader business goals, margins, and growth • Operationally sophisticated: able to independently own KPIs, spot improvement opportunities, and build or improve dashboards and reporting • A strong, decisive communicator with natural leadership skills and a customer-first mindset • Confident in navigating tough conversations and performance management • Adaptable, coachable, and comfortable with fast-paced change • Highly detail-oriented with excellent client communication skills • Proficient with tech platforms such as Hubspot, Google Suite, and several dental billing softwares • Reliable and available during core U.S. business hours • A strategic thinker and detail-oriented executor
Responsibilities
• Drive Performance and Client Satisfaction • Track KPIs and progress across your portfolio of 40-50 clients • Monitor weekly QA scores, aiming for 98%+ • Achieve 99% client retention • Complete QA training within 72 hours of receiving scores • Ensure all new billers shadow on Day 1 and • Attend all new client huddles • Actively participate in customer and biller onboarding calls to ensure new team members start off on the right foot • Own Churn Prediction and Retention • Track and act on early churn signals across quality, underpayments, payment irregularities, offices placed on payment plans, and sustained production declines • Maintain a consolidated, sortable view of churn probability across all offices in your portfolio, moving away from manual, spreadsheet-only tracking • Surface insights from QBRs and client feedback to strengthen the forecast model and preempt at-risk accounts before they reach cancellation • Partner with data and reporting resources to improve forecast accuracy, data hygiene, and dashboard reliability • Lead and Develop the Team • Supervise, mentor, hire, and develop dental billing professionals, building a supportive, high-performing, and collaborative environment • Confidently manage performance, including coaching, development plans, and difficult conversations in a W2 environment • Lead team meetings focused on feedback, quality assurance reviews, and continuous improvement • Keep communication open with regular team check-ins and updates • Own Reporting, Operations, and Continuous Improvement • Independently oversee KPIs for your offices, identify improvement opportunities, and drive them to execution rather than simply flagging them • Monitor KPIs, conduct audits, and perform spot checks to drive ongoing improvements • Oversee the accuracy of reporting and dashboard data, and help build and refine new dashboards and views (including with AI-assisted tools) • Facilitate monthly check-ins with each office and lead Quarterly Business Reviews to dive into ROI, key metrics, and growth opportunities • Communicate directly with client office staff about AR successes, opportunities, and operational challenges • Respond to customer communications promptly, setting a high standard for responsiveness and resolution • Work closely with other team leads, managers, and stakeholders to align operational goals with overall company objectives • Embrace innovation by designing and implementing new systems and tailored solutions that streamline workflows and address emerging challenges
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