Customer Success Advisor, Dental RCM
About The Position
The Customer Success Advisor (CSA) is the primary operational leader for a portfolio of clients within a pod. This role combines deep Dental RCM expertise with client leadership and team direction to ensure consistent execution and strong results. This is an operations-first role with direct accountability for RCM performance, not a traditional relationship-only customer success position. The CSA acts as the bridge between clients, offshore delivery teams, and pod leadership—owning day-to-day performance, managing priorities, and resolving issues. This role is similar to a Billing Manager or front-line RCM leader within a DSO, operating in a tech-enabled managed services environment.
Requirements
- 4+ years of hands-on Dental RCM experience
- Experience as a Billing Manager, RCM Supervisor, or DSO team lead
- Deep familiarity with dental payers, portals, and denial workflows
- Proven ability to manage work through others, not just perform tasks
- Strong sense of ownership and accountability
- Comfortable leading without formal authority
- Detail-oriented and highly data-driven
- Calm under pressure with sound judgment
- Passionate about delivering results for dental providers
Responsibilities
- Client Ownership & Relationship Management Serve as the primary point of contact for assigned clients
- Own client-level RCM performance and outcomes
- Translate client goals and issues into clear operational priorities
- Lead regular performance reviews using data-driven insights
- Act as an RCM expert across claims, follow-up, denials, and payments
- Diagnose payer, workflow, and data-related issues
- Recommend corrective actions and ensure execution
- Confidently manage and resolve client escalations
- Direct, prioritize, and coordinate work for offshore associates
- Ensure work queues align with client priorities and SLAs
- Enforce quality standards and adherence to defined processes
- Provide feedback and escalate performance concerns when necessary
- Monitor daily and weekly KPIs to identify risks and trends
- Use data to proactively drive improvements
- Partner with the Pod Leader on operational changes and initiatives
- Ensure accurate reporting and documentation
- Willing and able to step into RCM process execution when required
- Coach offshore teams through complex scenarios
- Support peer CSAs during peak workload or escalations
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
