[Hiring] Doctor Concierge Specialist @Aspen Dental

Role Description

The Doctor Concierge Specialist serves as the primary point of contact for doctor-level inquiries, complaints, and escalations related to revenue cycle, billing, claims, and operational issues. This role requires a professional who is calm under pressure, confident when engaging frustrated or demanding doctors, and capable of navigating complex revenue cycle processes to resolve issues accurately and promptly.

Work is received via BIC ticket, inbound phone call, and email. Each interaction requires independent research, cross-functional coordination, and both verbal and written response. The specialist is expected to own each case from intake to resolution, communicating with clarity, professionalism, and accountability throughout.

Essential Responsibilities:

• Doctor & Provider Interaction:
  • Serve as the first point of escalation for Doctor concerns submitted via BIC ticket, phone, or email — responding within defined SLA timeframes.
  • Engage directly with physicians, practice managers, and provider office staff in a professional, composed, and solutions-oriented manner — including in high-tension or emotionally charged interactions.
  • De-escalate difficult conversations while maintaining accuracy, empathy, and brand standards.
  • Conduct follow-up calls and send written summaries to doctors upon case resolution.
• Research & Case Management:
  • Investigate escalated issues by reviewing patient accounts, claim histories, EOBs, payment ledgers, and prior correspondence.
  • Coordinate with Revenue Cycle Management (RCM), billing, credentialing, and clinical operations teams to gather information and drive resolution.
  • Document all actions, findings, and outcomes in the BIC ticket system with accuracy and completeness.
  • Track open cases, manage follow-up timelines, and escalate unresolved issues appropriately.
• Written & Verbal Communication:
  • Draft professional written responses to doctor inquiries and complaints — clear, concise, and free of jargon where appropriate.
  • Provide verbal explanations of billing processes, claim statuses, payment timelines, and clinical coding rationale in terms doctors and office staff can understand.
  • Prepare case summaries and resolution documentation for leadership review.
• Revenue Cycle Support:
  • Demonstrate working knowledge of revenue cycle workflows including claim submission, adjudication, EOB interpretation, denial management, credentialing, and patient financial responsibility.
  • Identify patterns in doctor complaints that may signal systemic billing or operational issues and escalate trends to management.
  • Support compliance with payer contracts and internal policy when responding to doctor inquiries.

Qualifications

• 4+ years of customer service experience in a healthcare, dental, or medical billing environment.
• 4+ years of direct experience interacting with doctors, clinicians, or provider offices — specifically managing escalations or complaints. Patient-facing experience alone does not satisfy this requirement.
• 5+ years of working in revenue cycle with demonstrated experience in claims, EOBs, denials, adjustments, billing workflows, payer contracting.
• Strong attention to detail in identifying inaccuracies and correcting account errors.
• Ability to read and interpret office profit and loss statements (P&Ls) and how adjustments impact reporting.
• Working knowledge of bad debt management and patient billing processes.
• Strong knowledge of denial management, billing review, and exception handling processes.
• Proven ability to manage audit workflows, documentation, and issue resolution from start to finish.
• Proven ability to remain composed and professional when managing upset, demanding, or frustrated doctors.
• Expected to resolve the majority of doctor escalations independently, without Director intervention, using sound judgment and cross-functional coordination. Escalates only complex regulatory or contractual issues.
• Strong written communication skills — able to draft professional, accurate, and empathetic responses independently. Writing samples may be requested during the interview process.
• Experience using ticketing or case management systems (BIC, Salesforce, or equivalent).
• Proficiency in Microsoft Office and the ability to navigate multiple systems simultaneously — including EHR/PMS, ticketing system, billing software, and payer portals — while actively managing a live interaction.

Preferred Qualifications

• Experience in dental service organization (DSO) or multi-site healthcare environment.
• Associate’s degree required; Bachelor’s degree in Healthcare Administration, Business, or a related field preferred.
• Prior experience managing doctor-level escalations or serving as a doctor liaison.

Benefits

• Base pay range: $22.00-28.00 per hour (Actual pay may vary based on experience, performance, and qualifications.)
• This position will be based remotely.
• A generous benefits package that includes paid time off, health, dental, vision, and 401(k) savings plan with match.