DSO Account Manager

Network Development

• Partner with Sales and Client Services leadership to have general awareness of prioritized lines of business, dental plans, and membership focus
• Maintain provider network participation by offering support to dentists and dental office staff to improve their understanding of contractual participation and compliance requirements
• Develop and execute account service plans per territory through a proactive account management approach with measurable visit goals, key performance indicators, and metrics
• Recruit participating and non-participating providers to higher level of participation for all applicable market lines of business.
• Increase access to care for dental members and subscribers by strengthening and expanding network to prioritized geographies

Provider/Office Engagement and Education

• Partners with provider office staff about office education, technology promotion, network recruitment (expansion and strengthening utilization), and onboarding of newly contracted providers.
• Promotes accuracy of Colorado provider records and claim submissions by gathering key data from dental officers including but not limited to email addresses, W-9, NPI, physician/remit to addresses and other contact information
• Instructs and educates providers on Credentialing processes and acts as a liaison between the provider and DDCO to ensure timely processing
• Uses sound judgement and makes decisions around effective communication, outreach, and escalations needed from DDCO to provider offices for issue notification and management
• Assists providers with portal support (onboarding, issue management, password resets, troubleshooting)
• Serve as a partner with dental offices by answering remittance, payment, benefit claims, and eligibility questions when necessary.

• Promote dentist adoption of technology solutions by promoting web applications and increasing the volume of electronic claims and EFT.
• Collaborate with Provider Relations leadership and Marketing to share themes, issues, or valuable educational content that would support ease of doing business with DDCO
• Respond to provider calls and correspondence related to network participation, contract interpretation, contracted fees, resolution of complex claims, provider service issues, and provider terminations.
• Utilize sales skills to meet and exceed internal or external customer expectations while cultivating relationships that secure commitment and trust.
• Knowledgeable of key industry business drivers, emerging dental trends, and performance metrics, and ability to leverage that knowledge to inform strategy.

Provider Operations and Support

• Assist in issue resolution with referring partners to cultivate partner relationships and to provide a feedback loop to the organization for potential operational improvements

• Utilize Salesforce and other customer relationship management (CRM) tools to document provider/supplier account health, document call/visit interactions, and to manage overall account details
• Regularly review Salesforce, Customer Relations, Claims, and other departmental data to determine impact to provider community/territory
• Provide service recovery and issue mitigation to situations or events that may cause provider dissatisfaction
• Analyze and monitor provider territory performance data/reports on an ongoing basis to educate providers on utilization of services, network participation performance, and strategic insights
• Follow up with all termination letters submitted and conduct necessary offboarding protocols

• Share Provider Reports, dashboards, and other analytic reporting with provider and office staff
• Train new Provider Representatives and team members on basic process functions including but not limited to proactive termination outreach procedures, onboarding procedures for providers and location, assist with CPR classes and all processes for optimizing PR efficiencies

Qualifications

Required:

• 8-10 years related work experience in dental environment in front office/business/assisting/hygiene
• Strong problem solving, critical thinking, research and analytical skills; ability to interpret data/reports and contracts and effectively communicate impacts to providers
• Demonstrated organizational, facilitation and time management skills; proactive and outcome- oriented.
• Must have consultative relationship, presentation, and training skills; Excellent customer service, interpersonal and public relations skills required
• Must be comfortable with public speaking and presentations.
• Proficiency of Microsoft Office including Excel, PowerPoint
• Ability to make good judgment conclusions based on data available with minimal supervision
• Requires regular local Colorado travel, or out of state with occasional overnight travel. Reliable transportation and vehicle insurance that meets all Colorado state laws is required. Valid driver’s license required.

Preferred:

• Knowledgeable and practiced contract negotiation skills strongly preferred. Proficient knowledge of dental office procedures/practices preferred
• Government programs (Medicare/Medicaid) experience preferred
• Must be comfortable in a dynamic environment, where change occurs often and rapidly