Job Description

Location: United States, remote; hybrid from our Redmond, WA office for candidates based in Washington

Travel: Significant required travel to Gurgaon, India

Employment type: Full-time

Reports to: Head of Customer Experience

About Practice by Numbers

Practice by Numbers is an all-in-one business platform for dental practices. We use data, automation, and AI to help practices grow, run more efficiently, and take better care of their patients. About 2,000 practices already run on us, and there are more than 100,000 independent practices in the U.S. still to win.

We're a profitable, sales-led vertical SaaS company approaching $20M in annual revenue, mostly on monthly subscriptions billed through Stripe. Our teams work out of the Seattle area and our engineering hub in India.

We are launching revenue cycle management as a new business line, informed by what we see in our data and hear from our customers.

The Role

You will be the first hire in our RCM business and will build it from the ground up. There is no existing RCM team, established operation or operating playbook to inherit. You will develop the service, build the organization across the US and India, establish the operating standards and own revenue growth.

This role brings the dental billing expertise at scale that we are establishing within PbN. You will be our senior dental RCM authority, guide the executive team on how the business should operate and turn the business plan into a functioning service.

You will build the customer-facing roles in the US and the delivery operation in India, decide which responsibilities sit in each country, and establish service and support hours. Significant travel to Gurgaon during the first year is required to hire, train and build the India operation in person.

What You'll Do

The service and customer plan

• Provide the full revenue cycle service: pre-visit insurance verification, claims, payment posting, denial management, appeals and follow-up on patient balances after insurance payment
• Make detailed verification a core part of the service. Patient-specific payer calls and portal research will identify frequency limits, waiting periods, downgrade clauses and the correct employer-group fee schedule before treatment, helping practices avoid billing issues and reduce front-desk workload
• Give patient balance follow-up clear ownership to manage aging balances and potential write-offs
• Deliver through PbN employees hired and trained to a common standard, working directly in each client's existing dental software. Verification will be priced transparently as a separate line item to reflect the work involved
• Launch alongside our software, with the first 100 to 200 practices expected to come from existing PbN customers, then expand to practices outside our customer base after the first year
• Focus initial growth on consultative expansion within established customer relationships: assess each practice's billing performance and costs, explain the opportunities and build proposals around that analysis

Build the US and India organization

• Design and build the customer-facing team in the US, defining the roles needed to manage practice relationships, onboarding, service communication and escalations
• Determine which functions and activities remain in the US and which are delivered from India, including responsibilities, decision authority, handoffs and escalation paths
• Hire the Senior Manager of RCM Operations in India, then jointly recruit, train and establish the first delivery team in Gurgaon
• Define customer service and support hours, time-zone coverage and staffing requirements, and work with the Senior Manager to turn those commitments into India shift patterns, capacity plans and reliable coordination between the two countries
• Create the operating playbooks, SOPs, training materials and management routines the business needs, with automation in mind from the start. SOPs, appeal letters and training content will be a major part of your first six months

Revenue and service performance

• Own RCM revenue. In the first year, grow adoption among existing software customers in partnership with the teams that already manage those relationships
• Lead practice-level financial reviews, identify billing and collection opportunities, and develop service proposals and pricing grounded in each practice's numbers
• Build the workflows for verification, claims, posting, denials, appeals and patient collections, and set the service standards communicated to clients
• Act as the coding and escalation authority for CDT, clinical documentation, narratives, attachments and appeals, with hands-on guidance on complex cases
• Own relationships with the first group of RCM clients and hold the delivery teams accountable for service commitments
• Own the core metrics: attach rate (RCM adoption within our software customer base), denial rate, first-pass acceptance, accounts receivable over 90 days and net collections

Travel and On-Site Leadership

This is a US-based role with substantial, required travel to Gurgaon, India. Expect several trips during the first year, including extended early stays for in-person hiring, hands-on training and setting up the delivery operation.

The launch plan includes working alongside the Senior Manager in Gurgaon during the first couple of months, followed by regular returns throughout the first year. After year one, expect about three or four visits a year, or as needed. The ability to meet this travel requirement is essential.

What You Bring

Education

• Bachelor's degree in Healthcare Administration, Business Administration, Finance, Accounting, Health Information Management or a related field (required)
• An MBA, Master of Health Administration (MHA) or related master's degree (preferred)

Required experience and qualifications

• 8+ years in dental revenue cycle management, including leading a team of 200 or more or managing a large portfolio of practices
• Demonstrated revenue growth within an existing customer base. Experience adding services to established software relationships is especially relevant to our initial sales approach
• Hands-on CDT expertise, including the ability to review a clinical note and assess whether the documentation supports the coding
• Detailed knowledge of PPO plan design, including annual maximums, waiting periods, frequency limits, downgrades, missing-tooth clauses and replacement clauses
• Daily working experience in at least two of Dentrix, Eaglesoft, Open Dental and Ascend
• Direct experience hiring, training or running an offshore delivery team in India or a comparable market, with operational ownership beyond vendor oversight
• Strong writing skills for SOPs, appeal letters and training material, and the ability to design processes with automation in mind
• Ability and willingness to meet the significant India travel requirement

Preferred experience

• DSO or group-practice central billing experience
• Establishing a service or delivery center from scratch
• Familiarity with hiring in India

Compensation, Benefits and Reporting

Salary range: $150,000 – $180,000 per year. Final pay within this range depends on experience and skills.

Other compensation: This role is eligible for a performance bonus and may be eligible for equity.

Benefits:

• Medical, dental, and vision coverage
• 401(k) with company match
• Paid time off
• Paid holidays
• Maternity and parental leave

Reporting: You will report to the Head of Customer Experience, work closely with the executive team and have responsibility for shaping how the RCM business operates.

Application and Hiring Process

Please apply if you are interested in this role. Shortlisted candidates will be asked to sign an NDA before interviews begin, as discussions will cover non-public operating details.

We are running a highly selective hiring process for this role. We expect the overall search and interview process to take 90 to 120 days as we assess a broad pool of candidates, so please expect longer intervals between interviews.

Thank you for your patience throughout the process.