Subject Matter Expert - Large Group Practices

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Subject Matter Expert – Large Group Practices

Full-time Position – Remote

CareStack, an all-in-one, cloud-based Dental Practice Management Software (PMS) solution for multi-site group practices, DSOs, solo practices and startups, is adding a Subject Matter Expert to our team of Dental community outreach specialists. The CareStack Large Group Practices team needs a driven, seasoned operator from the industry to participate in the processes of discovery, prioritization, feedback and communication during the continuous improvement and evolution of the CareStack platform. Come join the fast-growing CareStack team where #westartwithcare.

The Company

CareStack was founded in 2015 by Dr. Mark Huzyak and Abhi Krishna. Mark had been practicing dentistry for nearly three decades and none of the Dental Practice Management Systems (PMS) that existed in the market could truly keep up with the needs of his growing group practice. So, Mark reached out to a group of software experts, led by Abhi Krishna, to create a state-of-the-art, cloud-based all-in-one technology platform that fundamentally transforms the way dentists work and manage their practices. CareStack was born because Mark believed “…that dentistry deserves tools that are as modern, well-designed, and easy-to-use. Our mission is to pioneer the digital transformation of the dental industry with simple, modern, cloud-based solutions.”  Today, CareStack is serving as the Dental PMS for more than 2000 providers, they employ over 500 talented professionals across the globe and they continue to lead the pack when it comes to cloud-based Dental platform innovation. With a customer-centricity that permeates all business decisions made, CareStack is continually improving their product with new releases every two weeks, and over half of the new features were born of requests from existing customers.

Duties & Responsibilities

  • The SME should work on a daily basis with the support team to review the tickets that have come in on the previous working day
  • Work closely with the India PM team to ensure the tickets that have already been prioritized are on track, and any new triages get prioritized as needed
  • The SME would be the first gate of review for the prioritization of what goes into an upcoming release.  Directing first with their individual opinion, and then following up during further rounds of prioritization during weekly calls with representatives from Support, Sales, Account Management Teams
  • Responsibility for the release backlog for the core of the product.  The individual PMs will have to plan for releases, with the final ownership of the release backlog would be with the SME
  • Work with the end plan from the large group segment, where there is a need for specific and/or feedback from them for the larger PM team. Facilitating this meeting and directing it using their business expertise and/or professional contacts
  • These meetings should focus on the business problem first, followed by documentation of the problem statement. This should be followed up with the creation of a document that outlines the ideal process flow where needed, and then a detailed prototype
  • The prototype should act as the driver for the next round of feedback, where the SME should drive feedback collection with:

– a series of meetings with our most engaged customers.
– Multiple feedback collection posts through our Facebook group, and the proposed feedback collection platform
– Embedded feedback pop-ups within the application, powered by Whatfix

  • The feedback process will have to go through multiple iterations where needed
  • The SME would have to sign off on the final experience / workflow for the feature
  • Responsible for planning the releases and what goes into them. Once development is complete, they will sign-off what can be accepted and not around the core features
  • The accepted features will have to go through a release communication cadence. There would be multiple teams working on this cadence, and the SME would be instrumental in providing the knowledge to best present this communication to the large group segment
  • The SME would also be responsible for signing off the communication artifacts like release docs, whatfix pop ups etc. associated with the release
  • Responsible for internal and external meetings post the release, to collect feedback on usage, experience and impact of the feature from the large group customer segment
  • Responsible for contributing to release and feature related conversations in social channels, helping out the users from the large group practices

    Supervisory Responsibilities

    • No immediate direct reports

    Skills & Qualifications

    • Should have a minimum of 10 years of experience in multiple roles in the Dental industry
    • Should have led the operations team at a PE owned large group practice (15+ locations) for at least 8 years
    • Having been a part of a large DSO leadership team, with a strong focus on revenue cycle management and practice operations
    • Having setup / owned the centralization of practice operations and processes for economies of scale across scheduling and revenue cycle management
    • Strong understanding of standardization of clinical processes across offices for outcomes
    • Having created / scaled a centralized reporting and MIS processes for data driven decision making against standard operating procedures across all offices
    • Hands on experience in setting up reporting and analytics systems to optimize operations across locations for production, collection, schedule utilization, patient retention, patient growth., tx acceptance etc.
    • Specialized in back-office operations and/or led a team to coordinate the activities across locations for activities including claims and A/R management, payment posting, statements processing and patient collections follow-up from a distributed / centralized billing system
    • Strong knowledge of front office systems and operations including but not limited to scheduling, patient onboarding, eligibility management etc.,
    • Having a strong understanding of the finer nuances of operating across multiple states, including tax and legal implications of billing, patient data management etc.,
    • Strong understanding of the evolving needs of a growing large group practice in today’s world – around practice financing, mergers and acquisitions, operational reporting, patient financing and revenue cycle management
    • Should be vocal in discussions, self-driven and result-oriented, with a high sense of ownership
    • Should have strong personal opinions on best practices based on his/her experience

      Work Environment

      • Position requires travel to BDG locations and prospective acquisition sites
      • Reliable transportation is required

      Preferred Experience

      • Bachelor’s degree highly preferred
      • Strong understanding of dental practice operations

      Certificates, Licenses, Registrations

      • None required

      Other Duties

      Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. This company is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

      Perks of the Job

      Healthcare Coverage

      Multiple Healthcare plans available, Vision, Dental AD&D and Life Insurance

      Health Savings 

      Tax-free, employee-funded designed to supplement anticipated medical costs

      Paid Leave

      Competitive Paid Time Off (PTO) plan, Paid Holidays and Sick Leave

      Financial Benefits

      Section 125 Flexible Spending Account, Dependent Care Account DCA, Health FSA

      Working Advantage

      Cost-Free Benefits program providing employees access to thousands of discounts

      Wellness Programs

      Employee Assistance Program to enhance wellbeing and assist with work-life balance


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