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Doctor Concierge Specialist

June 17, 2026

<div>The Aspen Group (TAG) is one of the largest and most trusted retail healthcare business support organizations in the U.S. and has supported over 20,000 healthcare professionals and team members with close to 1,500 health and wellness offices across 48 states in four distinct categories: dental care, urgent care, medical aesthetics, and animal health. Working in partnership with independent practice owners and clinicians, the team is united by a single purpose: to prove that healthcare can be better and smarter for everyone. TAG provides a comprehensive suite of centralized business support services that power the impact of five consumer-facing businesses: Aspen Dental, ClearChoice Dental Implant Centers, WellNow Urgent Care, Chapter Aesthetic Studio, and Lovet Pet Health Care. Each brand has access to a deep community of experts, tools and resources to grow their practices, and an unwavering commitment to delivering high-quality consumer healthcare experiences at scale.</div><div></div><div>As a reflection of our current needs and planned growth we are very pleased to offer a new opportunity to join our dedicated team as a Doctor Concierge Specialist.SummaryThe 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<ul><li>Serve as the first point of escalation for Doctor concerns submitted via BIC ticket, phone, or email — responding within defined SLA timeframes.</li><li>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.</li><li>De-escalate difficult conversations while maintaining accuracy, empathy, and brand standards.</li><li>Conduct follow-up calls and send written summaries to doctors upon case resolution.</li></ul>Research & Case Management<ul><li>Investigate escalated issues by reviewing patient accounts, claim histories, EOBs, payment ledgers, and prior correspondence.</li><li>Coordinate with Revenue Cycle Management (RCM), billing, credentialing, and clinical operations teams to gather information and drive resolution.</li><li>Document all actions, findings, and outcomes in the BIC ticket system with accuracy and completeness.</li><li>Track open cases, manage follow-up timelines, and escalate unresolved issues appropriately.</li></ul>Written & Verbal Communication<ul><li>Draft professional written responses to doctor inquiries and complaints — clear, concise, and free of jargon where appropriate.</li><li>Provide verbal explanations of billing processes, claim statuses, payment timelines, and clinical coding rationale in terms doctors and office staff can understand.</li><li>Prepare case summaries and resolution documentation for leadership review.</li></ul>Revenue Cycle Support<ul><li>Demonstrate working knowledge of revenue cycle workflows including claim submission, adjudication, EOB interpretation, denial management, credentialing, and patient financial responsibility.</li><li>Identify patterns in doctor complaints that may signal systemic billing or operational issues and escalate trends to management.</li><li>Support compliance with payer contracts and internal policy when responding to doctor inquiries.</li></ul><div>Required Qualifications:</div><ul><li>4+ years of customer service experience in a healthcare, dental, or medical billing environment.</li><li>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.</li><li>5+ years of working in revenue cycle with demonstrated experience in the following areas (required, no exceptions): claims, EOBs, denials, adjustments, billing workflows, payer contracting.</li><li>Strong attention to detail in identifying inaccuracies and correcting account errors.</li><li>Ability to read and interpret office profit and loss statements (P&Ls) and how adjustments impact reporting.</li><li>Working knowledge of bad debt management and patient billing processes.</li><li>Strong knowledge of denial management, billing review, and exception handling processes.</li><li>Proven ability to manage audit workflows, documentation, and issue resolution from start to finish.</li><li>Proven ability to remain composed and professional when managing upset, demanding, or frustrated doctors.</li><li>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.</li><li>Strong written communication skills — able to draft professional, accurate, and empathetic responses independently. Writing samples may be requested during the interview process.</li><li>Experience using ticketing or case management systems (BIC, Salesforce, or equivalent.)</li><li>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.</li></ul><div>Preferred Qualifications:</div><ul><li>Experience in dental service organization (DSO) or multi-site healthcare environment.</li><li>Associate’s degree required; Bachelor’s degree in Healthcare Administration, Business, or a related field preferred.</li><li>Prior experience managing doctor-level escalations or serving as a doctor liaison.</li></ul></div> <ul><li>Base pay range: $22.00-28.00 per hour (Actual pay may vary based on experience, performance, and qualifications.)</li><li>This position will be based remotely</li><li>A generous benefits package that includes paid time off, health, dental, vision, and 401(k) savings plan with match.</li><li>If you are an applicant residing in California, please view our privacy policy here: <a href="https://careers.aspendental.com/us/en/tag-privacy-policy-for-california-employees" target="_blank" rel="noopener noreferrer">https://careers.aspendental.com/us/en/tag-privacy-policy-for-california-employees</a> </li></ul><a href="https://careers.aspendental.com/us/en/tag-privacy-policy-for-california-employees" target="_blank" rel="noopener noreferrer">View CA Privacy Policy</a>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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