Operations Senior Manager (Dental Back Office)

Job Description

Head of Offshore Operations (Dental Back Office)

About Us

Zenyus is a growing technology-driven company known for its expertise in Salesforce consulting and digital solutions. As we expand into new business areas, we're entering the dental industry and building offshore operations to support and scale dental practices across North America. We are looking for an experienced leader to join us on this exciting journey, build a strong team from the ground up, and drive operational excellence and business growth.

Role overview

We are hiring a hands-on leader to build our offshore dental back office from the ground up, starting with Revenue Cycle Management (RCM) and then expanding into other departments.

Title

Operations Senior Manager (Dental Back Office)

Location

Jaipur, India

Reports to

Founder / CEO (US)

Working hours

US business hours (full overlap with US Eastern / Central time)

Team at start

None. You will be the first hire and will build the team.

Scope at launch

5 dental offices at the beginning, growing to 10–30 offices over 2–3 years

This role suits a builder-operator. You are senior enough to hire, lead, and scale departments, and willing to do the work yourself in the early months: verifying insurance, working claims, creating offshore processes, writing SOPs, and auditing offices until the team is in place.

About us

We are a growing Dental Service Organisation (DSO) in North America that supports general dental practices with centralised business services. We are building our back office in India from the top down, and this is the first and most important hire.

Our offices currently run on three practice management systems: AbelDent, Open Dental, and Akitu One. Standardising workflows across them will be part of your job.

You will work directly with the founder and with each office's manager and front desk. The back office you build will be central to how we grow and integrate new offices.

Key responsibilities

Build the organisation

Design the offshore structure, roles, and staffing plan, starting with RCM and expanding to credentialing, accounting/AP, HR support, and patient-facing services.

Recruit, hire, and onboard every team member, including team leads as the team grows.

Create the training program

SOPs, payer guides, practical certification tests, and a QA audit process.

Set up HIPAA-compliant systems and controls: secure access, VPN, no local data storage, access logs, and staff compliance training.

Build a career ladder, performance scorecards, and retention plans.

Run Revenue Cycle Management (RCM)

Insurance verification and eligibility: verify every patient before the appointment, including full benefit breakdowns (frequencies, waiting periods, history, remaining maximums) for new patients and major treatment.

Claims

submit claims within 24 hours of the procedure, with correct CDT codes, X-rays, narratives, and other attachments.

Payment posting

post electronic remittances (ERAs) and paper EOBs accurately, and flag underpayments.

AR follow-up and denials

work ageing AR, appeal denials, and resolve unpaid or underpaid claims with payers.

Patient balances

manage patient statements and balance follow-up in line with office policy.

Credentialing

manage provider enrollment and re-credentialing with insurance payers, including CAQH profiles.

Work across AbelDent, Open Dental, and Akitu One, and standardize workflows across all three.

General dental operations: auditing

Audit each office's front desk and billing activity daily or weekly, report findings, and work with office managers to fix root causes.

Charge entry

compare completed procedures in clinical notes with what was charged and billed (missed or incorrect charges).

Insurance estimates

check that treatment estimates match verified benefits and fee schedules.

Unsent and on-hold claims

catch claims not sent, stuck in the clearinghouse, or missing attachments.

Appointment book

review no-shows, cancellations, open time, and appointments booked without verified insurance.

Treatment plan follow-up

check that unscheduled treatment is tracked and followed up.

Credit balances and refunds

identify patient and insurance overpayments and confirm refunds are processed on time.

Compliance and fraud prevention: check for unauthorised discounts, voided payments, deleted transactions, and HIPAA risks.

Revenue optimisation

Find and act on opportunities to grow collections and production across offices.

Unscheduled treatment

build reports of diagnosed but unscheduled treatment and support office follow-up.

Recall and hygiene reactivation: identify overdue recall and inactive patients for scheduling.

Unused insurance benefits

flag patients with remaining annual maximums, especially before year end.

Missed billable services

find commonly missed codes such as fluoride, periodontal maintenance, and limited exams.

Denial trends

analyze denial reasons by payer and code, and fix the upstream cause.

Payer fee schedules

compare payer reimbursement with fees, flag underpayments, and support PPO fee negotiations.

Days in AR

reduce days in AR and the share of AR over 90 days.

Coding accuracy

check for under-coding and incorrect coding that lowers reimbursement.

Schedule utilization

identify gaps and short-notice openings to fill.

Benchmarking

compare KPIs across offices to find best practices and lagging offices.

5. Reporting and partnership with US offices

Build and maintain a KPI dashboard for each office and the full organization.

Hold weekly calls with the founder and a monthly business review covering KPIs, hiring, quality, and audit findings.

Act as the main contact for office managers on back-office issues, with clear service-level agreements (SLAs).

Lead the back-office onboarding of each newly acquired office, including AR cleanup and system setup.

Recommend and implement automation tools to reduce manual work.

Qualifications

Required

4-7 years in US healthcare revenue cycle management, i