Lead Dispute Specialist, Patient Financing

Aspen Dental • East Syracuse, NY • 20h ago

The Aspen Group (TAG) is one of the largest and most trusted retail healthcare business support organizations in the U.S., supporting 15,000 healthcare professionals and team members at more than 1,000 health and wellness offices across 46 states in four distinct categories: Dental care, urgent care, medical aesthetics, and veterinary care. 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 four consumer-facing businesses: Aspen Dental, ClearChoice Dental Implant Centers, WellNow Urgent Care, Chapter Aesthetic Studio, and AZPetVet veterinary. 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.

As a reflection of our continued growth, we have an exciting opportunity to join our Patient Financing team as a Lead Dispute Specialist.

Job Overview:

We are seeking an upbeat, patient-centric, operations-minded self-starter, who brings a positive attitude and a passion for working across internal teams to resolve patient financing related items. This position will correspond with our office & Field teams to improve their knowledge and execution of third-party financing, improving access to care and the overall user and patient experience.

This specialist will play a key role in serving as an escalation point for consumer complaints, disputes and other patient satisfaction items pertaining to Patient Financing. The specialist will partner with Lenders, internal Support Teams and the Field to identify and address escalated patient complaints and disputes. In addition, the specialist will leverage their expertise to assist in educating the office teams on how to improve the consumer experience with patient financing solutions, resulting in complaint, dispute and refund volume reductions.

Key Responsibilities:

Serve as the Subject Matter Expert (SME) on TAG's patient financing products and procedures, providing guidance and thought leadership across the organization

Daily monitoring, tracking and working across the business to address lender complaints and Patient Satisfaction escalations related to individual financed patients.

Lead and drive the resolution of escalated complaints and disputes, ensuring cross-functional alignment and efficient problem-solving at the organizational level.

Identify, track, and manage dispute reduction opportunities across various dimensions (individual locations, complaint categories, Brand, compliance) to drive continuous improvement in operations

Collaborate with lenders to analyze and distill the most common causes of financing-related complaints and disputes, while managing and expanding Call Listening sessions with Lenders by Brand to enhance quality assurance.

Consistently lead and facilitate effective discussions and collaborations across multiple levels of the business and with external lending partners, driving alignment on key priorities and resolutions.

Partner in the creation and continuous improvement of training resources, including owning the development and updates to the Dispute Operational Playbook, ensuring alignment with organizational goals.

Act as a strategic liaison between Patient Financing, Learning & Development, Field Operations, and other key partners to enhance education and support for the field organization, driving alignment on strategic initiatives..

Facilitate in-field complaints mitigation bootcamp sessions up to 4-6 times per year, collaborating with the Patient Financing Field Enablement team to provide high-level training and resolution strategies.

Qualifications:

Education Level: Associate degree, or related experience equivalent.

Must be able to communicate effectively through phone, e-mail, video conferencing platforms, and the Department ticketing system.

Proficiency with Microsoft Office (Word, PowerPoint, Excel, Outlook).

Excellent customer service and communication skills, including written, verbal and presentation.

Extensive experience in creating, managing, and analyzing detailed reports and performance data to provide actionable insights and guide decision-making.

Working knowledge of healthcare and dental industry (preferred but not required).

Preferred Skills

Excellent leadership, communication, and interpersonal skills.

Ability to think strategically and creatively, with a strong focus on results.

Experience assisting in the training of multiple levels of experienced attendees preferred.

Work Environment

Chicago or Syracuse based candidates are preferred, however, exceptional remote candidates will be considered.

Salary: $63,000-70,000k

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