What are the responsibilities and job description for the Dental Workflow & PMS Product Specialist position at National Data Solutions?
Purpose
The Dental Workflow & PMS Product Specialist is NDS/RevTech's resident expert in how dental practices actually run day to day – front office scheduling and check-in/checkout, insurance verification, treatment planning, and clinical charting – and in the practice management systems (PMS) that support those workflows. This is an individual-contributor role with no direct reports. The person in this seat trains client staff on Xentrios and other RevTech products as they're deployed, pulls and prepares PMS reports that RevTech consultants rely on for fee negotiation, reconciliation, and other client engagements, and sits alongside consultants as the front office/clinical workflow expert on those engagements. Just as important, this person is the voice of the practice in Xentrios's product development: reviewing designs and releases, running UAT, and pushing back when something is technically correct but would not survive contact with a busy front desk or a hygienist mid-appointment. This role does not build software; it makes sure the software gets built for the way dental practices actually work, and it keeps the data and workflow expertise flowing to the people – consultants and the Chief Architect – who need it.
Core Responsibilities
Dental PMS Expertise & Report Pulling
• Maintain deep, current working knowledge of major dental PMS platforms (e.g., Dentrix, Eaglesoft, Open Dental, Denticon, Curve Dental) – their capabilities, common limitations, typical failure points, and practical workarounds.
• Pull and prepare reports directly from client PMS systems – production, collections, insurance aging, recall lists, treatment plans, fee schedules, and payment/adjustment detail – for RevTech consultants to analyze as part of fee negotiation, reconciliation, and other client engagements.
• Know each PMS's native reporting and export limitations well enough to identify the right report, the right manual workaround, or the right alternate data source when a standard report can't answer the question at hand.
• Troubleshoot common PMS issues (data sync failures, incorrect fee schedule loads, misconfigured insurance plans, corrupted or duplicate records) well enough to guide client staff toward a fix or escalate to deeper technical support.
Front Office & Clinical Workflow Consulting
• Serve as the front office and clinical workflow subject matter expert embedded in client consulting engagements, advising consultants and clients on how analytical findings (fee variance, reconciliation gaps, UCR positioning) map to real day-to-day scheduling, check-in/checkout, insurance verification, and clinical charting workflows.
• Assess a client practice's current front office and clinical workflows on-site, and identify inefficiencies, bottlenecks, or workarounds that are driven by PMS limitations or configuration issues rather than staff performance.
• Translate workflow observations into practical, specific recommendations that consultants and clients can act on immediately.
Xentrios Product Guidance
• Partner directly with the Chief Architect to ensure Xentrios is designed around real dental front office and clinical workflows rather than generic assumptions about how a dental practice runs.
• Review product designs, prototypes, and releases through a front-office and clinical-usability lens, and provide direct, specific feedback before and after release.
• Represent the voice of the practice – front desk staff, treatment coordinators, hygienists, dentists – in user acceptance testing (UAT), flagging anything technically correct but impractical for a busy clinical day.
• Maintain a prioritized backlog of workflow-driven product issues and enhancement requests, grounded in real client observations rather than hypotheticals.
Customer Training & Enablement
• Deliver hands-on training to client staff – front office, clinical, and administrative – on Xentrios and other RevTech products as they are deployed at each practice.
• Build and maintain training materials, quick-reference guides, and SOP documentation tailored to real front-office and clinical workflows, not generic software documentation.
• Provide post-go-live support and refresher training as products evolve or client staff turn over.
Security & Compliance
• Follow HIPAA, HITECH, and SOC 2 Type II-aligned practices when handling client PHI, PMS access, and reports, given the dental/healthcare client base.
• Handle all client data transfers, exports, and system access in line with each client's MSA/SOW data-handling commitments.
Minimum Candidate Qualifications
• 3-5 years of hands-on experience in a dental practice front office, clinical operations, or PMS training/support role (e.g., office manager, treatment coordinator, PMS trainer or implementation specialist).
• Deep, demonstrable working knowledge of at least one major dental PMS system, with working familiarity across multiple systems strongly preferred.
• Proven ability to pull, build, and interpret PMS reports (production, collections, insurance aging, recall, treatment plans) for use by other analysts or consultants.
• Strong understanding of dental front office and clinical workflows: scheduling, check-in/checkout, insurance verification, treatment planning, and clinical charting.
• Comfortable working directly with consultants and a product/development team to translate operational knowledge into specific, actionable recommendations.
• Willingness and ability to travel regularly to client sites for training delivery and consulting engagement support.
Minimum Interpersonal Qualifications
• Polished, patient, and customer-experience focused – comfortable training non-technical front office and clinical staff of varying comfort levels with technology.
• Strong communicator, able to translate hands-on workflow observations into specific, actionable product or process recommendations for both consultants and the product team.
• Detail-oriented – notices workflow friction points that others would miss or dismiss as “just how it's always been done.”
• Collaborative and comfortable working embedded with consultants and the Chief Architect without needing daily direction.
• Learning-obsessed – stays current on PMS quirks, updates, and Xentrios product changes as the platform evolves.
Preferred Supplemental Qualifications
• Certification or formal training credential from a major dental PMS vendor (Dentrix, Eaglesoft, Open Dental, or similar).
• Prior experience supporting multi-location DSO operations rather than a single independent practice.
• Experience participating in software user acceptance testing (UAT) or beta programs.
• Familiarity with RCM, insurance billing workflows, or payer fee schedules.
$75,000 - $90,000 base, plus incentive bonus up to 10%, Medical, Dental, Vision, 401k with 50% match, unlimited PTO.
Equal Employment Opportunity Statement
NDS does not discriminate against otherwise qualified applicants for any of its open job opportunities, specifically in regard to age, race, sex, sexual identity, religious belief, national origin, disability, veteran status, or any other status protected by applicable law.