Manager, Patient Experience

The Opportunity

Our client is a growing Dental Service Organization with 50+ clinics and a strong commitment to delivering a best-in-class patient experience.

They are seeking a Manager, Patient Experience to drive hands-on execution, training, and rollout of patient experience initiatives across the clinic network.

This role is the bridge between strategy and reality — ensuring that what is designed at the leadership level actually shows up consistently in clinics, every day.

This is an ideal role for someone who thrives in the field, enjoys working directly with teams, and is passionate about coaching, training, and improving real-world service delivery.

What You’ll Be Doing

• Deliver hands-on training and coaching to front desk teams, CDAs, and clinic staff on patient experience standards
• Run in-clinic workshops (e.g., phone etiquette, patient greeting, service recovery, handoffs) across groups of clinics
• Partner with Regional Managers and Clinic Leaders to reinforce expectations and drive accountability
• Observe workflows in-clinic and provide real-time feedback to improve patient interactions
• Support rollout of SOPs, scripts, and tools developed by the Director of Patient Experience
• Identify recurring breakdowns in communication, service delivery, and patient handling
• Act as a field-level problem solver, stepping into clinics where patient experience issues arise
• Support resolution of patient complaints and negative experiences with structured follow-up
• Monitor adherence to service standards and escalate gaps where needed
• Contribute feedback to continuously refine and improve the broader patient experience model

What You'll Need to Be Successful

• 4–8+ years of experience in customer service, patient experience, hospitality, or clinic operations
• Comfortable working directly with frontline teams in a coaching and training capacity
• Strong interpersonal skills — able to influence, coach, and build trust quickly
• Highly practical and action-oriented — you focus on what actually works in the field
• Experience in dental, healthcare, hospitality, or retail environments preferred
• Willingness to travel between clinic locations
• Strong observation skills and ability to identify gaps in real-time service delivery
• Energetic, hands-on, and comfortable rolling up your sleeves

Compensation Range

$95,000 - $115,000 Base Salary