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Base pay range
$75,000.00/yr - $120,000.00/yr
Job Title Patient Experience Manager
Reports To: Chief of Staff
Key Relationships: Leads the front desk Patient Experience Coordinators and partners with the Patient Consultants and Clinical Staff to ensure all patient needs are met and expectations are exceeded. Owns patient follow-up tied to all patient inquiries after the smile makeover is completed. Ensures all team members are completely trained and fully comprehend the onboarding items described on the Front Desk Onboarding document, SOPs, etc.
Acts as the first point of contact for patients and visitors at our dental office. This role requires a friendly, professional, and organized individual who is responsible for managing administrative tasks, scheduling appointments, verifying patient information, and assisting in the smooth operation of the office. The ideal candidate will possess excellent communication skills, attention to detail, and strong customer service orientation.
Owns the patient experience for arrival to check-out, ensuring a level of attention to detail that anticipates patient needs are met and exceeded through timely communication, documentation, and follow through including items like patient comforts, beverages, and beyond are ready before arrival.
Detail Oriented: Detailed documentation of each patient and the corresponding activities are captured and shared throughout the patient life cycle to create seamless handoffs and follow-ups during the patient experience.
Tailored Engagement: Organize and execute an in-center methodology that exceeds 75% of patients scheduling hygiene "Recare" within 7 days of their last appointment and ensures each patient with an unscheduled treatment plan is contacted and scheduled appropriately in partnership with the Patient Consultants and takes ownership of the patient relationship after 12 months from the treatment start date.
Delivers a level of excellence in the daily schedule that ensures all attributes of patient records are accurately identified and completed in the system in a manner that sets the clinical, lab, and operations team up for success. Balances the schedule and minimizes changes for the clinical team.
Executes voice interactions and face-to-face interactions leveraging techniques used by luxury brands and aligned with our training materials that is on brand for a high-end patient experience.
What to Expect Within First 90 Days:
- Full Dentrix Ascend mastery
- Ensure all outstanding patient questions are resolved in 24 hours or less
- Deliver an in-office experience that truly showcases Brand
- Process while ensuring the clinical teams run on time
- Execute on suggestions from bi-weekly coaching sessions and other feedback from the team to continuously improve the pre-appointment and post-appointment experience
Seniority level
Not Applicable
Employment type
Full-time
Job function
Administrative
Industries
Medical Practices
J-18808-Ljbffr