Experience Optimization Specialist

Experience Optimization Specialist Role Overview The Experience Optimization Specialist (EOS) is an advocacy-first role designed to strengthen the relationship between Heartland Dental’s supported offices and the Support Office. Serving primarily as a trusted liaison and office advocate, the EOS builds and maintains strong working relationships with Doctors, PMOs, and practice teams—ensuring their concerns are heard, understood, and acted upon. Beyond individual office relationships, the EOS monitors support trends, identifies recurring friction points, and surfaces data-driven insights for continuous improvement. Drawing on their frontline visibility, they flag systemic issues, contribute to improvement initiatives, and—where appropriate—participate in efforts to address root causes. This work supports Heartland’s broader Center of Excellence model, where the EOS acts as a catalyst for improvement rather than the sole executor of every fix. This role reports to the Sr. Customer Service Excellence Manager and collaborates with leaders across Support Office functions. Key Duties & Responsibilities Build and maintain strong professional relationships with Doctors, PMOs, and office teams across the assigned portfolio, serving as a consistent point of contact for concerns requiring coordination or escalationEnsure communication with offices is proactive, clear, timely, and aligned with Heartland values—helping offices understand the why, not just the whatIdentify when escalation is needed and route issues to the correct Support Office team with clear documentation and expectationsConsistently document office interactions, concerns, and follow-up actions in Heartlink to maintain continuity and accountabilityAnalyze Heartlink tickets, office feedback, and qualitative signals to identify emerging trends, high-impact issues, and repeat or stalled concernsConduct root-cause analysis on recurring and systemic issues—such as aging tickets, duplicate submissions, and unnecessary back-and-forth—with supporting dataTrack office-level trends over time and present findings to leadership, translating frontline experience into prioritized, actionable opportunitiesContribute insights and recommendations to continuous improvement initiatives, participating as a subject matter voice where appropriateGuide offices toward self-service resources and escalation paths, and identify knowledge gaps to inform updates to KB articles and support documentationFacilitate structured office touchpoints and feedback loops, ensuring feedback is shared with the right teams and follow-up commitments are trackedContribute to a governance backlog capturing improvement opportunities with high-level assessments of value, effort, and complexityPartner with Support Office departments to drive timely resolution, balancing advocacy for offices with respect for internal teams and constraints Minimum Requirements Strong written and verbal communication skills with a professional, service-oriented approachAbility to analyze trends, identify root causes, and connect insights to actionHigh level of organization, follow-through, and attention to detailStrong judgment and comfort making decisions in ambiguous or fast-moving situationsCollaborative mindset with the ability to influence across teams without direct authorityProfessionalism, empathy, and composure when supporting teams under stress or urgencyProficiency in Microsoft Outlook, Word, Excel, and PowerPointAbility to learn and adapt to evolving systems and workflows (e.g., Heartlink, HS1, Dentrix Forms) Desirable Qualifications Experience with AI-enabled platforms or customer success platforms. Familiarity with CRM, or ticketing platofrms, specifically Ivanti ITSMHealthcare, dental, or multi-site service organization experience. Physical Requirements Ability to perform essential duties with or without reasonable accommodation. Prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times.