Patient Experience Manager

Responsibilities

• Feedback monitoring: Monitor incoming patient feedback and satisfaction signals across brands and locations, prioritizing outreach based on severity and urgency.
• Patient outreach: Proactively contact patients who report a poor experience, by phone, text, or email, to understand what happened, listen to their concerns, and de-escalate.
• First-line resolution: Resolve issues directly where possible (e.g., billing confusion, scheduling errors, communication breakdowns) without requiring escalation.
• Escalation and handoff: When an issue requires additional attention, document it clearly and route it to the appropriate owner — office manager, dentist, regional lead, or compliance — with a clear ask and follow-up expectation.
• Closing the loop: Follow up with patients after an issue has been addressed to confirm resolution and support a positive ongoing relationship with the practice.
• Public Review Response (Google & Social Media): Owns all public responses: Write and post responses to public Google reviews across all Benevis brands and locations — both positive and negative — in a consistent, on-brand, and compliant voice.
• Response standards: Develop and maintain response guidelines and tone by scenario, and ensure timely turnaround on new reviews.
• Sensitive review handling: Escalate sensitive reviews to the appropriate stakeholder before or alongside posting a public response.
• Community management: Monitor and respond to comments and reviews on Benevis's social media channels (e.g., Facebook, Instagram) across all brands, addressing both compliments and complaints.
• Reputation Management: Trend analysis: Identify recurring themes in feedback (e.g., wait times, billing, front-desk experience, specific locations or providers) and translate them into actionable recommendations for marketing and operations leadership.
• Reporting: Build and maintain regular reporting on patient satisfaction, review response performance, and online reputation trends for leadership and field operations review.
• Process improvement: Continuously refine outreach approaches, response standards, and escalation pathways based on what is and is not driving results; and provide training and recommendations to field team.
• Cross-Functional Collaboration: Field partnership: Serve as the primary point of contact between marketing and clinic teams (office managers, dentists) on patient experience matters.
• Systems ownership: Maintain the tools and workflows that support patient outreach and review response.
• Compliance awareness: Ensure all outreach complies with relevant communication regulations (e.g., TCPA, HIPAA) and internal consent policies.

Qualifications

• 5+ years of experience in customer support, patient/guest experience, or a related field, including at least 3 years in a service recovery, escalations, or complaint-resolution role.
• Demonstrated ability to de-escalate frustrated or upset customers/patients with empathy and professionalism.
• Strong written communication skills, with the ability to write on-brand public review and social media responses at volume without sounding templated.
• Comfortable making outbound calls and having difficult conversations with patients.
• Experience working cross-functionally and influencing outcomes with stakeholders outside your direct reporting line (e.g., clinical or operations leaders) without formal authority over them.
• Hightly organized, with the ability to manage a daily queue of cases and public responses across multiple locations and stakeholders.
• Comfortable working with data and reporting tools to identify trends (e.g., Excel/Google Sheets; dashboard tools).
• Ability to work independently and exercise judgment on when to resolve an issue directly versus escalate it.