Patient Experience Specialist

About the role

Join our Orthodontic Clinic team and help create an exceptional patient experience. As a Patient Experience Specialist, you will play a vital role in guiding patients through their orthodontic treatment journey by coordinating appointments, explaining treatment plans and insurance benefits, assisting with financial arrangements, and ensuring every patient feels informed, welcomed, and prepared for their next visit.

Responsibilities

• PES I: Verify patient demographics, required forms, consents, and insurance information. Review approved treatment plans and assist patients with financial arrangements. Schedule patient appointments and support efficient clinic scheduling and patient flow. Complete insurance verification and pre-authorization activities. Coordinate treatment-related documentation and patient records. Check patients in and out and respond to patient and external inquiries. Process payments, resolve discrepancies, and ensure accurate account posting. Collaborate with clinic departments to support daily operations.
• PES II: All PES I duties plus Perform advanced insurance pre-authorization activities and support complex insurance inquiries. Serve as a resource to team members and collaborate across departments to improve operational efficiency. Train and onboard new Patient Experience Specialists.
• PES III: All PES I and PES II duties plus Provide leadership, guidance, and mentorship to Patient Experience Specialists. Analyze workflows and recommend or implement process improvements. Serve as an escalation point for patient concerns and complex service issues. Support clinic performance monitoring, reporting, and operational initiatives.

Qualifications

• High school diploma or equivalent required. Bilingual (Spanish-speaking) preferred, with the ability to effectively communicate with patients and staff in both English and Spanish.
• The Patient Experience Specialist (PES) position has 3 tiers depending on experience:
• PES I – 0-2 years’ experience
• PES II – 2-4 years’ experience
• PES III – 4+ years’ experience
• Progression to next level is based upon years’ experience in a dental or medical office OR equivalent education, training, or a combination of both.
• Preferred: Administrative experience in a dental practice, including knowledge of dental insurance and procedures. Relevant training or education in dental administration, insurance, or customer service may substitute for direct experience.

Benefits

• Medical, dental, and vision plans with a variety of options
• Retirement matching up to 7.5%
• Employee Assistance Programs, including mental health services
• Generous vacation and sick leave for a strong work-life balance
• Paid holidays
• Eligibility for Public Service Loan Forgiveness (PSLF)
• Additional employer-paid benefits