Sr. Manager, Patient Success

Patient Experience & Retention

Serve as the primary champion for patient experience across assigned practices, ensuring service standards are met or exceeded at every touchpoint.
Develop and monitor patient journey maps from first contact to post-treatment follow-up.
Oversee patient recall programs (hygiene, ortho, specialty) to meet or exceed retention benchmarks.
Resolve escalated patient concerns quickly and professionally, aligning with clinical leadership when needed.

Operational Excellence

Analyze KPI dashboards for patient satisfaction scores, treatment acceptance rates, no-show/cancellation rates, and retention metrics.
Collaborate with patient coordinators and office management teams to optimize outbound/inbound patient communication scripts and workflows.
Partner with practice managers to improve call answer rate, call resolution, scheduling efficiency, financial discussions, and patient follow-up processes.

Improvement Initiatives

Identify priority focus areas and recommend to GEDC leadership key strategies with potential to improve the patient experience and survey results.
Facilitate a process for defining approaches that can be effectively deployed to influence the patient experience, with key actions that can be initiated at the system level as well as actions that can be piloted at local level in response to findings.
Set goals, objectives, timelines and accountabilities for initiatives.
Maintain team charters, project plans, progress reports and other records
Lead a process for communicating about practices that will enable local teams to define, launch and evaluate enduring initiatives to improve the patient experience in their area
Influence accountability through the dissemination of targeted reports, focused action plans and the validation of competency related to caregivers and staff behaviors.

Team Coaching & Development

Provide training and resources to front desk and treatment coordinator teams on patient communication, financial presentation, and service recovery.
Share best practices across practices to ensure consistent, high-quality patient experience.

Technology & Reporting

Use practice management software, phone systems, patient engagement platforms, and analytics tools to track and report performance.
Provide weekly/monthly summaries with actionable recommendations to operational leadership.

Education & Experience

• Bachelor’s degree in business, healthcare administration, or related field preferred; equivalent experience accepted.
• 3–5 years in dental, healthcare, or patient experience management; DSO/multi-site experience preferred.
• Proven ability to train, coach, and inspire teams.
• Familiarity with dental practice management software, and patient engagement platforms.
• Exceptional interpersonal and communication skills.
• Strong data analysis and problem-solving capabilities.