Sr. Manager, Patient Success

About the role

The Patient Success Senior Manager (PSM) plays a critical role in driving patient retention, satisfaction, and lifetime value across Great Expressions Dental Centers (GEDC). This role bridges clinical, operational, training and education, and marketing teams to ensure every patient receives a seamless, personalized, and proactive care experience. The PSM will design systems and methodologies that operationalize our patient promise, including standardized SOPs and KPIs cascaded, monitored, and improved through every tier of the organization.

This can be a remote position; however, the ideal candidate will reside in the Eastern Time Zone (EST) and be located in a state where Great Expressions Dental Centers has a regional office to ensure effective collaboration, alignment with business hours, and the ability to attend occasional in-person meetings or events.

Supervisory Responsibilities

• Maintains staff by recruiting, selecting, orienting, and training team members and developing personal growth.
• Delivers performance feedback and reviews in a timely manner and distributes compensation adjustments according to company standards and policies.
• Coaches and disciplines team members as needed.
• Manages timecards to ensure correct payments and PTO banks are maintained.

Responsibilities

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 key strategies to GEDC leadership 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 at the system level and pilot actions at the local level.
• Set goals, objectives, timelines, and accountabilities for initiatives.
• Maintain team charters, project plans, progress reports, and other records.
• Lead a process for communicating practices that enable local teams to define, launch, and evaluate enduring initiatives to improve the patient experience.
• Influence accountability through targeted reports, focused action plans, and validation of competency related to caregivers and staff behaviors.
• Prepare and present oral and written reports to stakeholders and leadership related to patient experience projects, initiatives, and progress.

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.

• All other tasks requested by Manager.

Requirements

• 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.

About GEDC

Since 1982, Great Expressions has been at the forefront of dental innovation, setting the standard for exceptional care and unforgettable patient experiences. Our recently appointed leadership team brings over a century of collective dental expertise and is backed by dynamic investment support to pave the way for groundbreaking changes. We're channeling our resources and energy into revolutionizing our technology platform, expanding service offerings, and creating a personalized patient experience that goes beyond the expected. At Great Expressions, we're not just transforming dentistry; we're investing in the growth and development of our team. Join us and be a part of a career that blends innovation and professionalism, where your contribution shapes the future of dental excellence.