Patient Experience Manager (Dental)

Join the future of dentistry, led by dentists  

At Dental365, we're reshaping the way patients experience dental care. By placing patients and providers at the core of our approach, we're breaking new ground in the world of dentistry. Since our inception, we've touched the lives of hundreds of thousands of patients and have emerged as a leading and distinguished dental organization, led by dentists. If you’re a motivated change-maker looking to build a lifelong career in dentistry – now is the time to take part in our journey.

ROLE SUMMARY:

The Patient Experience Manager is responsible for delivering a consistent, world-class concierge-style patient experience across all dental locations. This role owns the patient journey end-to-end, ensuring every interaction, from first call to post-visit follow-up, is intentional, warm, measurable, and aligned with our goal of delivering a world class experience. 

This position blends hospitality principles with operational discipline, using secret shopping, training, analytics, and coaching to drive measurable improvements in patient satisfaction, loyalty, and reputation.

KEY RESPONSIBILITIES:

• Own and evolve the Dental Concierge Playbook, defining clear patient experience standards across phone, in-office, financial, and follow-up interactions 
• Lead a structured secret shopping and patient experience audit program (phone and in-office) 
• Score, analyze, and report experience performance by office and region 
• Design and deliver concierge-focused training for onboarding, refreshers, and targeted improvement 
• Coach offices and field leaders to close experience gaps and sustain improvements 
• Monitor patient experience KPIs including reviews, surveys, and call quality 
• Partner with Operations to embed experience standards into daily workflows 
• Serve as the internal voice of the patient to leadership 

QUALIFICATIONS & EXPERIENCE:

• 5–8+ years in patient experience, hospitality, healthcare, or multi-site service operations (dental or healthcare experience preferred)
• Experience running mystery shopping or audit-based performance programs 
• Experience with a multi-location operational environment
• Familiar with call center or front-office workflow
• Exceptional communication skills with strong training, coaching, and influential attributes
• Comfortable working with frontline teams and senior leaders 
• Data-literate with ability to translate insights into action  

OUR BENEFITS: 

• Generous Compensation: We invest in the best and are competitive in our salary offers.  
• Flexible Health and Vision Insurance Plans: Tailored options for you and your family's well-being. 
• 401(K) Retirement Plan with Matching: Secure your financial future with our employer-matched plan. 
• Generous Paid-Time Off: Accrue up to 3 weeks, plus an annual "you" day for self-care. 
• Exclusive In-house Dental Program: Heavily discounted services for you and your immediate family. 
• Extra Perks and Fringe Benefits: Enjoy additional benefits and ongoing perks for our dedicated teams. 

*All benefits available at full-time employment (30+ hours weekly). Some benefits available for part-time employees as well. 

Salary Rane - $85,000 - $115,000 annual salary + 10% performance based annual bonus

Step into a new era with Dental365

A modern practice environment designed for superior care and comfort. We embrace cutting-edge technology in a soothing environment that goes beyond your ordinary dental practice. We’ve thought through every step in the patient’s experience to perfect our communication and care so that each visit is an eagerly anticipated event.  

We’re a team that supports your success. Emphasizing health over sales, we cultivate a warm, supportive culture without the pressure of production quotas. Those motivated for growth in their career are encouraged and supported to reach their full potential.  

We celebrate diversity. Our company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression in terms of all conditions of employment. Our diversity is one of our greatest strengths, and as an Equal Opportunity Employer, we are proud to promote a work environment where all differences are respected.