Customer Patient Experience Trainer

Diamond Braces • New York, NY

2d • Hybrid

About The Position

Diamond Braces is seeking an energetic, highly organized, and travel-ready Patient Experience Trainer to support and train the teams. This role is responsible for training, coaching, auditing, and developing Treatment Coordinators, Office Managers, and front desk team members to deliver a consistent patient experience and improve case acceptance. The ideal candidate is a top-performing Treatment Coordinator, Office Manager, or sales professional with exceptional communication skills, a positive attitude, and a passion for teaching others. This position requires frequent travel between offices.

Requirements

• Minimum 3 years of experience as a Treatment Coordinator, Office Manager, Regional Manager, Trainer, or similar role.
• Excellent verbal and written communication skills.
• Strong presentation and public speaking ability.
• Comfortable training individuals and groups.
• Strong organizational and follow-up skills.
• Ability to travel frequently throughout the NYC metropolitan area.
• Valid driver's license and reliable transportation.
• Comfortable using Microsoft Office, PowerPoint, Teams, and training technology.

Nice To Haves

• Top-performing Treatment Coordinator, Office Manager, or sales professional with exceptional communication skills, a positive attitude, and a passion for teaching others.

Responsibilities

• Train Treatment Coordinators on the Diamond Braces consultation process.
• Teach customer service and patient communication skills.
• Conduct in-office coaching and observation sessions.
• Lead role-playing exercises and training workshops.
• Reinforce company policies, procedures, and standards.
• Support onboarding and certification of new team members.
• Evaluate the patient journey from first contact through treatment start.
• Identify service gaps and opportunities for improvement.
• Coach teams on creating exceptional patient experiences.
• Monitor patient feedback and recommend corrective actions.
• Observe consultations and provide real-time coaching.
• Train teams on treatment presentation techniques.
• Teach financing discussions.
• Help teams overcome common patient objections.
• Improve confidence and communication during consultations.
• Create and update PowerPoint presentations.
• Assist with training videos and educational materials.
• Develop simple, practical training guides.
• Maintain training documentation and learning resources.
• Conduct office visits and training audits.
• Track compliance with training standards.
• Report findings and recommendations to leadership.
• Monitor performance improvement following training.

Benefits

• Mileage reimbursement
• Travel expenses reimbursed
• Performance bonus opportunity

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed