Patient Experience Manager

Benevis•Atlanta, GA

11d•Hybrid

About The Position

Benevis is seeking a Patient Experience Manager to lead a new function focused on patient satisfaction and online reputation across all brands and locations. This role will proactively engage with patients who report a poor experience, work to understand and resolve the issue, and coordinate with clinical and operational teams as needed. Beyond individual case resolution, the Patient Experience Manager will own Benevis's public-facing online reputation — responding to Google reviews and social media comments across all brands, monitoring trends, and developing strategies to strengthen our ratings. This is a centralized, marketing-based role that brings a consistent, brand-aligned voice to how Benevis engages with patients offline and online. As this function matures, there may be opportunities to expand scope, including building out a team.

Requirements

5+ years of experience in customer support, patient/guest experience, or a related field, including at least 3 years in a service recovery, escalations, or complaint-resolution role.
Demonstrated ability to de-escalate frustrated or upset customers/patients with empathy and professionalism.
Strong written communication skills, with the ability to write on-brand public review and social media responses at volume without sounding templated.
Comfortable making outbound calls and having difficult conversations with patients.
Experience working cross-functionally and influencing outcomes with stakeholders outside your direct reporting line (e.g., clinical or operations leaders) without formal authority over them.
Highly organized, with the ability to manage a daily queue of cases and public responses across multiple locations and stakeholders.
Comfortable working with data and reporting tools to identify trends (e.g., Excel/Google Sheets; dashboard tools).
Ability to work independently and exercise judgment on when to resolve an issue directly versus escalate it.

Nice To Haves

Experience with reputation management, review response, or CRM platforms (e.g., Birdeye or similar).
Experience managing social media comments/community management for a multi-location brand.
Experience in a multi-location healthcare or dental service organization (DSO) environment.
Familiarity with Medicaid or pediatric dental patient populations and the communication sensitivities involved.
Certified Patient Experience Professional (CPXP) credential or equivalent training.
Bilingual (English/Spanish) a plus, given patient population.

Responsibilities

Monitor incoming patient feedback and satisfaction signals across brands and locations, prioritizing outreach based on severity and urgency.
Proactively contact patients who report a poor experience, by phone, text, or email, to understand what happened, listen to their concerns, and de-escalate.
Resolve issues directly where possible (e.g., billing confusion, scheduling errors, communication breakdowns) without requiring escalation.
When an issue requires additional attention, document it clearly and route it to the appropriate owner — office manager, dentist, regional lead, or compliance — with a clear ask and follow-up expectation.
Follow up with patients after an issue has been addressed to confirm resolution and support a positive ongoing relationship with the practice.
Write and post responses to public Google reviews across all Benevis brands and locations — both positive and negative — in a consistent, on-brand, and compliant voice.
Develop and maintain response guidelines and tone by scenario, and ensure timely turnaround on new reviews.
Escalate sensitive reviews to the appropriate stakeholder before or alongside posting a public response.
Monitor and respond to comments and reviews on Benevis's social media channels (e.g., Facebook, Instagram) across all brands, addressing both compliments and complaints.
Identify recurring themes in feedback (e.g., wait times, billing, front-desk experience, specific locations or providers) and translate them into actionable recommendations for marketing and operations leadership.
Build and maintain regular reporting on patient satisfaction, review response performance, and online reputation trends for leadership and field operations review.
Continuously refine outreach approaches, response standards, and escalation pathways based on what is and is not driving results; and provide training and recommendations to field team.
Serve as the primary point of contact between marketing and clinic teams (office managers, dentists) on patient experience matters.
Maintain the tools and workflows that support patient outreach and review response.
Ensure all outreach complies with relevant communication regulations (e.g., TCPA, HIPAA) and internal consent policies.