Patient Experience Manager (Dental)

Dental365 • New Hyde Park, NY

23h • $85,000 - $115,000

About The Position

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.

Requirements

• 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

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

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.

What This Job Offers

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