Senior Director of Doctor and Patient Experience

Mortenson Dental • Louisville, KY

2d

About The Position

The Senior Director of Doctor and Patient Experience will be responsible for defining, implementing, and monitoring patient experience benchmarks and operational KPIs across all supported practices. This role involves standardizing practice workflows to minimize friction and maximize patient satisfaction, overseeing patient satisfaction surveys, and using data to drive continuous improvement. The position also requires partnering with clinical leaders to optimize workflows, ensuring adherence to compliance programs, managing doctor relationships through onboarding and retention initiatives, and serving as a point of contact for resolving operational issues. Additionally, the role oversees vendor management for dental supplies, labs, and equipment, and standardizes inventory management systems.

Requirements

• Bachelor’s Degree in Healthcare Administration, Business Administration, or a related field (Master’s degree or MHA/MBA preferred).
• 5+ years of leadership experience within a Dental Support Organization (DSO) or a large, multi-site medical group.
• Deep understanding of dental practice.
• Strong understanding of dental terminology, procedures, and clinical compliance requirements.
• Exceptional emotional intelligence with a proven track record of building trust and managing relationships with autonomous healthcare providers.
• Ability to translate operational metrics and patient feedback data into actionable improvement strategies.
• Experience in healthcare procurement, contract negotiation, and inventory management.

Nice To Haves

• Master’s degree or MHA/MBA preferred.
• Clinical background (RDH, DDS, or DDS/DMD) is not strictly required, but a strong understanding of dental terminology, procedures, and clinical compliance requirements is necessary.

Responsibilities

• Define, implement, and monitor patient experience benchmarks and operational KPIs across all supported practices.
• Standardize practice workflows (scheduling, patient flow, billing communication) to minimize friction and maximize patient satisfaction.
• Oversee patient satisfaction surveys (NPS), reviews, and grievance processes, using data to drive continuous improvement in service delivery.
• Partner with clinical leaders to optimize workflows, ensuring teams can work efficiently and focus on patient care.
• Partner with the Chief Compliance Officer to provide subject matter expertise on clinical compliance topics and ensure adherence to the company’s compliance program is maintained in the regions.
• Ensure doctors are properly onboarded via a smooth experience.
• Track doctor relationship management checkins (Hire to Retire) to verify doctors receive coaching, counseling, and regular feedback.
• Work closely with doctors to understand their clinical needs, balancing clinical autonomy with organizational operational goals.
• Serve as the main point of contact for resolving operational bottlenecks or frustrations experienced by the clinical team.
• Advocate with practice operations and regional leadership to promote doctor and patient needs as a priority.
• Oversee relationships with dental supply vendors, labs, and equipment manufacturers to secure competitive pricing and high-quality materials.
• Standardize inventory management systems across all locations to reduce waste and optimize spend.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior