What are the responsibilities and job description for the Experience Optimization Specialist position at Heartland Dental?
Experience Optimization Specialist
Role Overview
The Experience Optimization Specialist (EOS) is an advocacy-first role designed to strengthen the relationship between Heartland Dental’s supported offices and the Support Office. Serving primarily as a trusted liaison and office advocate, the EOS builds and maintains strong working relationships with Doctors, PMOs, and practice teams—ensuring their concerns are heard, understood, and acted upon.
Beyond individual office relationships, the EOS monitors support trends, identifies recurring friction points, and surfaces data-driven insights for continuous improvement. Drawing on their frontline visibility, they flag systemic issues, contribute to improvement initiatives, and—where appropriate—participate in efforts to address root causes. This work supports Heartland’s broader Center of Excellence model, where the EOS acts as a catalyst for improvement rather than the sole executor of every fix.
This role reports to the Sr. Customer Service Excellence Manager and collaborates with leaders across Support Office functions.
Key Duties & Responsibilities
Ability to perform essential duties with or without reasonable accommodation.
Prolonged periods sitting at a desk and working on a computer.
Must be able to lift up to 15 pounds at times.
Role Overview
The Experience Optimization Specialist (EOS) is an advocacy-first role designed to strengthen the relationship between Heartland Dental’s supported offices and the Support Office. Serving primarily as a trusted liaison and office advocate, the EOS builds and maintains strong working relationships with Doctors, PMOs, and practice teams—ensuring their concerns are heard, understood, and acted upon.
Beyond individual office relationships, the EOS monitors support trends, identifies recurring friction points, and surfaces data-driven insights for continuous improvement. Drawing on their frontline visibility, they flag systemic issues, contribute to improvement initiatives, and—where appropriate—participate in efforts to address root causes. This work supports Heartland’s broader Center of Excellence model, where the EOS acts as a catalyst for improvement rather than the sole executor of every fix.
This role reports to the Sr. Customer Service Excellence Manager and collaborates with leaders across Support Office functions.
Key Duties & Responsibilities
- Build and maintain strong professional relationships with Doctors, PMOs, and office teams across the assigned portfolio, serving as a consistent point of contact for concerns requiring coordination or escalation
- Ensure communication with offices is proactive, clear, timely, and aligned with Heartland values—helping offices understand the why, not just the what
- Identify when escalation is needed and route issues to the correct Support Office team with clear documentation and expectations
- Consistently document office interactions, concerns, and follow-up actions in Heartlink to maintain continuity and accountability
- Analyze Heartlink tickets, office feedback, and qualitative signals to identify emerging trends, high-impact issues, and repeat or stalled concerns
- Conduct root-cause analysis on recurring and systemic issues—such as aging tickets, duplicate submissions, and unnecessary back-and-forth—with supporting data
- Track office-level trends over time and present findings to leadership, translating frontline experience into prioritized, actionable opportunities
- Contribute insights and recommendations to continuous improvement initiatives, participating as a subject matter voice where appropriate
- Guide offices toward self-service resources and escalation paths, and identify knowledge gaps to inform updates to KB articles and support documentation
- Facilitate structured office touchpoints and feedback loops, ensuring feedback is shared with the right teams and follow-up commitments are tracked
- Contribute to a governance backlog capturing improvement opportunities with high-level assessments of value, effort, and complexity
- Partner with Support Office departments to drive timely resolution, balancing advocacy for offices with respect for internal teams and constraints
- Strong written and verbal communication skills with a professional, service-oriented approach
- Ability to analyze trends, identify root causes, and connect insights to action
- High level of organization, follow-through, and attention to detail
- Strong judgment and comfort making decisions in ambiguous or fast-moving situations
- Collaborative mindset with the ability to influence across teams without direct authority
- Professionalism, empathy, and composure when supporting teams under stress or urgency
- Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint
- Ability to learn and adapt to evolving systems and workflows (e.g., Heartlink, HS1, Dentrix Forms)
- Experience with AI-enabled platforms or customer success platforms.
- Familiarity with CRM, or ticketing platofrms, specifically Ivanti ITSM
- Healthcare, dental, or multi-site service organization experience.
Ability to perform essential duties with or without reasonable accommodation.
Prolonged periods sitting at a desk and working on a computer.
Must be able to lift up to 15 pounds at times.