Director of Patient Experiences

Director of Patient Experiences

Position Summary

This full-time, hourly role is unlike a typical position in healthcare. In fact, no prior dental or professional experience is required — and is actually preferred. The ideal candidate will treat each patient as if they were a guest at a five-star hotel or a high-end restaurant, not a dental office. The goal is to create a memorable, luxurious experience that makes every patient feel like a VIP or "rock star", leaving them eager to share their experience with others.

Think: Hospitality-first. World-class service. Concierge-level attention.

This position should be eager to learn, be coachable, open minded to change, being willing to role play just like an athlete for continuous improvement, learn sales, hospitality, consumer psychology, verbiage, communication and presentation skills to transform the healthcare environment into the most elite level people business on the planet.

Core Responsibilities

• Full-Time, Hourly Position
• Must have a hospitality mindset — approach this as if you're a concierge at a luxury hotel.
• Lead personality of the practice; must be:
• Charismatic
• Personable
• Conversational
• Detail-oriented
• Genuinely interested in people and connection
• Oversees:
• CCSM (Communication and Customer Service Morning Meeting)
• All patient complaints
• Daily goal: Secure at least one Five-Star Google Review
• Manages customer experience initiatives (especially with New Patient Group (NPG) involvement) — oversees all patient experience protocols, even if not executing them personally.
• Manages patient personalization:
• Tracks birthdays, vacations, family events, preferences
• Ensures thoughtful touches during treatment (e.g., follow-up on life events, not just dental care)
• Manages gift-giving: welcome gifts, birthday gifts, etc.
• Ensures waiting room ambience:
• Coffee, water, cleanliness, paper products, and overall guest comfort
• Maintains environment (picks up trash, straightens items, monitors atmosphere, monitors bathroom cleanliness)
• Make sure lights and amenities are functioning
• Maintain snack station cleanliness and stock (if applicable)
• Perform lobby ‘sweep’ every 30 minutes to 1 hour during busy times (trash pickup, restock, tidying)

Management of New Patient Experience

• Ensures every new patient receives:
• Practice Welcome Video
• Doctor “Wow” Call or Video
• Treatment Coordinator (TC) Welcome Video
• Ensures:
• Notes are added specifically from personal conversations with patients - i.e. hobbies, upcoming events, family, origin, etc. to be used for personalized communication – i.e. VIP greeting at start/delivery appointments
• Adds birthdays and milestones to notes and is communicated to all team members
• Manages pre-appointment paperwork:
• Sends reminder video 48 hours before the appointment if paperwork isn’t complete
• Follows up with a phone call if no response
• Ensures new patient are not sitting waiting room and always attended to
• Performs:
• VIP Greeting
• VIP Office Tour
• Wide Smile Photo for iTero
• Trust Transfer to the Treatment Coordinator and other Team Members
• Follow-up call or video thanking the patient and checking on their experience
• Even if the patient starts treatment the same day, a separate thank-you video or call is still sent
• Oversees and orders New Patient Welcome Gifts

Management of Existing Patient Experience

• Responsible for ongoing VIP experience for existing patients
• Performs:
• VIP Greeting for all returning patients
• Trust Transfer to Ortho Coaches (assistants)
• Ensures:
• Patient notes are reviewed for personalized communication – i.e. VIP greeting at start/delivery appointments
• Ensures birthdays and milestones are remembered and communicated by all team members

Performance Bonuses

• $1 per patient referral who attends their appointment
• $10 per 5-Star Google Review testimonial obtained in-office
• $10 per video testimonial collected in-office
• Dinner at high end restaurant and $100 monthly bonus if both are achieved in the same month:
• 5 or more video testimonials, and
• 8 or more 5-Star Google Reviews

Management of Patient Communications and Patient Flow

1. Greet and check-in patients warmly and professionally

• Handle first-time patient onboarding: greet, follow-up on patient forms, give office tour
• Green by coming around desk instead of behind desk
• Trust transfer to team when handing off patient and/or family to team
• Welcome patients by standing up and calling them by name with a warm, friendly tone.
• If early, greet them and take them on a welcome tour of the office to “kill” time. Do not let them sit and wait ever.
• Educate patients on self-check-in procedures when applicable.
• Offer them a bottle of water or to make them a cup of coffee.

2. Provide patient hospitality

• Act as the voice and face of the practice inside and outside the office (regular working hours but also you represent the practice in the community during off hours.)
• Track patient birthdays and milestones and send thoughtful gifts as well as send them a happy birthday video.
• Give special attention and compliments to patients
• Attend to those in the waiting room, especially those waiting long periods; i.e. ask them if they need anything, offer drinks/coffee/water.
• Be mindful of facial expression, tone, and speech to positively represent practice

3. Answer phones and other patient communications professionally and warmly

• Use professional NPG scripting to answer calls.
• Check and return all calls, voicemails, and form submissions within ten minutes
• All emails answered by end of business day
• Strive for 100% call answer rate
• Log all messages with details and actions taken in a voicemail binder or communications notes
• Order of Importance
• New Patient Call
• New Patient in front of you
• Existing patient in front of you
• Existing Patient Call

3. Follow up on no-shows and manage recalls

• Send and text a pre-shot video of Doc for no shows.
• Reschedule or add recall notes if they do not reschedule immediately.
• Check and pull recall reports monthly, splitting tasks if necessary.
• Record outcomes in patient communication charts.
• Manage recall flags and and remove flag if the patient reschedules.

4. Manage appointment scheduling and re-appointments

• Re-appoint patients on office closure days or due to doctor/sickness/weather issues.
• Ensure timely scheduling to maintain practice flow.
• Track appointment status (waiting, seated, ready for checkout, dismissed).
• Ensure all patient appointments are checked in.
• Develop or maintain protocol for changing patient status with clarity on responsibility and timing
• Add Recall to chart if patient does not schedule next appointment
• Schedule all appointments within the practice template
• Implement scheduling templates at least six months in advance
• Send out confirmation calls/emails for future appointments (if applicable)

4. Coordinate office events and promotions

• Promote ongoing contests and encourage participation.
• Educate patients and staff about contests, prizes, and rules.
• Encourage families to engage on social media platforms like Facebook, Instagram, Youtube.
• Ask for patient reviews during appointments, such as braces on or debond appointments.

5. Support check-out and administrative tasks

• Assist with check-out processes as secondary support.
• Complete, scan, and shred documents like informed consent, contracts, and phone slips.
• Ensure accurate documentation and data security.
• Manage the collection of mail and correspondence.

7. Additional patient care and office support

• Maintain and communicate important scheduling items (birthdays, doctor lunch, office meetings, workiversaries)
• Show and explain office amenities and procedures to new patients.
• Explain check-in procedures and office policies.
• Ensure smooth appointment flow and optimal patient experience.

Management of Records and Exam Visit

1. Prepare for the day

• Arrive on time and be ready for the day
• Turn on all lights
• Turn on clinic computers
• Prepare records room (pan/ceph/CBCT machine)
• Prepare scanner for first patient

2. End for the day

• Take out trash (last thing done when no patients at location)
• Turn of all computers and lights
• Contact doctor or lead to inquire on any pendings before departure

3. Exam Room Preparation

• Ensure exam room smells fresh and is at a comfortable temperature
• Manage atmosphere including music, videos, Wi-Fi
• Set up doctor’s tray, tools, typodonts, and props clean and organized
• Load software programs and presentation tools

4. Exam Flow and Doctor Support

• Manage exam flow and timing as primary person responsible
• Be ready to bring next patient back five minutes before their start
• Patient should be attended to as soon as they walk in the door - no waiting
• Take accurate and marketable x-rays and digital scans
• Engage in personable conversation with patients/parents
• For in-office exam
• Ensure doctor enters exam within 5 minutes of leaving room
• Take notes on treatment plan, use learning props to educate and answer patient question

5. Patient Follow-Up and Communication

• Follow up with patients after new patient exam using Recall Protocol
• Queue all new patient doctor letters for printing and mailing/emailing to professionals and responsible parties

6*. Practice Image and Representation*

• Maintain and enhance overall practice image
• Represent the doctor and team positively, following their vision and treatment philosophies
• Prepare new patient walk-out folders with neat and presentable marketing materials

7. Patient Conversion and Reporting

• Partially responsible for converting viable new patients into treatment starts (goal ~85% conversion)
• Communicate new patient needs during morning huddles and coordinate clinic plans
• Pull practice production reports and track monthly goals
• Report progress to doctor regularly

8. Additional Responsibilities

• Primary person to perform OBS appointments
• Ensure practice systems and documentation are up-to-date and accurate
• Handle payment collection (secondary)
• Ensure financial contract signed and down payment taken before check-out
• Take payments at the front desk accurately.
• Enter payments properly into the system.
• Follow office protocols for cash and check handling.
• Train with the Financial Coordinator if necessary.

Management of Referral Communications and Relationships

Job Type: Full-time

Pay: $20.00 - $23.00 per hour

Expected hours: No more than 40 per week

Benefits:

• Employee discount
• Professional development assistance
• Referral program

Work Location: In person

Salary : $20 - $23