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Patient Experience Specialist

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Dental Care Alliance

Yesterday

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Customer Relations
    Healthcare
  • Sarasota
    Remote

AI generated summary

  • You need a high school diploma, dental office experience, excellent computer skills, strong communication, problem-solving abilities, and detail-orientation while valuing teamwork and confidentiality.
  • You will manage patient inquiries, drive satisfaction initiatives, monitor feedback, support service recovery, and collaborate on quality improvements while maintaining compliance and supporting communication efforts.

Requirements

  • High School Diploma or equivalent required
  • Bachelor’s Degree in Business, Hospitality, Healthcare, or equivalent professional experience strongly preferred
  • Dental office experience required
  • Excellent computer skills
  • Experience in communication, customer service, healthcare operations.
  • Ability to manage complex situations with professionalism and discretion.
  • Ability to handle sensitive and confidential matters appropriately.
  • Ability to navigate internet-based websites and engagement platforms
  • Flexible, ability to multi-task and work with changing priorities and deadlines
  • Must be able to work independently and value a team environment
  • Problem-solving and critical thinking skills
  • Attentive to detail and ability to perform assignments while following company mission, policies and procedures
  • Ability to embrace and contribute to the company’s values

Responsibilities

  • Responsibilities
  • Respond promptly to patient inquiries via phone, email, and online platforms, providing accurate, professional, and resolution-focused communication.
  • Support implementation of patient satisfaction and quality improvement initiatives by gathering data, identifying trends, and contributing recommendations.
  • Participate in quality and performance meetings, presenting findings and supporting continuous improvement efforts.
  • Monitor and respond to patient surveys, online reviews, and third-party inquiries (e.g., BBB and consumer agencies), ensuring timely and professional engagement.
  • Document interactions within the reputation platform and follow established processes to maintain compliance and consistency.
  • Identify patterns in patient feedback and escalate systemic concerns to leadership when appropriate.
  • Proactively contact patients to address concerns, facilitate service recovery, and rebuild trust following negative experiences.
  • Serve as a liaison between patients and practice teams to ensure timely, fair, and solution-oriented resolutions.
  • Support patient retention efforts by strengthening communication touchpoints and identifying opportunities to prevent patient attrition.
  • Conduct outbound patient outreach to gather feedback, clarify concerns, and reinforce positive engagement with the practice.
  • Partner with operational leaders to ensure follow-through on service recovery plans and retention strategies.
  • Assist in initiatives designed to increase survey participation and online review volume.
  • Participate in and contribute to patient experience initiatives that align with evolving organizational priorities, helping to drive continuous improvement in operations and patient-centered care, and customer service.
  • Comply with department policies and procedures.
  • Perform administrative duties as needed.

FAQs

What does the Patient Experience Specialist do?

The Patient Experience Specialist serves as a champion for patient experience by utilizing strong communication skills, data analysis, and patient-centered engagement to drive continuous improvement in the organization.

What are the main responsibilities of the Patient Experience Specialist?

Key responsibilities include responding to patient inquiries, monitoring patient feedback, participating in quality meetings, supporting service recovery efforts, and conducting outbound patient outreach.

Is this position remote?

Yes, it is a remote position that allows for work in a professional home office environment.

What qualifications are required for this position?

A high school diploma or equivalent is required, while a Bachelor’s degree in Business, Hospitality, Healthcare, or equivalent professional experience is strongly preferred.

Is dental office experience necessary for this role?

Yes, dental office experience is required for this position.

What skills are important for a Patient Experience Specialist?

Important skills include strong communication, customer service, problem-solving abilities, proficiency in computer skills, and the ability to handle sensitive and confidential matters appropriately.

Will I need to participate in team meetings?

Yes, the role includes participating in quality and performance meetings to present findings and support continuous improvement efforts.

How does the role contribute to patient retention?

The Patient Experience Specialist supports patient retention by strengthening communication, identifying concerns, and proactively engaging with patients to address any issues that may lead to attrition.

What is the expected work environment for this position?

The work environment is primarily computer-based and involves routine use of standard office equipment, along with frequent collaboration with cross-functional teams.

Are there opportunities for professional growth in this role?

Yes, the role offers opportunities to participate in patient experience initiatives that align with organizational priorities, helping to drive continuous improvement in operations and patient-centered care.

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Dental Care Alliance

Science & Healthcare
Industry
1001-5000
Employees
1991
Founded Year

Mission & Purpose

As one of the country’s largest dental support organizations, we have more than 400 affiliated dental practices in 23 states. Founded in 1991 and headquartered in Sarasota, FL, Dental Care Alliance supports more than 400 affiliated dental practices in 22 states, making it one of the largest multi-branded dental support organizations in the country. DCA-affiliated practices provide a full suite of dental services, including general dentistry, hygiene, pediatric dentistry, orthodontics, endodontics, periodontics and oral surgery. Our platform is powerful and cultivates lasting relationships. Experienced, licensed Clinical Directors ensure superior standards of care, and our affiliated dentists share our commitment to practicing with honesty, integrity and compassion. The future is now. We’re committed to continually advancing our offices and clinical teams through ongoing training and access to the latest advancements in treatment and equipment. We provide the support necessary to allow our providers to focus on the one thing that matters most: the patients. We invest in our practices and our teams to empower them to stay focused and committed to quality care. Just as each tooth has a counterpart and a strong support system, we are a team working together toward the common goal of providing patients with an exceptional dental experience. Teamwork is what makes a smile, and it’s how we work. It’s always been our philosophy that happy dentists equal healthy smiles. Our model is optimized for growth. Our mission is superior, streamlined, patient-focused dental care.