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Role Description

The Patient Experience Specialist serves as a visible champion for patient experience by combining strong communication skills, data analysis, and patient-centered engagement to drive continuous organizational improvement. The role monitors patient feedback, identifies key opportunities, and supports DCA practices with review management and online reputation efforts. This position partners with directors, senior leaders, and staff to evaluate progress, address barriers, and achieve targeted outcomes.

Responsibilities

• Patient Satisfaction Strategy & Program
  • 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.
• Reputation and Feedback Analytics
  • 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.
• Patient Advocacy, Retention and Service Recovery
  • 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.
• Patient Retention & Experience Optimization
  • 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.
• Program Growth and Innovation
  • 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.

Work Environment

• Remote position in a professional home office environment.
• Primarily computer-based work routinely uses standard office equipment such as computers, phones, printers.
• Frequent collaboration with cross-functional teams including Marketing, Operations, Finance, Learning and Development and Executive Leadership.

Physical Demands

• Extended periods of sitting and working from a computer.
• This position requires the ability to occasionally lift products and supplies, up to 20 pounds.
• Occasional travel may require standing, walking, and on-site engagement.

Competencies

• Job Knowledge – Knowledge of current objectives, practices, trends, and information affecting his/her role.
• Technical Knowledge – Has sufficient command of technology used to perform majority of projects assigned.
• Quality of Work – Consistently produce acceptable quality work and only requires a reasonable amount of supervision.
• Initiative – Demonstrates a strong work ethic. Takes the appropriate risks and focuses on outcomes. Needs only a reasonable level of supervision. Flexibility and willingness to step out of comfort zone to support team.
• Communication – Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences. Demonstrates effective listening skills. Focuses on content. Is thoughtful and articulate when speaking with others.
• Customer Service – Is attentive and responsive to the needs of others. Handles difficult situations with patience, tact and grace. Accurately identifies and anticipates needs. Flexible in making adjustments in service delivery.
• Dependability – Consistently completes tasks on time and with little assistance from others on team. Responsibilities, commitments and projects meet expectations of department.
• Accountability – Holds self and others accountable to meet commitments. Intervenes to address and resolve issues in work product of department.
• Manages Complexity – Making sense of complex, high quality, and sometimes contradictory information to effectively solve problems. Acquires data from multiple and diverse sources when solving problems. Evaluates pros and cons, risks and benefits of different solution options.

Qualifications

• 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.