Practice Experience Manager

About be Bright

be Bright is a doctor-founded, doctor-led organization dedicated to creating bright smiles and lifelong impact for children and families. Through exceptional providers, integrated pediatric dentistry and orthodontic care, and strong support systems, be Bright delivers superior patient experiences and clinical outcomes. Focused exclusively on pediatric dentistry and orthodontics, be Bright empowers local practices with clinical autonomy while providing comprehensive administrative and operational support.

Since its founding, be Bright has been a trusted partner to providers and practices and continues to grow with purpose. At be Bright, every patient, provider, and team member’s smile is a priority.

The Practice Experience Manager leads platform implementations and go-lives across the organization, guiding practice teams through adoption, stabilization, and long-term proficiency. This role combines hands-on facilitation during deployment with structured coaching and performance support following implementation. Through observation, auditing, and ongoing field engagement, the Practice Experience Manager identifies workflow gaps, training opportunities, and best practices, transforming successful behaviors into scalable standards that support operational consistency across all locations.

Aligned to the objectives of the Director of Patient Experience, the Practice Experience Manager serves as a key source of insight into what practice teams are unable to do within existing workflows, systems, and processes. Concurrently, the Patient Engagement Team (PET) identifies what practices repeatedly seek assistance with through support requests, questions, and issue trends. Together, these complementary perspectives provide the Director of Patient Experience with a complete view of organizational capability gaps and support needs.

By combining field-based observations with patient engagement and practice support data, the Director of Patient Experience can deploy training, knowledge resources, workflow improvements, and operational support based on objective evidence rather than anecdotal feedback. This integrated approach strengthens platform adoption, improves practice performance, reduces operational friction, and protects a consistent, high-quality patient experience across the organization.

• Serve as the onsite lead for platform go-lives, present with the team from the first patient of the day.
• Partner with vendor training teams so the practice receives one coordinated experience rather than competing instructions.
• Facilitate the transition off legacy tools at go-live, including the retirement of ancillary systems replaced by the new platform.
• Troubleshoot in real time, triage what must be solved immediately versus what becomes a ticket, and keep the schedule moving.
• Hand the baton to the practice team so competence transfers rather than dependency.

• Deliver the structured post-go-live coaching program on the published cadence, including the sequential curriculum and its checkpoints.
• Return to locations for targeted onsite coaching when adoption data or ticket trends indicate the need.
• Coach practice leadership on the reasoning behind workflow changes, not only the mechanics, so the change survives the trainer leaving the building.
• Reinforce documentation, scheduling, and financial workflows that protect timely filing, clean claim submission, and a smooth patient experience.

• Audit how teams are using the platform against how they were trained to use it.
• Monitor adoption indicators by location and by role, and flag drift before it becomes a patient-experience or revenue problem.
• Review ticket trends with the Director of Patient Experience and translate recurring categories into specific training interventions that eliminate repeat issues.
• Report location-level readiness and risk ahead of each conversion in the calendar.

• Convert what works at one location into a standard that every location can follow.
• Document best-practice workflows and feed them into the master configuration and training materials.
• Certify and coach the Patient Engagement Team so first-line reinforcement is accurate and consistent.
• Partner with Learning & Development to close identified training gaps and improve adoption and effectiveness across the network.
• Hold the standard when a…