Sr. Manager, Patient Success

Patient Success Senior Manager

The Patient Success Senior Manager plays a critical role in driving patient retention, satisfaction, and lifetime value across the enterprise of Great Expressions Dental Centers (GEDC). This role bridges clinical, operational, training and education, and marketing teams to ensure every patient receives a seamless, personalized, and proactive care experience. The PSM will design systems and methodologies that operationalize our patient promise, including standardized SOPs and KPIs that are cascaded, monitored, and improved through every tier of the organization.

With these systems and processes in place, the individual will be responsible for leading, executing, implementing, analyzing, reporting, and evaluating targeted patient experience improvement initiatives, while leading a team of outbound agents to facilitate engagement, customer service auditing, and leading continuous improvement of the patient journey touchpoints.

The PSM will leverage data and technology to improve patient recall, treatment acceptance, and engagement—turning one-time visits into lifelong relationships.

This can be a remote position; however, the ideal candidate will reside in the Eastern Time Zone (EST) and be located in a state where Great Expressions Dental Centers has a regional office. This will help ensure effective collaboration with our teams, alignment with business hours, and the ability to attend occasional in-person meetings or events as needed.

• Maintains staff by recruiting, selecting, orientating and training team members and developing personal growth.
• Delivers performance feedback and reviews in a timely manner and distributes compensation adjustments according to company standards and policies
• Coaches and disciplines Team Members in a timely manner when needed
• Manages timecards to ensure correct payments and PTO banks are maintained

Patient Experience & Retention

• Serve as the primary champion for patient experience across assigned practices, ensuring service standards are met or exceeded at every touchpoint.
• Develop and monitor patient journey maps from first contact to post-treatment follow-up.
• Oversee patient recall programs (hygiene, ortho, specialty) to meet or exceed retention benchmarks.
• Resolve escalated patient concerns quickly and professionally, aligning with clinical leadership when needed.

Operational Excellence

• Analyze KPI dashboards for patient satisfaction scores, treatment acceptance rates, no-show/cancellation rates, and retention metrics.
• Collaborate with patient coordinators and office management teams to optimize outbound/inbound patient communication scripts and workflows.
• Partner with practice managers to improve call answer rate, call resolution, scheduling efficiency, financial discussions, and patient follow-up processes.

Improvement Initiatives

• Identify priority focus areas and recommend to GEDC leadership key strategies with potential to improve the patient experience and survey results.
• Facilitate a process for defining approaches that can be effectively deployed to influence the patient experience, with key actions that can be initiated at the system level as well as actions that can be piloted at local level in response to findings.
• Set goals, objectives, timelines and accountabilities for initiatives.
• Maintain team charters, project plans, progress reports and other records
• Lead a process for communicating about practices that will enable local teams to define, launch and evaluate enduring initiatives to improve the patient experience in their area
• Influence accountability through the dissemination of targeted reports, focused action plans and the validation of competency related to caregivers and staff behaviors.
• Prepare and present both oral and written reports and presentations to stakeholders and leadership related to patient experience projects, initiatives and progress in achieving goals.

Team Coaching & Development

• Provide training and resources to front desk and treatment coordinator teams on patient communication, financial presentation, and service recovery.
• Share best practices across practices to…