Patient Experience Specialist

Dental Care Alliance•Sarasota, FL

7d•Remote

About The Position

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.

Requirements

High School Diploma or equivalent required
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

Nice To Haves

Bachelor’s Degree in Business, Hospitality, Healthcare, or equivalent professional experience strongly preferred

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