Patient Experience Coordinator

THE ROLE

At Cusp Dental Boutique®, we want to elevate what dentistry can be.

The Patient Experience Coordinator sets that tone. You are often the first person a patient speaks with, the first face they see upon arrival, and the person ensuring nothing falls through the cracks after they leave.

You learn who your patients are, anticipate their needs, remember the details, follow up when you say you will, and make every interaction feel personal.

Our goal is for patients to feel that they are not being processed through a dental office. They are being welcomed into Cusp Dental Boutique®.

WHAT YOU'LL OWN

The Arrival

You set the tone the moment a patient walks through the door.

• Be the warm, welcoming face of Cusp Dental Boutique®.
• Greet every patient promptly and genuinely.
• Create an accommodating, elevated experience from the moment they arrive.
• Ensure every patient is offered our Cusp Comforts and that their individual needs are anticipated.
• Ensure all necessary forms are completed and signed before the patient heads back.
• Keep the front area immaculate, organized, and beautiful throughout the day.
• Notice the details. If something looks out of place, take care of it.

The Client Experience

Patients should feel remembered.

• Build genuine, long-term relationships with patients.
• Remember details about patients and use that knowledge to personalize their experience.
• Notify the staff of any upcoming birthdays, weddings, births, and any other major life events.
• Anticipate needs rather than waiting to be asked.
• Make patients feel comfortable, valued, and cared for.
• Create a consistent experience across every form of communication.
• Represent Cusp Dental Boutique® with warmth, confidence, and professionalism in every interaction.
• Turn ordinary interactions into opportunities to make someone feel special.
• Feel empowered to bring fresh ideas to enhance a patient's time at our practice.

Communication

We believe responsiveness is part of excellent service.

• Be the first to answer incoming calls whenever possible.
• Lead every phone interaction with empathy.
• Monitor emails frequently and respond promptly.
• Monitor texts frequently and respond promptly.
• Exhibit Cusp accountability with all tasks.
• Make sure patients always know what happens next.
• When you tell a patient you'll follow up, follow up.
• When a patient needs help, take ownership of getting them to the right person or solution.

New Patient Experience

The relationship starts before the first appointment.

• Guide new patients through the onboarding process.
• Make new patients feel comfortable and informed before they arrive.
• Ensure all necessary information and forms are complete.
• Set appropriate expectations for their visit.
• Look for opportunities to personalize the experience.
• Make their first interaction with Cusp Dental Boutique® feel intentional and memorable.

Patient Relationships & Recall

Like keeping indoor plants healthy, it is important to nourish the patient-practice relationship through consistent, yet not overwhelming, communication.

• Work with patients who have missed appointments to help them get back on the schedule.
• Follow up with patients who said they would call back.
• Maintain consistent patient recall and reactivation follow-up.
• Identify patients who may need additional communication or support.
• Build relationships that encourage patients to continue their care at Cusp Dental Boutique® .
• Understand that retention involves making it easier for patients to stay connected to their care.

Brand Ambassador

You are an ambassador for Cusp Dental Boutique® every time you interact with a patient.

• Understand and represent the Cusp Dental Boutique® brand.
• Protect the elevated feel of the practice.
• Maintain a polished, welcoming environment.
• Request and facilitate patient feedback and online reviews when appropriate.
• Look for opportunities to improve the patient experience.
• Bring ideas to leadership rather than simply pointing out problems.
• Help create the kind of experience patients want to tell their friends about.

WHAT SUCCESS LOOKS LIKE

You are successful in this role when:

• Patients feel known, not processed.
• Patients feel welcomed before they even sit in the chair.
• Messages don't get missed.
• Follow-up doesn't get forgotten.
• The front area always looks and feels like Cusp Dental Boutique® .
• Patients know what to expect and what comes next.
• Patients who have fallen out of care are thoughtfully reconnected.
• New patients feel taken care of before they ever arrive.
• The clinical team can rely on you.
• Your teammates trust you to follow through.
• Patients remember how Cusp Dental Boutique® made them feel.

Pay: $17.00 - $21.00 per hour

Expected hours: 32.0 – 36.0 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Paid time off

Work Location: In person