Patient Experience Coordinator

Job Description

Job Description

At Riviera Dental Care, Our Family Caring for Yours isn't just a saying; it’s the standard that guides every patient interaction, every clinical decision, and every team member selection, including this one.

As one of the Gulf Coast's premier destinations for minimally invasive dental implants, cosmetic dentistry, and comprehensive dental care, we're seeking an exceptional Patient Experience Coordinator to become one of the most important voices our patients hear.

This isn't a traditional front-desk position. You'll spend much of your day on the phone helping patients navigate everything from scheduling and treatment questions to financing concerns and pre-appointment nerves. Your job is to make every patient feel heard, cared for, and confident about what happens next while developing an encyclopedic knowledge of each provider’s schedule, available procedures, treatment costs, financing options, and payment plans.

$20 - $23 hourly

A Day in Your Life as a Patient Experience Coordinator at Riviera Dental Care:

• Answer and manage incoming calls to the doctor's patient line with confidence, professionalism, and patience

• Manage a large volume of patient conversations each day, helping patients understand proposed treatment, scheduling needs, financial options, and next steps in their care.

• Reschedule appointments and coordinate complex treatment schedules while balancing patient needs with doctors' and clinical team members' availability.

• Discuss treatment costs, financing options, and available payment plans with patients who may be worried about how they can afford the care they need.

• Follow up with patients who need additional information, time, or assistance before moving forward with treatment.

• Identify scheduling conflicts, communication gaps, and patient concerns before they become bigger problems.

• Document patient conversations accurately and ensure important information reaches the appropriate team members.

• Collaborate with doctors, clinical staff, and administrative teams to solve problems, streamline workflows, and remove barriers that impact patients or the team.

• Jump in wherever needed to support the team, troubleshoot unexpected challenges, and keep the practice operating at its highest level.

At the end of the day, your success isn't measured simply by how many calls you answer. It's reflected in patients who understand their options, appointments that stay on track, treatment that moves forward, and people who hang up the phone feeling better than they did when they called.

What You Offer

We're looking for someone with an unusual combination of warmth, emotional intelligence, organization, persistence, and confidence. You should genuinely enjoy talking to people and need to be comfortable discussing finances with strangers.

• 5+ years of client-facing experience, ideally in a dental practice

• Exceptional verbal communication skills and a warm, polished phone presence; able to build rapport quickly without relying on face-to-face interaction.

• Strong emotional intelligence and the ability to communicate effectively with anxious, frustrated, confused, or stressed patients.

• Confidence discussing treatment costs, financing, payment options, and other potentially uncomfortable financial topics.

• Excellent organization and attention to detail while managing multiple patient conversations and follow-up needs.

• Strong judgment and the ability to recognize when an issue can be solved independently and when a doctor or team member needs to become involved.

• Experience with dental scheduling, treatment coordination, healthcare, hospitality, customer service, sales, or another high-touch client-facing role is strongly preferred.

• Experience with Open Dental or comparable practice management software is a plus.

What We Offer

• Competitive compensation starting at $22 per hour, DOE

• Performance-based bonus opportunities tied to treatment completion, scheduling effectiveness, and patient experience

• Ongoing career development with significant upward mobility possible

• Health and dental insurance

• 10-15 days of Paid Time Off and 8 paid holidays with annual planned increase

• SIMPLE IRA - 3% match