Patient Experience Coordinator

Nuvia Dental Implant Center; Salt Lake City (UT); On-site; USD 30,000 - 34,000; Full time

Job summary

The Patient Experience Coordinator at Nuvia Dental Implant Center will drive patient satisfaction, manage online reputation, and strengthen the Care Coordinator function across the organization. This on-site role blends patient outreach, data tracking, training, and center support—stepping in as a Care Coordinator when needed to ensure smooth operations.

You will report regularly to Megan on team performance, trends, and needs, and collaborate with center teams to improve patient reviews while

Qualifications

• Must demonstrate exceptional customer service skills.
• Show high social intelligence to navigate sensitive situations.
• Proactive approach to solving problems involving patients and staff.
• Understand and embody Nuvia's company values.
• On-site availability at centers as required.

Responsibilities

• Run weekly meetings with assigned centers to review performance and discuss reviews.
• Encourage collaboration with center teams to improve patient reviews.
• Contact patients after appointments to gather feedback and track NPS.
• Maintain NOS proficiency and keep NPS data current.
• Monitor center reviews and update tracking sheets accurately.
• Report weekly on center performance and Care Coordinator needs.
• Train new Care Coordinators and General Managers on best review practices.
• Create training videos and coach teams on handling objections and hesitations.
• Lead Smile Design pass-offs and track progress for Care Coordinators.
• Travel to centers needing coverage and support temporary Care Coordinators.
• Assist with training during new center launches.
• Perform other duties as assigned by Megan.

Skills

Customer service

Communication skills

Social intelligence

Problem solving

Job description

Position Summary

The Patient Experience Coordinator plays a critical role in supporting Nuvia's centers by driving patient satisfaction, managing online reputation, and strengthening the Care Coordinator function across the organization. This role blends patient outreach, data tracking, training, and hands-on center support — stepping in as a Care Coordinator when centers need coverage. The Patient Experience Coordinator will report regularly to Megan on team performance, needs, and trends.

Position Summary

The Patient Experience Coordinator plays a critical role in supporting Nuvia's centers by driving patient satisfaction, managing online reputation, and strengthening the Care Coordinator function across the organization. This role blends patient outreach, data tracking, training, and hands-on center support — stepping in as a Care Coordinator when centers need coverage. The Patient Experience Coordinator will report regularly to Megan on team performance, needs, and trends.

Compensation

$22-$25/hr

Key Responsibilities

Center Meetings & Support

• Run weekly meetings with assigned centers to review performance, provide updates on reviews, and troubleshoot challenges.
• Encourage and collaborate with center teams on strategies to increase patient reviews.

Patient Outreach & Data Tracking

• Contact each patient following their N7 appointment to gather feedback and track Net Promoter Score (NPS) data.
• Maintain proficiency in NOS (Nuvia Operating System), keeping NPS scores and patient feedback current and accurate.
• Continuously monitor incoming reviews for assigned centers, update tracking sheets with precision, and motivate teams around review performance.

Reporting

• Report weekly to Megan following center meetings, providing updates on Care Coordinator needs and any trends in patient dissatisfaction.

Training & Development

• Train new Care Coordinators and General Managers on best practices for generating patient reviews.
• Create and maintain training videos, and coach teams on troubleshooting objections and overcoming patient hesitation.
• Lead Smile Design pass-offs for Care Coordinators and track their progress.

Travel & Center Coverage

• Travel to centers experiencing an absence, performance gap, or other need, stepping in as a temporary Care Coordinator.
• Follow Nuvia's Mini-Map N1 and support Mini-Map N2 as needed while covering a center.
• Assist with training Care Coordinators during new center launches as needed.

Additional Duties

• Perform other duties as assigned by Megan.

Requirements

• Ensure Nuvia's Mini-Maps are followed with exactness while working on-site at any center.
• Demonstrate exceptional customer service skills.
• Possess high social intelligence to navigate complex or sensitive situations with patients and team members.
• Take a proactive approach to problem-solving issues involving patients and Smile Makers (SML MKRs).
• Understand and consistently embody Nuvia's company values.

Success Measures

• Nuvia's policies and procedures are consistently upheld across centers.
• A strong, collaborative working relationship with Megan.
• A demonstrated, meaningful impact on each center's Care Coordinator team.