Patient Experience and Operations Manager

Patient Experience & Operations Manager

Danville Pediatric Dentistry & Orthodontics | Danville, CA
Full-time, in person | $70,000–$95,000 annually, depending on experience

Schedule: Monday through Thursday, plus every other Friday

Help us make every family feel known, welcomed, and cared for.

At Danville Pediatric Dentistry & Orthodontics, we believe an exceptional dental visit starts before a child ever sits in the dental chair. It starts with a familiar greeting, a thoughtful handoff, and a team that notices the little things.

Our established pediatric dental practice has grown, and we’re looking for an outstanding leader to help us preserve the personal attention and warmth that families love while keeping our busy days running smoothly.

You might come from dentistry, hospitality, healthcare, or another service-focused business. What matters most is your ability to lead people, anticipate needs, and turn high standards into consistent daily habits.

The role: You will be an active, visible presence throughout the pediatric practice, supporting our front desk and clinical teams from arrival through checkout. Working alongside our office manager and doctors, you will oversee daily service, team coordination, and patient flow, while our office manager continues to oversee financial operations.

This is a hands-on leadership role. You’ll move throughout the office, observe the patient experience, and help the team make thoughtful adjustments throughout the day. You’ll notice when a family needs an update, when a teammate needs support, and when a process needs improvement. You’ll address concerns respectfully and follow through until they are resolved.

You’ll also help our practice grow by ensuring we consistently put our best foot forward, create experiences families want to share, and help new patients discover our care through online reviews and word of mouth.

What you’ll do

• Make every welcome personal. Help the team recognize returning families, greet children by name, and make new patients feel comfortable.
• Keep the day moving smoothly. Monitor patient flow, identify delays, coordinate handoffs, and ensure families receive timely updates.
• Coach in the moment. Offer clear, respectful guidance, recognize excellent work, and help team members understand how their actions shape the patient experience.
• Build trust and accountability. Listen to team members, clarify expectations, address recurring concerns privately, and follow up consistently.
• Support the entire visit. Observe how families are welcomed, brought into treatment, and guided through checkout so each step feels thoughtful and organized.
• Lead daily team coordination. Facilitate brief huddles, anticipate challenges, and help teams communicate across departments.
• Handle concerns with care. Listen to families, resolve service issues within your authority, and involve the appropriate doctor or manager when needed.
• Use technology to improve the day. Learn our dental practice software and use available tools to improve efficiency, track follow-through, identify gaps, and strengthen the patient experience.
• Help new families discover our practice. Support practice growth by ensuring we consistently put our best foot forward, from first impressions to follow-up. Coach the team to invite honest online reviews, make it easy for families to share their experiences, and encourage word-of-mouth referrals through thoughtful, memorable care.
• Create lasting improvements. Develop practical service standards, support onboarding, and track patient feedback, timeliness, and progress so improvements become consistent habits.

Who you are:

You are warm, observant, organized, and comfortable taking initiative. You can make a child feel at ease, help a parent feel heard, and have a direct conversation with a team member while preserving their dignity.

You know that kindness and accountability belong together. You earn trust by listening, showing up consistently, and following through. You give specific feedback, explain expectations clearly, and check back to make sure improvements last.

We’re looking for:

• Demonstrated experience leading and coaching a team in a busy, service-focused environment.
• A record of improving customer or patient experiences.
• Strong communication, judgment, organization, and follow-through.
• Confidence managing competing priorities and addressing problems calmly.
• Comfort using technology to improve efficiency, track progress, and support excellent service.
• The willingness and ability to learn our dental practice software and use it confidently in daily work after training.
• An appreciation for children and the families who care for them.
• Comfort working in person and moving throughout the practice for much of the day.

Dental experience is welcome but not required. We encourage applicants with leadership backgrounds in hospitality, guest services, healthcare, retail, and other businesses known for exceptional service. We will provide training in our dental software and office workflows.

Why join us?

You’ll work alongside an experienced team caring for children and families in the Danville community. This role offers the opportunity to shape the daily experience of our patients, support our team’s growth, and see the impact of your leadership every day.

Compensation, schedule & benefits

• Pay: $70,000–$95,000 annually, depending on experience.
• Schedule: Full-time, Monday through Thursday, plus every other Friday.
• Location: In person at our Danville, CA practice.
• Paid time off (PTO).
• Medical benefits.
• 401(k) opportunities.
• Dental benefits for employees’ children under age 18.

How to applyPlease submit your résumé and a brief introduction answering these two questions:

• Tell us about a specific time you helped your team improve the customer or patient experience. What did you do, and what changed?
• How do you handle a team member who is kind and well-liked but repeatedly falls short of an important expectation?

We’d love to hear how you help people feel supported while bringing out their best.

Pay: $70,000.00 - $95,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Retirement plan

Work Location: In person