Senior Director of Doctor and Patient Experience

Job ID:

583

Location:

10300 Linn Station Rd, Louisville, KY 40223

Job Type:

Full-time What You'll Love About Us:

A Positive, Team-Oriented Culture:

We believe in supporting one another and celebrating successes, big or small. Opportunities for

Growth:

We're committed to helping you advance your skills and reach your career goals.

Work-Life Balance:

Flexible scheduling and an environment that respects your personal time.

Your voice matters:

We encourage feedback and innovation at every level. Benefits of being part of the Mortenson Dental Partners Team Benefits are available after 60 days of employment Medical, dental, and vision insurance with company contribution Life Insurance Flexible spending (health and dependent care) account Paid Time Off & 6 paid holidays off Employee Stock Ownership Plan 401K Daily Pay Professional development assistance FREE continuing education opportunities Employee assistance program

Essential Functions:

Patient Experience & Practice Operations Practice Excellence:

Define, implement, and monitor patient experience benchmarks and operational KPIs across all supported practices.

Operational Efficiency:

Standardize practice workflows (scheduling, patient flow, billing communication) to minimize friction and maximize patient satisfaction.

Continuous Improvement:

Oversee patient satisfaction surveys (NPS), reviews, and grievance processes, using data to drive continuous improvement in service delivery.

Clinical Operations & Compliance Workflow Optimization:

Partner with clinical leaders to optimize workflows, ensuring teams can work efficiently and focus on patient care.

Regulatory Oversight:

Partner with the Chief Compliance Officer to provide subject matter expertise on clinical compliance topics and ensure adherence to the company's compliance program is maintained in the regions.

Doctor Relationship Management Provider Onboarding & Retention:

Ensure doctors are properly onboarded via a smooth experience. Track doctor relationship management checkins (Hire to Retire) to verify doctors receive coaching, counseling, and regular feedback.

Collaborative Governance:

Work closely with doctors to understand their clinical needs, balancing clinical autonomy with organizational operational goals.

Conflict Resolution:

Serve as the main point of contact for resolving operational bottlenecks or frustrations experienced by the clinical team. Advocate with practice operations and regional leadership to promote doctor and patient needs as a priority.

Procurement Vendor Management:

Oversee relationships with dental supply vendors, labs, and equipment manufacturers to secure competitive pricing and high-quality materials.

Inventory Systems:

Standardize inventory management systems across all locations to reduce waste and optimize spend.

Basic Education, Training and Experience Required:

Experience and Education Bachelor's Degree in Healthcare Administration, Business Administration, or a related field (Master's degree or MHA/MBA preferred). 5+ years of leadership experience within a Dental Support Organization (DSO) or a large, multi-site medical group. Deep understanding of dental practice

Core Competencies Clinical Literacy:

While a clinical background (RDH, DDS, or DDS/DMD) is not strictly required, you must possess a strong understanding of dental terminology, procedures, and clinical compliance requirements.

Relationship Builder:

Exceptional emotional intelligence with a proven track record of building trust and managing relationships with autonomous healthcare providers.

Data-Driven Leadership:

Ability to translate operational metrics and patient feedback data into actionable improvement strategies.

Supply Chain Acumen:

Experience in healthcare procurement, contract negotiation, and inventory management. Any offer of employment is contingent upon the Company's determination that the candidate has successfully passed a background check, including a drug screen. We are an equal-opportunity employer and consider all qualified candidates equally.