Director of Growth and Patient Experience

Job Description

Job DescriptionAbout the Role

We are a growing, high-performing orthodontic practice seeking a Director of Growth & Patient Experience to join our leadership team.

This is a senior leadership role responsible for driving practice growth, treatment starts, patient satisfaction, and team accountability. You will own the entire patient journey—from first phone call to treatment start—while leading our front desk, phones, and patient communication teams.

This role is ideal for someone who loves people, systems, growth, accountability, and creating exceptional experiences.

What You’ll Own

Growth & Production

• Drive new patient, pending, and observation-to-start conversions
  
  
• Own treatment acceptance and sales pipeline performance
  
  
• Increase starts through consistent follow-up and patient engagement
  
  
• Oversee upsells including retainers, whitening, and treatment packages
  
  

Patient Experience

• Ensure an exceptional, concierge-level patient experience
  
  
• Oversee front desk operations, phones, texting, and email communication
  
  
• Maintain high call-answer rates and fast response times
  
  
• Monitor patient satisfaction, reviews, and feedback
  
  

Leadership & HR

• Lead, coach, and hold front-facing team members accountable
  
  
• Participate in hiring, onboarding, performance management, and terminations
  
  
• Resolve team conflicts and maintain a positive, professional culture
  
  
• Oversee uniforms, celebrations, team events, and staff engagement initiatives
  
  

Systems & Accountability

• Track KPIs related to starts, conversions, responsiveness, and retention
  
  
• Implement and refine systems to improve efficiency and consistency
  
  
• Participate in weekly leadership meetings and quarterly planning (EOS)
  
  

What We’re Looking For

• Proven leadership experience in orthodontics, dentistry, or healthcare (required)
  
  
• Strong background in sales, patient conversion, or customer experience
  
  
• Excellent communication, organization, and follow-up skills
  
  
• Comfortable holding people accountable with empathy and clarity
  
  
• Data-driven mindset; able to manage KPIs and outcomes
  
  
• High emotional intelligence and professionalism
  
  
• Experience with practice management systems and patient communication tools
  
  

EOS experience or leadership training is a strong plus.

Why Join Us

• True leadership seat with ownership and authority
  
  
• Clear expectations, KPIs, and support
  
  
• Collaborative leadership team
  
  
• Opportunity to grow with an expanding practice
  
  
• Competitive compensation based on experience and performance
  
  
• Positive, professional, team-oriented culture
  
  

How to Apply

Please submit:

• Your resume
  
  
• A brief cover letter explaining why this leadership role excites you
  
  

We are looking for someone who wants to lead, grow, and make an impact—not just manage tasks.