Manager of Patient Experience

Position Summary:             

Yeshiva University announces its new College of Dental Medicine and is hiring a new faculty and staff to support the school. The curriculum integrates Digital Dentistry techniques taught by today’s dental thought leaders and master clinicians.  The school provides a unique 36-month dental education program through an innovative “Block” style curriculum which ensures in-depth learning and understanding.  Please join this new and innovative proposed DDS program. 

The Manager of Patient Experience reports to the Director of Clinic and is responsible for leading the non-clinical patient experience and front-end revenue cycle operations for the Yeshiva University College of Dental Medicine clinics. This position oversees patient access, scheduling, treatment coordination, patient registration, insurance verification, financial counseling, treatment acceptance, patient flow, and administrative operations to ensure exceptional service and efficient clinic operations.

Working collaboratively with clinical faculty, specialty directors, the Dental Billing Manager, and operational leadership, the Manager of Patient Experience supervises patient-facing staff, coordinates patient care delivery, monitors operational performance, and implements continuous process improvements that support the educational mission of the College of Dental Medicine while ensuring high-quality, patient-centered care.  The Manager of Patient Experience works in close partnership with the Dental Billing Manager to ensure patients receive coordinated financial guidance, insurance support, treatment estimates, and payment options that promote treatment acceptance, timely access to care, and an exceptional patient experience. Together, these roles ensure a seamless transition from patient intake through treatment completion and revenue cycle management.

 

Position Responsibilities:

• Oversee patient access, scheduling, registration, referrals, and recall management.
• Optimize provider schedules, chair utilization, and patient flow.
• Coordinate daily patient assignments and clinic scheduling priorities.
• Monitor scheduling metrics, including access, no-shows, cancellations, and referral completion.
• Direct front-end revenue cycle operations, including registration, insurance verification, authorizations, financial counseling, and treatment acceptance.
• Ensure accurate patient demographics, insurance eligibility, and financial documentation.
• Partner with the Dental Billing Manager to coordinate front-end and back-end revenue cycle activities.
• Monitor treatment acceptance, financial clearance, and point-of-service collections to improve patient access and revenue performance.
• Lead patient experience initiatives that promote exceptional service and patient satisfaction.
• Develop and maintain patient service standards and service recovery processes.
• Resolve escalated patient concerns related to scheduling, treatment coordination, and financial matters.
• Monitor patient feedback and implement continuous service improvements.
• Oversee patient flow, chair utilization, treatment progression, and operational efficiency.
• Coordinate treatment sequencing, referrals, and continuity of patient care.
• Lead daily operational huddles with faculty, students, and staff.
• Collaborate with clinical leadership to resolve operational issues and improve workflows.
• Supervise, mentor, and evaluate patient-facing administrative staff.
• Coordinate staff training on EHR systems, scheduling, customer service, and standard operating procedures.
• Foster a culture of accountability, teamwork, and continuous improvement.
• Ensure compliance with university policies, HIPAA, OSHA, CODA standards, and regulatory requirements.
• Conduct audits of patient records, scheduling accuracy, and administrative workflows.
• Monitor adherence to clinic policies and standard operating procedures.
• Participate in quality improvement initiatives that enhance patient safety and operational excellence.
• Monitor operational and front-end revenue cycle performance using key performance indicators.
• Prepare reports and dashboards for the Director of Clinic to support operational decision-making.
• Identify workflow improvements that enhance patient access, operational efficiency, and financial performance.
• Support implementation of new technologies and operational initiatives.
• Work closely with the Dental Billing Manager to support coordinated revenue cycle operations across clinical and administrative teams.
• Perform additional responsibilities as assigned.

Experience & Educational Background:

• Bachelor’s degree in healthcare administration, Business Administration, Public Health, Health Services Administration, or a related field required.
• Master's degree preferred.
• Minimum of five (5) years of progressively responsible experience in healthcare or dental practice operations.
• Minimum of three (3) years of supervisory or management experience leading patient-facing teams.
• Experience in an academic dental institution, multi-specialty dental practice, hospital outpatient clinic, or large healthcare organization preferred.
• Demonstrated experience managing front-end revenue cycle operations, patient access, scheduling, insurance verification, treatment coordination, and customer service.
• Experience using electronic health record systems, dental practice management software, scheduling platforms, and operational reporting tools.
• Knowledge of dental terminology, treatment planning, insurance processes, and patient financial services.

Skills & Competencies:

• Strong leadership and supervisory skills with the ability to mentor, coach, and develop high-performing teams.
• Comprehensive knowledge of patient experience principles, customer service excellence, and front-end revenue cycle management.
• Knowledge of healthcare operations, patient access, scheduling workflows, insurance verification, and treatment coordination.
• Excellent interpersonal, verbal, and written communication skills.
• Strong organizational, analytical, critical thinking, and problem-solving abilities.
• Ability to manage multiple priorities within a fast-paced academic clinical environment.
• Proficiency with electronic health record systems, dental practice management software, Microsoft Office Suite, and operational reporting tools.
• Ability to analyze operational data and implement continuous process improvements.
• Knowledge of HIPAA, OSHA, CODA accreditation standards, and healthcare regulatory requirements.
• Demonstrated ability to build collaborative relationships across clinical, academic, and administrative departments.
• Commitment to professionalism, integrity, patient-centered care, operational excellence, and continuous quality improvement.

Salary Range:

$75,000 - $85,000

About Us:           

Yeshiva University is dedicated to academic excellence, intellectual exploration, and the advancement of timeless values that shape and impact lives. With a rich tradition rooted in Jewish thought and heritage, YU fosters a dynamic learning environment across its undergraduate, graduate, and professional schools. Our mission is to cultivate the next generation of leaders who will contribute meaningfully to society, guided by a commitment to ethics, innovation, and service. Our community extends far beyond the classroom, encompassing thousands of students, faculty, staff, and more than 70,000 alumni and supporters worldwide, all working together to build a brighter future.

As a Yeshiva University employee, you will be part of a welcoming, diverse, and intellectually engaging community that values collaboration, excellence, and professional growth. We offer a supportive and stimulating workplace with tangible employee benefits, opportunities for advancement, and a strong sense of purpose. Beyond professional development, YU is committed to ensuring a high quality of life for its employees, offering a work environment that prioritizes well-being, work-life balance, and a culture of mutual respect. Every role at YU contributes to our broader mission of education, research, and societal impact, ensuring that all members of our community—students, faculty, staff, alumni, and friends—are inspired to make a difference. We invite you to bring your talent and passion to YU and join us in shaping the future.

Equal Employment Opportunity:     

Yeshiva University is an equal opportunity employer committed to providing employment opportunities to all employees and candidates without regard to race, color, age, sex, national origin, disability status, or any other characteristic protected by federal, state or local laws.