Job Description

Job Title: Patient Experience Manager Location: Smile House – Tribeca, NYC Job Type: Full-Time ABOUT SMILE HOUSE Smile House is redefining the future of dentistry. Founded by world-renowned aesthetic and restorative dentist Dr. Jonathan B. Levine, we’re a next-generation, multi-specialty destination that blends cutting-edge diagnostics, advanced technology, and five-star hospitality. More than a dental practice, Smile House is an elevated wellness experience built around one goal: illuminating your path to lifelong health. ABOUT THE ROLE The Patient Experience Manager/Care Concierge is the first impression of Smile House—and the heartbeat of the patient experience. This front-of-house leadership role is responsible for welcoming every guest with warmth, managing the flow of the day, ensuring five-star hospitality at every touchpoint, and maintaining operational excellence throughout the space. From environmental setup to patient satisfaction to real-time scheduling coordination, you’re the human bridge between clinical care, front-office operations, and brand experience. If you have a “just-do-it” attitude, attention to detail, and a sparkling personality that loves helping others feel seen and cared for—you’ll thrive in this role. KEY RESPONSIBILITIES Patient Experience & Hospitality Leadership Serve as the first and last impression for every patient with warmth, clarity, and professionalism Conduct tailored tours of the space to introduce new patients to Smile House and our services Offer personalized hospitality touches from our amenities menu and anticipate guest needs Ensure five-star ambiance through lighting, music, scent, cleanliness, and environmental readiness Embody Smile Housepitality by creating moments of delight and personalized care Daily Operations & Team Flow Open and close the practice each day, ensuring the environment is perfectly staged Maintain deep knowledge of the daily schedule—who’s coming in, why they’re here, and what they’re receiving Keep clinical and care coordination teams on schedule, managing timing, room usage, and flow of care Adjust to real-time delays or patient needs and communicate proactively to maintain smooth operations Track same-day treatment conversions and rebooking rates Communication & Scheduling Answer incoming calls with professionalism and warmth; handle outbound calls for confirmations, follow-ups, and rebookings Schedule and reschedule appointments through Dentrix Ascend and Weave , ensuring accuracy and clarity Know our service offerings well enough to confidently answer questions about treatments and memberships Monitor appointment changes in real time and ensure relevant parties are informed and aligned Performance Metrics & Experience KPIs Own key KPIs such as google review generation, treatment plan acceptance, and daily production output Deep understanding of Smile House dashboard and KPI tracking for operational excellence Create a weekly log of “moments that mattered” to support internal culture and patient relationship-building Encourage and assist patients in leaving positive reviews post-visit Clinical Coordination & Chart Support Oversee incoming salivary diagnostics and microbiome test results Collaborate with clinicians and the care coordinator to ensure patient charts are up to date and next steps are aligned Ensure patients understand what happens after their appointment, and what’s next in their journey Environmental & Brand Oversight Keep reception, common areas, and front-of-house clinical spaces clean, stocked, and ready at all times Monitor and refill hospitality elements (aromatherapy, tea, sparkling water, flowers, music, scent diffusers) Report maintenance needs and vendor issues to operations leadership Internal Communication Hub Lead or contribute to daily morning huddles and team debriefs Maintain clear communication between front desk, clinicians, and operations through Slack and other tools Document learnings, feedback, and guest highlights in appropriate systems Culture & Brand Representation Support influencer visits, VIP appointments, and community marketing activations Act as an internal ambassador of Smile House culture—professional, warm, service-driven, and always evolving Contribute ideas for improving the space, flow, patient experience, or hospitality offering WHO YOU ARE A confident, engaging, and polished communicator—both in person and on the phone Exceptionally organized, with experience running point on a fast-moving daily schedule Fluent in Dentrix Ascend, Weave, Google Workspace, and other practice software (or quick to learn) Previous experience in luxury hospitality, boutique wellness, or high-touch patient environments. Dental experience is a plus! Proactive, adaptable, and solution-oriented—no job is too big or too small A lover of people, service, and helping others feel well taken care of BENEFITS Work at one of NYC’s most innovative wellness destinations Competitive pay and growth opportunities Training and mentorship with a world-class team Employee care plan and product perks A chance to help shape the future of integrative health care #J-18808-Ljbffr JBL New York City

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