Practice Experience Manager

About beBright

beBright is a doctor-founded, doctor-led organization dedicated to creating bright smiles and lifelong impact for children and families. Through exceptional providers, integrated pediatric dentistry and orthodontic care, and strong support systems, beBright delivers superior patient experiences and clinical outcomes. Focused exclusively on pediatric dentistry and orthodontics, beBright empowers local practices with clinical autonomy while providing comprehensive administrative and operational support. Since its founding, beBright has been a trusted partner to providers and practices and continues to grow with purpose. At beBright, every patient, provider, and team member’s smile is a priority.

Position Summary

The Practice Experience Manager leads platform implementations and go-lives across the organization, guiding practice teams through adoption, stabilization, and long-term proficiency. This role combines hands-on facilitation during deployment with structured coaching and performance support following implementation. Through observation, auditing, and ongoing field engagement, the Practice Experience Manager identifies workflow gaps, training opportunities, and best practices, transforming successful behaviors into scalable standards that support operational consistency across all locations.

Aligned to the objectives of the Director of Patient Experience, the Practice Experience Manager serves as a key source of insight into what practice teams are unable to do within existing workflows, systems, and processes. Concurrently, the Patient Engagement Team (PET) identifies what practices repeatedly seek assistance with through support requests, questions, and issue trends. Together, these complementary perspectives provide the Director of Patient Experience with a complete view of organizational capability gaps and support needs.

By combining field-based observations with patient engagement and practice support data, the Director of Patient Experience can deploy training, knowledge resources, workflow improvements, and operational support based on objective evidence rather than anecdotal feedback. This integrated approach strengthens platform adoption, improves practice performance, reduces operational friction, and protects a consistent, high-quality patient experience across the organization.

Key Responsibilities

Go-Live Implementation and Facilitation

• Serve as the onsite lead for platform go-lives, present with the team from the first patient of the day.
• Partner with vendor training teams so the practice receives one coordinated experience rather than competing instructions.
• Facilitate the transition off legacy tools at go-live, including the retirement of ancillary systems replaced by the new platform.
• Troubleshoot in real time, triage what must be solved immediately versus what becomes a ticket, and keep the schedule moving.
• Hand the baton to the practice team so competence transfers rather than dependency.

Post Go-Live Coaching and Support

• Deliver the structured post-go-live coaching program on the published cadence, including the sequential curriculum and its checkpoints.
• Return to locations for targeted onsite coaching when adoption data or ticket trends indicate the need.
• Coach practice leadership on the reasoning behind workflow changes, not only the mechanics, so the change survives the trainer leaving the building.
• Reinforce documentation, scheduling, and financial workflows that protect timely filing, clean claim submission, and a smooth patient experience.

Adoption Auditing and Issue Resolution

• Audit how teams are using the platform against how they were trained to use it.
• Monitor adoption indicators by location and by role, and flag drift before it becomes a patient-experience or revenue problem.
• Review ticket trends with the Director of Patient Experience and translate recurring categories into specific training interventions that eliminate repeat issues.
• Report location-level readiness and risk ahead of each conversion in the calendar.

Building the Model of Excellence

• Convert what works at one location into a standard that every location can follow.
• Document best-practice workflows and feed them into the master configuration and training materials.
• Certify and coach the Patient Engagement Team so first-line reinforcement is accurate and consistent.
• Partner with Learning & Development to close identified training gaps and improve adoption and effectiveness across the network.
• Hold the standard when a location requests an exception, and escalate genuine exceptions rather than granting them in the field.

Knowledge Management and Data Stewardship

• Own the training resource library, including guides, quick references, and platform-specific materials for both platform tracks.
• Maintain the master question and answer library alongside the Patient Engagement Team so answers are reused rather than rediscovered.
• Keep implementation trackers, readiness checklists, and configuration workbooks current and accurate.
• Ensure escalations to vendors carry full documentation and reproduction steps.

Qualifications

Required

• Deep working knowledge of dental practice management software and the clinical and business workflows it supports.
• Demonstrated training and facilitation skill with adult learners in a live operational environment.
• Ability to teach the reasoning alongside the click path, so teams adopt rather than comply.
• A builder’s instinct for turning lessons into repeatable standards and clear documentation.
• Excellent communication skills and the credibility to influence practice teams and leadership alike.
• Willingness and ability to travel frequently, with cadence set by the conversion calendar.

Preferred

• Experience across more than one practice management platform, ideally including a pediatric or general platform and an orthodontic platform.
• Prior conversion or migration experience at multi-location scale.
• Experience building training curricula or learning management content.
• Experience in pediatric dental or orthodontic operations.

Performance Expectations

Performance is reviewed against the following measures, which ladder up to the Director of Patient Experience’s objectives for adoption, knowledge management, and issue resolution.

• Go-live coverage: Onsite for every scheduled conversion
• Post go-live coaching completion by location: Full program completed within the published window
• Adoption audit cadence: Monthly review by location, with intervention assigned
• Team certification: 100% of assigned team members certified before their first go-live
• Resource library currency: Materials updated within 10 business days of a platform or workflow change
• Training gap closure: Gaps identified with L&D and addressed within the agreed window
• Recurring ticket reduction: Downward trend in repeat issue categories by location
• Escalation quality: Vendor escalations carry full documentation and reproduction steps
• Trend to intervention cycle time: Training deployed within 10 business days of trend identification

Work Environment & Physical Requirements

• Field-based role with frequent national travel to support go-lives and onsite coaching.
• Extended periods standing and moving within practice environments during go-live weeks, and extended computer use when remote.
• Must maintain a private, quiet, HIPAA-compliant workspace when working remotely.
• Must adhere to beBright’s remote work and travel policies. Travel reimbursed as a business expense.
• Access to sandbox environments, implementation data, ticket reporting, and training resources across both platform tracks.

Equal Opportunity

beBright Pediatric Dentistry & Orthodontics is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

This job description describes the general nature and level of work performed by team members in this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. beBright reserves the right to modify this description at any time based on business needs.