Director of Patient Experience & Office Operations
Office Manager | Medford’s Natural Dentist & Airway Orthodontics · The Airway Center
Medford, Oregon | Full-Time, In-Person
This is not a typical dental job. Specific application steps described at bottom of listing!
This is a chance to step into a practice that is doing something genuinely different, and help it grow.
We are not a production-focused, insurance-driven dental office. We are an airway-centered, whole-health practice dedicated to supporting the root causes of why patients can't breathe, sleep, or develop properly. Our work changes lives, and the way we run our office should reflect that.
We are looking for a Director of Patient Experience & Office Operations, someone who takes ownership, builds systems, leads a team, and creates the kind of experience that makes patients say, "I've never been to a dental office like this."
If you're energized by growth, take pride in the details, and want to be part of a mission-driven practice where your work genuinely matters, then read on.
A Note from Dr. Tanner
We are at an exciting point. The practice is growing, our approach is gaining momentum, and patients are coming to us from across the region because what we do works.
What I need is someone who can run the front of this office the way I run the clinical side, with intention, care, and a commitment to doing things right.
I am looking for someone who is:
- Highly accountable — you own your outcomes and follow through
- Proactive — you see what needs to happen before being asked
- Calm under pressure — our patients are often dealing with real health challenges, and they need to feel safe the moment they walk in
- Detail-oriented — the small things build trust
- A natural communicator — with patients, with the team, and with me
You will have real ownership here. I don't micromanage. But I do expect excellence, follow-through, and clear communication.
We will connect weekly to stay aligned. Beyond that, I trust the right person to lead.
If that sounds like you, I'd love to meet you.
— Dr. Nathan Tanner, DMD | Natural Dentist & Airway Orthodontics
What This Role Really Is
This is not just scheduling appointments.
This is not just answering phones.
This is experience ownership.
You are responsible for ensuring that every patient and family member who interacts with our practice feels:
- Welcomed and genuinely cared for from the very first contact
- Informed and confident, never confused about what's happening with their care
- Supported throughout a treatment journey that can span months or years
- Part of something different, a practice that actually listens
You are the operational backbone of this office. The doctor focuses on clinical excellence. You make sure everything around that runs seamlessly.
What Success Looks Like (First 90 Days)
- The schedule is full, efficient, and running smoothly, patients are not waiting, gaps are minimized
- New patient inquiries are being followed up promptly and warmly, with a high conversion to appointments
- The team knows who is in charge, feels supported, and is operating consistently
- Treatment plans are being presented clearly and accepted at a high rate
- Billing, insurance, and collections are organized and current
- Dr. Tanner spends his time doing dentistry, not putting out administrative fires
- Patients are commenting on how different and welcoming our front office feels
- You have identified 2–3 systems that need improvement and have started building them
Core Responsibilities
Patient Experience & Front Office
- Serve as the face and voice of the practice, in person, by phone, and in writing
- Manage patient scheduling with an eye toward clinical efficiency and patient flow
- Guide patients through treatment plans with clarity, compassion, and confidence
- Oversee all new patient intake, onboarding, and follow-up communication
- Ensure the front office environment feels warm, organized, and professional
Team Leadership & Culture
- Lead, train, and hold accountable all front office staff
- Set the tone for patient interaction across the entire team
- Support hiring and onboarding of new front office team members
- Foster a culture of accountability, care, and pride in the work
Financial & Administrative Operations
- Manage and track daily production, collections, and key performance metrics
- Oversee billing, insurance verification, claims submission, and follow-up
- Present and follow up on financial arrangements with patients
- Monitor accounts receivable and ensure collections remain current
- Maintain accurate records, reports, and administrative documentation
Systems & Growth
- Build and improve front office systems and workflows to support practice growth
- Track and report on key metrics: new patients, conversion rates, cancellations, recall
- Support marketing follow-through, responding to leads, referrals, and online inquiries
- Identify bottlenecks and proactively bring solutions to Dr. Tanner
Communication & Reporting
- Maintain weekly reporting rhythm with Dr. Tanner, priorities, performance, issues, next steps
- Ensure all patient-facing communication is warm, professional, and on-brand
- Manage internal team communication for coordination and accountability
How You Will Operate
Ownership
You run the front of the house. You don't wait to be told, you see what needs to happen and you handle it. If something breaks, you fix it. If a patient is frustrated, you resolve it. If the schedule is falling apart, you rebuild it.
Communication & Accountability
- Weekly check-in with Dr. Tanner
- Clear, timely communication on priorities, metrics, and challenges
- No surprises, issues surface early, not after they become crises
Hours & Flexibility
This is a full-time, in-person role. Typical hours are 7:30am to 5pm Monday through Friday. Occasional flexibility required for special events, patient needs, or team situations.
Who Thrives in This Role
You might be a great fit if you:
- Have led a dental front office before and genuinely loved it
- Take pride in a schedule that runs like clockwork
- Know how to present a treatment plan so the patient says yes
- Handle a frustrated patient with calm and grace, and actually enjoy turning it around
- Think in systems and checklists, and leave things more organized than you found them
- Get energized by a practice that is growing and wants your input
- Are curious about whole-health, airway-focused dentistry and want to understand what we do
- Like autonomy, but also thrive when held to a high standard
Ideal Background
(Not required — but helpful)
- 3–7+ years in dental front office management or lead front desk coordinator roles
- Experience with treatment planning conversations and case acceptance
- Proficiency with dental practice management software (Dentrix, Eaglesoft, or similar)
- Strong knowledge of dental insurance
- Experience leading or supervising a front office and back office team
- Comfort working in a specialty or growth-stage practice
- Excellent written and verbal communication skills
- Familiarity with airway, orthodontics, or holistic/integrative dentistry is a plus — but we will teach the right person
Compensation & Benefits
Wage: $20– $60 an hour, depending on experience (W-2, Full-Time)
- Competitive salary based on experience and track record
- Potential for performance-based bonuses tied to practice growth
- Paid time off
- Professional development support
- CE and training opportunities, including exposure to airway-focused continuing education
- A team and mission you can be proud of
Target start date: As soon as the right person is identified.
How to Apply
Please send the following to [email protected] with the subject line "Airway Dental Office Manager – [Your Name]":
- A brief video on why this role interests you and what makes you the right fit
- Your resume
- One example of a system, process, or initiative you built or improved at a previous practice, and what the result was
Include the phrase "Airway Dental Office Manager" in your subject line so we know you read this fully.
We are not looking for the most experienced applicant. We are looking for the right person. If this role speaks to you, we want to hear from you.
Natural Dentist & Airway Orthodontics · The Airway Center · Medford, Oregon · airwaycenter.com
Pay: $20.00 - $60.00 per hour
Benefits:
- 401(k)
- Paid time off
- Professional development assistance
Education:
- High school or equivalent (Preferred)
Work Location: In person
