Corporate Trainer - Dental

Corporate Trainer – Roles & Responsibilities

Casper Dental Corp

Schedule: Monday – Friday | 8:00 AM – 5:00 PM

Position Summary

The Corporate Trainer is responsible for designing, delivering, and reinforcing high-quality training across all Casper Dental Corp offices. This role ensures that every employee—front and back office—operates at a consistent 5-Star Clinic standard aligned with our company mission, values, and service expectations.

The Trainer’s goal is to improve patient experience, sales conversion, and operational consistency through structured onboarding, ongoing development, and accountability-driven follow-up.

Primary Objectives

• Increase phone conversion rates and treatment acceptance.
• Strengthen customer service and patient handoff excellence across departments.
• Improve Google Review collection and overall patient satisfaction.
• Enhance team competency through consistent, data-driven training and coaching.

Core Responsibilities

1. Training & Development

• Develop, coordinate, and facilitate corporate training sessions (held at the Corporate Office).
• Create and maintain training content in Trainual, including scripts, SOPs, videos, quizzes, and process updates.
• Conduct in-office coaching sessions to reinforce training in real-time environments.
• Implement and manage the two-week New Employee Training Schedule (100s & 200s week).
• Track individual and departmental progress, ensuring completion of assigned modules.

2. Coaching & Performance Support

• Observe employee performance in-office and identify areas for improvement.
• Conduct one-on-one or group coaching sessions to strengthen performance.
• Provide structured feedback to Leads, Managers, and HR/Recruiter regarding employee growth, attendance, and engagement.
• Create corrective coaching plans when performance standards are not met.

3. Communication & Reporting

• Provide weekly reports to the Customer Experience Manager summarizing:

o Training attendance and completion rates.

o Coaching observations and progress metrics.

o Recommendations for performance improvement and retention.

• Collaborate with HR/Recruiter to ensure new hires receive timely and effective onboarding.
• Support office Leads with materials and tools to conduct morning huddles and daily refreshers.

4. Quality & Customer Experience

• Reinforce “No Scan = No Exam” and other clinical expectations through staff education.
• Standardize patient handoff procedures between front and back staff.
• Conduct call listening reviews weekly to identify improvement opportunities in tone, verbiage, and conversion.
• Partner with the Call Center Lead to ensure scripts and phone etiquette align with company standards.

5. Culture & Accountability

• Champion Casper Dental Corp’s 5-Star Experience and service culture.
• Serve as an on-site motivator, leading by example and promoting professionalism.
• Hold team members accountable to customer service scripts, review collection, and patient-first standards.

Key Performance Indicators (KPIs)

• Increase in phone-to-appointment conversion rate.
• Increase in treatment acceptance and Invisalign/Ortho sales.
• Increase in Google reviews collected per office per week.
• Reduction in service-related patient complaints.
• Training completion and retention rates at 90%+ across departments.

Skills & Qualifications

• Proven experience in training, coaching, or operations leadership within dental or healthcare industries.
• Proficiency in Microsoft Teams, Trainual, Excel, and performance tracking tools.
• Strong presentation, communication, and interpersonal skills.
• Ability to travel between offices for training and audits.
• Organized, data-driven, and passionate about continuous improvement.

Job Type: Full-time

Pay: $22.00 - $28.00 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Health insurance
• Paid time off

Experience:

• Dental office: 3 years (Preferred)

Language:

• Spanish (Preferred)

Work Location: In person