Marketing and CRM Support Specialist

Description

Southern Orthodontic Partners is a fast paced, entrepreneurial organization offering a premier network of orthodontic care. We provide business management expertise to our partner practices, enabling orthodontic professionals to focus on delivering the best possible care to their patients. Our partner practices benefit from our centralized support system, operational best practices, recruiting network, and marketing expertise. Our mission is to positively impact the orthodontic profession through a partnership of clinical and service excellence with the country’s leading doctors.

We are building a best-in-class, performance-driven organization and are looking for a Marketing & CRM Support Specialist to play a critical role across CRM execution, lifecycle marketing, and the launch and growth of our newest brand, Smile Refresh.

This role is split roughly 50/50 between Smile Refresh scheduling and patient intake and CRM and marketing support across our partner practices. It is hands-on, execution-focused, and ideal for someone who is comfortable working both behind the scenes in systems and directly with prospective patients via phone, email, and digital communication.

You will spend a significant portion of your time supporting Smile Refresh by engaging with prospective patients, answering questions, making outbound calls, booking appointments, and ensuring accurate CRM and scheduling workflows. The remaining portion of the role supports broader CRM operations and marketing execution, with a strong emphasis on email campaigns and patient communications in partnership with the Marketing team.

This is not a theoretical or strategy-only role. It is a do-the-work position with real ownership and real impact in a private equity–backed, growth-oriented organization.

Responsibilities: 

Smile Refresh Scheduling & Patient Engagement (Approximately 50%)

• Serve as a primary scheduling and intake resource for Smile Refresh patients

• Make outbound phone calls to prospective patients to answer questions and guide them through next steps

• Respond to inbound calls, emails, and digital inquiries related to Smile Refresh

• Educate patients on the Smile Refresh offering, process, and expectations

• Book appointments accurately into the scheduling and CRM systems

• Capture and maintain clean, complete patient information within the CRM

• Coordinate closely with internal teams to ensure a smooth handoff from scheduling to care delivery

• Identify common patient questions or friction points and share insights with Marketing and Operations 

CRM & Marketing Support (Approximately 50%)

• Provide day-to-day CRM support to partner practices, including answering questions and assisting with workflows

• Support CRM onboarding with a heavier focus on documentation, guides, and virtual support rather than in-person training

• Partner closely with the Marketing team to execute email campaigns, patient communication sends, and promotional pushes

• Assist with building, launching, and monitoring CRM-driven email and lifecycle campaigns

• Help maintain CRM data cleanliness, consistency, and accuracy across practices

• Act as a liaison between practices, Marketing, and the CRM team to surface issues and improvement opportunities

• Contribute to written documentation, how-to guides, and internal training resources

• Collaborate cross-functionally with Marketing, Operations, IT, and clinical leaders to support patient

Requirements

Keys to Success:

• Comfortable making outbound phone calls and engaging directly with patients

• Able to balance patient-facing work with system and campaign execution

• Takes initiative and doesn’t wait to be told what to do next

• Communicates clearly, professionally, and with empathy

• Strong attention to detail, especially in CRM and scheduling systems

• Able to manage competing priorities without losing momentum

Qualifications:

A qualified candidate should be an accomplished marketing and customer engagement professional with the 

following minimum competencies:

• 2 years of experience in marketing

• 1+ year minimum CRM experience is preferred

• 25% travel overnight

• Experience working inside an agency a plus

• Previous work with a centralized support model is preferred

• Multi-location experience a plus