Hospitality-Driven Patient Experience Lead

Tono Health; New York (NY); On-site; USD 28,000 - 39,000; Full time

Benefits offered by this job

Medical benefits

Paid time off

Job summary

Tono Health is seeking a high-energy, empathetic Patient Experience Concierge for our DUMBO, Brooklyn flagship clinic. You will be the face and heart of our practice, greeting patients, guiding them through check-in, coordinating scheduling, and supporting telehealth visits.

We value hospitality, attention to detail, and the ability to manage a busy environment with grace. This is an in-person role serving patients across our physical and virtual clinics.

Qualifications

• 1+ years of experience in a medical office, clinical setting, hospitality, or other customer-facing environment preferred.
• Excellent communication, organization, and problem-solving skills.
• Comfortable learning and navigating technology, including EMRs and telehealth platforms.
• Professional and comfortable interacting with a wide range of patients.
• Basic understanding of HIPAA and patient confidentiality.

Responsibilities

• Warmly welcome patients and own the experience from arrival through departure.
• Manage check-in, check-out, scheduling, rescheduling, and confirmations.
• Monitor virtual waiting room and help telehealth patients troubleshoot issues.
• Answer inquiries and coordinate with the clinical team.
• Support patient registration, insurance verification, and onboarding.
• Keep lobby and front-office polished and ready for patients.
• Identify scheduling bottlenecks and help keep the clinic running smoothly.
• Communicate services, procedures, timing, and next steps clearly.

Skills

Medical office

Customer service

Communication

HIPAA familiarity

Technology savvy

EMR systems

Telehealth platforms

Tools

EMR systems

Telehealth platforms

Job description

Tono Health is seeking a high-energy, empathetic Patient Experience Concierge for our DUMBO, Brooklyn flagship clinic. You will be the face and heart of our practice, greeting patients, guiding them through check-in, coordinating scheduling, and supporting telehealth visits.

We value hospitality, attention to detail, and the ability to manage a busy environment with grace. This is an in-person role serving patients across our physical and virtual clinics.