Patient Experience Lead

Tono Health; New York (NY); Remote; USD 120,000 - 170,000; Full time

Job summary

Tono Health is seeking a seasoned Patient Experience Lead to elevate our remote Patient and Care operations team. This role sits at the intersection of technology, clinical empathy, and operational excellence, targeting high-performing, AI-enabled CX that drives loyalty and growth.

You will build scalable, remote-capable experiences across voice, chat, email, and other touchpoints, setting KPIs, dashboards, QA standards, and coaching culture while partnering with Product, Eng/FinOps/Marketing to

Qualifications

• 5+ years of support operations managing KPIs such as CSAT.
• Proven leadership with remote teams of 15+ across channels.
• Experience implementing AI/automation in a customer service context.
• Strong analytical skills and dashboard experience.
• Vendor management experience.
• Familiarity with Zendesk.
• Experience in multichannel support (chat, email, sms, phone).

Responsibilities

• Lead scalable semi-remote contact center across channels.
• Set KPIs and SLA standards; manage workforce planning.
• Build coaching-first culture.
• Develop service blueprints and experience standards.
• Partner with Product to implement AI tooling.
• Integrate CX tech with EHR and marketing tools.
• Create dashboards and real-time reporting.
• Synthesize insights for exec briefs.
• Align CX with revenue and retention goals.

Skills

Leadership

Analytical thinking

Data-driven

Multichannel support

Customer-centric

Tools

Zendesk

AI tooling

CRM systems

Job description

Tono Health is seeking a seasoned Patient Experience Lead to elevate our remote Patient and Care operations team. This role sits at the intersection of technology, clinical empathy, and operational excellence. We are looking for someone who has built and continuously evolved high-performing, technology-enabled CX organizations; deploying AI voice and chat tools, engineering data-driven performance cultures, and creating differentiated, concierge-level experiences that drive loyalty and growth.

You must thrive in operational reality, readily surface the voice of the patient, and requirements of the team, driving measurable performance, and partnering cross-functionally to embed insights into decisions across the organization. If you thrive in fast-moving customer care environments and believe exceptional patient experience facilitates great health care and is a commercial advantage, we want to hear from you.

Responsibilities

• Lead, scale, and continuously optimize a semi-remote contact center team across multiple channels (voice, chat, email, SMS).
• Setting KPIs, driving performance expectations, and driving continuous improvement.
• Set and enforce service level standards, workforce management practices, scheduling, capacity models, and escalation protocols
• Build a high-accountability, coaching-first culture

Customer Experience

• Develop and maintain service blueprints and experience standards across contact and service touchpoints that transform support from a transactional function into a driver of loyalty and advocacy
• Champion a culture of empathy, accountability, and patient-centricity across the entire organization
• Champion the team's integration with AI-powered support functions including AI voice (conversational IVR), chatbots, and agent-assist tools monitoring deflection rates, containment quality, sentiment signals, and escalation patterns.
• Partner with Product to evaluate, implement, and iterate on AI tooling that augments agent performance and improves resolution rates without sacrificing human connection
• Ensure deep integration between Patient Support (Cx) technology and broader patient-facing platforms including EHR, external, and marketing automation tools.
• Stay current on emerging customer support technologies and serve as the internal subject matter expert on responsible AI use within a healthcare context

Data-Driven Performance Management

• Define, track, and improve core CX metrics: first contact resolution, average handle time, CSAT, NPS, escalation rate, AI containment rate, retention, and reactivation
• Monitor NPS trends surfaced through the function and partner with management to close the loop on patient feedback and drive operational improvementsLi>
• Build and maintain dashboards and reporting cadences that provide real-time operational visibility to your team
• Conduct root cause analysis on performance gaps and translate findings into structured improvement plans
• Synthesize patient insights, VOP (Voice of Patient) data, and operational trends into clear, executive-ready briefings
• Align Patient operations with revenue and retention goals, connecting CSAT, NPS, and resolution metrics to commercial outcomes including retention, conversion, and return visits
• Identify patterns in patient friction and onboarding that represent risk to conversion, retention or payment, and advocate for fixes cross-functionally
• Support onboarding and activation workflows that reduce time-to-value; contribute to behavioral engagement and churn prediction strategies

Quality Assurance

• Design and maintain a rigorous QA framework covering interaction quality, compliance, empathy standards, and clinical accuracy
• Establish calibration processes across QA reviewers to ensure scoring consistency and fairness
• Use QA insights to inform targeted coaching, training curricula, and process improvement

Budget Management

• Manage the Patient Experience (Care Operations) department budget within parameters, including headcount planning, vendor contracts, and technology spend
• Identify cost optimization opportunities without compromising service quality or customer outcomes; present trade-off analyses and recommendations

Cross-Functional Partnership & Internal Alignment

• Support the business in executing the overall Px vision, roadmap, and resource planning
• Collaborate with Product/Eng, FinOps, Marketing, and adjacent functions to embed the patient perspective in upstream decisions
• 4+ years of progressive CX, contact center, or customer / patient operations / care leadership experience, with direct people management responsibility
• Demonstrated experience leading remote or distributed teams of 15 or more across multiple channels and functions
• Hands-on experience implementing or managing AI/automation in a customer service context (chatbots, conversational IVR, agent-assist tools)
• Strong analytical skills, comfortable building dashboards, interpreting performance data, and translating insights into operational action
• Proven track record connecting CX performance to commercial outcomes including retention, reactivation, and revenue
• Experience managing vendor relationships including BPO partners and technology providers
• Experience building or maturing QA programs in a regulated or compliance-sensitive environment
• Demonstrated ability to manage a department budget, including headcount, vendor, and technology spend

Requirements

You are a hungry individual looking to continue their career in a fast-paced, rapidly changing environment. Someone willing to take on any role or task, learn new skills, and be a part of building a great company. A customer service mentality with passion to reach the best possible outcome.

• You have 5+ years of support operations experience managing support KPIs such as CSAT.
• You are a leader with a strong desire and natural ability to motivate a team, set and achieve targets, and manage career growth and team performance
• You have driven operational excellence, quality improvements, and performance-managed multiple agents.
• You are analytical and data-driven, with experience distilling large data sets to actionable insights.
• You are an owner, always looking for opportunities to better your work, team, product or customer experience
• You are comfortable making tough decisions that balance the trade-off between quality and quantity
• You have knowledge of Zendesk
• You have worked within multichannel support operations (chat, email, sms, phone)
• You have familiarity with working with large, diverse customer support, and operations organizations (preferred)

Preferred

• Background in health tech, digital health, telehealth, or healthcare services
• Familiarity with HIPAA requirements as they apply to CX operations, technology platforms, and data handling
• Background in a direct-to-consumer or subscription-based business where CX plays a direct role in lifetime value