Patient Experience Lead

Monograph; New York (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

Monograph is opening a dermatology practice in the Financial District of New York. The Patience Experience Lead is the first and last person a patient sees, combining the warmth of a maître d’ with precise care coordination to welcome patients and manage the flow from arrival to departure.

This on-site role also leads treatment and retail consultations, developing personalized care plans with the doctor and scheduling appointments that align with patient goals and lifestyle.

Qualifications

• 3+ years in hospitality, events, clinical, or membership-based service; you’ve made demanding environments feel effortless.
• Warm and composed under pressure; attention to detail.
• Adaptable and comfortable multitasking and shifting priorities in a growing, fast-moving start up practice.
• Clear, professional communicator by phone and email.
• Discreet by nature; knowledge of HIPAA privacy standards preferred.
• Experience with scheduling systems and EMRs preferred.
• Experience with sales is preferred.
• Available for a flexible schedule.
• Bachelor’s degree preferred.

Responsibilities

• Welcome, check in, and attend to patients with genuine warmth: the calm, familiar presence from arrival to departure.
• Schedule appointments and drive service and product sales conversations with the client based on doctor’s tailored treatment program.
• Manage the guest facing daily flow of the practice, anticipating needs and coordinating handoffs with the clinical team.
• Maintain the presentation of all patient-facing spaces to our standard.
• Handle day-to-day operations: deliveries, supplies, vendors, and errands as needed.
• Schedule appointments, referrals, and follow-ups accurately and efficiently.
• Own patient communication by phone, email, and text: confirmations, reminders, and follow-up notes.
• Support the clinical team as needed on administrative tasks e.g. calendars, records requests, and closing every loop.

Skills

Hospitality

Customer service

Scheduling

Communication

Education

Bachelor's degree preferred

Tools

EMR software

Job description

We are opening a new state-of-the-art dermatology practice rooted in clinical rigor, Korean innovation, high-end hospitality, and a genuine devotion to the patient experience. We are a small, talented team excited to build something meaningful.

About Us

We are opening a new state-of-the-art dermatology practice rooted in clinical rigor, Korean innovation, high-end hospitality, and a genuine devotion to the patient experience. We are a small, talented team excited to build something meaningful.

The Role

The Patience Experience Lead is the first and last person a patient sees. The role carries the presence of a maître d’ and the precision of a care coordinator: welcoming each patient personally, managing the flow of the practice, and keeping every appointment, follow-up, and detail exactly on track.

This role will also lead treatment and retail consultations with patients, developing a deep understanding of each individualized care plan created by the doctor, and building those recommendations into a personalized schedule that aligns with the patient's goals, lifestyle, and long-term success.

In addition to high standards, we bring warmth rooted in Jeong, a Korean concept of a deep bond formed through time, care, and presence. The Patience Experience Lead is where patients feel it first.

We open this summer as a pop-up practice while our flagship location is completed at year-end. The right person is energized by that: comfortable pivoting between hosting and coordinating, calm when the day changes shape, and warm the entire way through.

What You'll Do

In the practice on site

• Welcome, check in, and attend to patients with genuine warmth: the calm, familiar presence from arrival to departure
• Schedule appointments and drive service and product sales conversations with the client based on doctor’s tailored treatment program
• Manage the guest facing daily flow of the practice, anticipating needs and coordinating handoffs with the clinical team
• Maintain the presentation of all patient-facing spaces to our standard
• Handle day-to-day operations: deliveries, supplies, vendors, and errands as needed

Care coordination

• Schedule appointments, referrals, and follow-ups accurately and efficiently
• Own patient communication by phone, email, and text: confirmations, reminders, and follow-up notes
• Support the clinical team as needed on administrative tasks e.g. calendars, records requests, and closing every loop

What We’re Looking For

• 3+ years in hospitality, events, clinical, or membership-based service; you’ve made demanding environments feel effortless
• Warm and composed under pressure; attention to detail
• Adaptable and comfortable multitasking and shifting priorities in a growing, fast-moving start up practice
• Clear, professional communicator by phone and email
• Discreet by nature; knowledge of HIPAA privacy standards preferred
• Experience with scheduling systems and EMRs preferred
• Experience with sales is preferred
• Available for a flexible schedule
• Bachelor’s degree preferred

Why Join Us

• Ground-floor opportunity: help build and define a flagship clinic from day one, not just fill a seat in an existing system
• Direct access to practice leadership and a board-certified dermatologist who values operational excellence
• A clear growth path as the practice expands
• Competitive salary and a professional environment that reflects the highest standards of medical care

Financial District, New York, NY· Full-Time, On-Site ·Start Date: Immediately.