Remote Patient Experience Leader | CX, AI Tools & Growth

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, 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