Patient Experience Concierge

Tono is pioneering the future of specialty medicine, starting with dermatology. Our AI-native platform connects a national network of medical and cosmetic dermatology specialists with the patients who need them. We partner with health systems, cancer centers, and physician networks to bring subspecialty dermatology to patients where they already seek care. Headquartered in Brooklyn, NY. Live in 33 states. At the center of that network is our flagship clinic in DUMBO, where our physicians deliver comprehensive medical and cosmetic dermatology alongside dedicated specialty programs. We hold a high bar. Our team comes from Apple, Twitter, and Amazon. Our physicians trained and practiced at Columbia, Einstein, Harvard, Mount Sinai, Memorial Sloan Kettering, and other leading medical institutions. Together, we're building a company at the intersection of world-class medicine, hospitality, and AI-native engineering. We're backed by leading investors including Village Global, HOF Capital, and Oncology Ventures. Role and Description We are looking for a high-energy, empathetic, and exceptionally organized Patient Experience Concierge to be the face and heart of our DUMBO practice. You will be the first person our patients meet, and often the most memorable. This isn't a traditional sit-behind-the-desk role. You'll own the patient experience across both our physical and virtual clinic, making sure every interaction feels seamless, thoughtful, and distinctly Tono. We believe specialty medicine deserves the same level of detail, environment, and connection that defines the world's great houses of hospitality. We're looking for someone who shares that standard. You'll welcome patients, manage clinic flow, coordinate scheduling and communications, support telehealth visits, and anticipate problems before they become problems. The right person has a hospitality-first mindset and can manage a busy physical lobby with grace while simultaneously navigating a digital one. What Success Looks Like You arrive before the first patient and walk the space even though you know it was reset the night before. Lighting. Music. Water station. Everything feels right before the doors open. You know who's coming in that day, the returning patient who was nervous at her last visit, the first-time consult traveling in, the longtime patient whose preferences you already remember. Patients are greeted warmly and, whenever possible, by name. Check-in feels effortless. If a physician is running behind, patients aren't left wondering what's happening. If someone is anxious, you notice. If a telehealth patient is struggling with technology, you're already there to help. When the lobby is quiet, you're following up with yesterday's patient, confirming next week's procedure, or finding a way to make tomorrow run more smoothly. A year from now, our patients should know you by name, and our physicians and clinical team should consider you an essential part of how the practice runs. Who Are You? We're looking for someone who genuinely loves taking care of people and takes pride in the details others might overlook. You warmly welcome patients and own the experience from arrival through departure You manage check-in, check-out, scheduling, rescheduling, and appointment confirmations You monitor our virtual waiting room and help telehealth patients troubleshoot issues or navigate delays You answer incoming calls, understand what patients need, and appropriately coordinate with the clinical team You support patient registration, insurance verification, and onboarding You keep the lobby and front-office environment polished, organized, and ready for patients You proactively identify scheduling issues and bottlenecks and help keep the clinic running smoothly You communicate clearly about services, procedures, timing, and next steps You look for small opportunities to make the patient experience exceptional rather than simply completing the task in front of you Personal Characteristics Hospitality First: You genuinely enjoy helping people and understand that small details can completely change someone's experience. Grace Under Pressure: You remain calm, warm, and solutions-oriented when the clinic gets busy or something doesn't go according to plan. Relentless Attention to Detail: You notice what others miss and take pride in getting the little things right. Bias to Action: You don't wait for someone else to solve a problem you can solve yourself. High Emotional Intelligence: You can read a room, adapt your communication style, and make patients feel comfortable and cared for. Reliability: You understand that the flow of the entire office starts with you. Team Mindset: You're willing to jump in wherever needed to support patients, providers, and the broader team. What We're Looking For Rather than a rigid checklist, here's what will help someone thrive in this role: 1+ years of experience in a medical office, clinical setting, hospitality, luxury retail, high-end food service, or another customer-facing environment preferred Excellent communication, organization, time-management, and problem-solving skills Comfortable learning and navigating technology, including EMRs, telehealth platforms, and messaging tools Professional, polished, and comfortable interacting with a wide range of patients Basic understanding of HIPAA and patient confidentiality, or willingness to learn quickly Experience in hospitality is highly valued. We believe service is service, and some of the best skills for this role are learned outside of healthcare. $20–$28 per hour, commensurate with experience Medical benefits Paid time off Priority access for your family to leading dermatologists and regular cosmetic nights at our flagship clinic Growth opportunities in a fast-scaling, mission-driven organization Location Our flagship clinic is located in DUMBO, Brooklyn. This is an in-person role. #J-18808-Ljbffr Tono Health