About Tono Health
Tono Health is redefining specialty medicine, starting with Dermatology. From our flagship clinic in DUMBO, our physicians deliver comprehensive medical and cosmetic dermatology, with dedicated specialty programs that draw patients from around the world.
Beyond our DUMBO flagship, Tono extends across 33 states in partnership with leading health systems, physicians, and cancer centers. We are backed by Village Global, Oncology Ventures, HOF, and other leading investors in healthcare and technology.
We are modern, technology-forward, and growing quickly practice. We believe specialty medicine deserves the same level of detail, environment, and human grace that defines the world's great houses of hospitality. We are building that here, and we are looking for someone exceptional to help us do it.
About the Role
We are looking for a high-energy, empathetic, and organized Patient Experience Concierge to be the face and heart of our practice. You will be the first person our patients meet, and often the most memorable, so you play a key role in setting the tone for everything that follows. This isn't your typical "sit-behind-the-glass" receptionist job. You will be a vital bridge between our patients and providers, ensuring a seamless experience whether a patient walks through our front door or joins us via video call.
The ideal candidate has a "hospitality-first" mindset, someone who can manage a physical lobby with grace while simultaneously navigating a digital one.
Who You Are:
- Customer-First Attitude: You genuinely enjoy helping people and can remain calm and kind, even during busy periods.
- Communication: Excellent communication, time management, planning, organizational, and problem-solving skills.
- Tech-Savvy: Comfortable jumping between software platforms (EMR, Zoom/Telehealth, and messaging apps) and helping patients troubleshoot their own tech.
- Professionalism: High emotional intelligence and a polished "brand-ambassador" presence.
- Reliability: You understand that the flow of the entire office starts with you.
- Collaboration: You are an adaptable collaborator who enjoys digging in to get to the root cause of an issue, and you’ll go the extra mile to support your team or improve the patient experience.
Key Responsibilities:
- The In-Person Greeting: Serve as the first point of contact, warmly welcoming patients to the office and ensuring they feel comfortable and informed from the moment they arrive.
- Assist patients with check-in and check-out procedures, ensuring accurate documentation.
- Manage appointment scheduling, rescheduling, and confirmations to optimize clinic flow.
- Provide clear information about services, procedures, and wait times to patients and their families.
- Virtual Concierge: Actively monitor our virtual waiting room. You will "jump into" telehealth visits to welcome patients, troubleshoot technical issues, and provide updates if the provider is running behind.
- Communication Hub: Answer incoming calls with a friendly demeanor, accurately triaging needs and relaying messages to the clinical team.
- Care Coordination: Assist with patient registration, insurance verification, and onboarding for both in-person and telehealth appointments.
- Lobby & Office Management: Take pride in the environment; maintain a clean, organized, and professional lobby and workspace.
- Problem Solver: Anticipate patient needs and proactively address bottlenecks in the schedule to keep the day running smoothly.
What Success Looks Like
- Obsession with Detail. You arrive before the first patient. The lobby is already prepared — but you walk it anyway. Lighting. Music. The water station. The angle of the magazines on the table. You glance at today's schedule and silently note the names: a returning patient who was nervous last visit, a first-time consult flying in, a longtime patient who likes her tea with one sugar.
- The Art of the Welcome. The first patient arrives. You greet him by name before he has to introduce himself. Check-in is graceful and under sixty seconds.
- Grace Under Pressure. A patient is anxious. The doctor is running eight minutes behind. You sit with her briefly, explain warmly, and let her know you will personally come get her the moment the room is ready.
- Digital Hospitality. Three patients are waiting in our virtual lobby. You glance at the system — the AI has already greeted them and confirmed tech is working. One patient looks frustrated; you jump in personally, sort it out, and hand him off to his physician.
- Relationship Stewardship. Lobby is quiet. You make three follow-up calls — checking in on yesterday's patient, confirming a procedure scheduled for next week, and walking a longtime patient through how to use a new skincare routine. By the time you hang up, two of them have asked for you by name on their next visit.
- Discreet Professionalism. A VIP arrives without an appointment, hoping the doctor can fit her in. You handle it with grace, a discreet call to the back, water, a private seat, and find the right answer without ever making her feel inconvenient.
- The Daily Reset. You walk the lobby one final time. Reset. Ready for tomorrow.
Experience Preferences
- Healthcare Experience: 1+ years as a medical receptionist or in a clinical setting (preferred).
- Hospitality Experience: Background in hotels, luxury retail, or high-end food service is highly valued. We believe "service is service," and we love the skills learned in the hospitality industry!
- Knowledge of HIPAA: Basic understanding of patient privacy and confidentiality.
Why Join Us?
Our Mission: Expanding access to life-changing care to more patients in more places Over 135 million Americans face months-long waits for specialty care. At Tono Health, we are changing that. It starts at our DUMBO practice, where we deliver comprehensive medical and cosmetic dermatology, and extends through the technology and partnerships we are building to bring world-class specialty care to patients across 33 states and growing, alongside leading cancer centers, health systems, and the broader healthcare ecosystem. You will play a key role in shaping how we build it.
What You’ll Get:
- High impact: Directly shape patient care and the growth of a fast-scaling startup redefining access to world-class medicine.
- Leadership access: Work closely with our founding team, with real room to grow your skill set and your career.
- Supportive culture: A fast-paced, mission-driven environment where your contributions are seen and valued.
- Modern workspace: A beautifully designed Brooklyn office with sweeping views of Manhattan.
Pay: $20.00 - $28.00 per hour
Benefits:
- Health insurance
- Paid time off
Work Location: In person
