Patient Experience Manager

BioFunction is building a premium, patient-centered approach to longevity, performance, and regenerative care. We believe exceptional outcomes begin with exceptional experiences. We are creating a high-touch environment where patients feel known, supported, and guided through every step of their journey. We are looking for someone who combines hospitality, organization, and operational excellence to become the face of our patient experience and a key driver of day-to-day clinic operations. Position Overview The Patient Experience Manager owns the patient journey and serves as the central hub for experience, communication, and operational coordination. This individual will help create a polished, concierge-level experience while ensuring patients move seamlessly from inquiry through treatment and follow-up. This role combines patient engagement, operational execution, administrative ownership, and light sales support. The right person thrives in a fast-moving startup environment, anticipates needs before they arise, and takes ownership rather than waiting for direction. As an early team member, this individual will help shape systems and workflows as BioFunction continues to scale. As patient volume and the business continue to grow, this role is expected to expand into a full-time leadership opportunity. Responsibilities Patient Experience & Concierge Support Serve as the primary point of contact for patients throughout their journey Coordinate intake, scheduling, appointment confirmations, and ongoing communication Deliver a premium, hospitality-focused experience across in-person and virtual interactions Respond to patient questions and communication through text, portal, and email channels Ensure patients receive timely follow-up and feel supported throughout treatment Consult Coordination & Conversion Support Support providers and leadership with consult preparation and patient readiness Reinforce treatment recommendations and help patients understand next steps Assist with program discussions, treatment logistics, financing conversations, and scheduling Help identify and remove friction points in the patient journey Systems & Workflow Management Manage workflows inside Healthie and internal communication systems Coordinate across Google Workspace and Slack Maintain accurate records and ensure operational follow-through Help identify process improvements and opportunities to create efficiencies Office Operations Manage office opening and closing responsibilities Coordinate supplies, inventory, vendors, and general office needs Support provider scheduling and clinic logistics Maintain SOPs and help improve operational consistency Assist with onboarding and administrative support activities Track and report key operational metrics Qualifications 3+ years of experience in concierge services, hospitality, premium customer experience, office management, healthcare coordination, or related roles Strong customer service mindset with a genuine passion for creating exceptional experiences Highly organized and detail-oriented Comfortable balancing patient-facing work with operational execution Strong written communication skills Comfortable with technology and learning new systems quickly Self-starter who thrives in startup environments Ability to anticipate needs and solve problems proactively Preferred Experience Concierge medicine, wellness, aesthetics, luxury hospitality, or longevity industry experience Experience supporting high-touch or high-ticket service environments Familiarity with CRM or EHR systems Experience handling scheduling and conversion workflows Performance & Growth Indicators Patient communication and follow-up occur consistently and promptly High patient satisfaction and positive patient feedback Strong consult progression and treatment coordination Operational workflows maintained with minimal dropped handoffs Contribution toward clinic growth and patient retention Patients consistently describe their experience as organized, responsive, and exceptional If you're someone who naturally creates order, anticipates needs, and takes pride in delivering exceptional experiences, we'd love to meet you. Flexible work from home options available.