Patient Experience & Operations Coordinator

About Won & Co.

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Won & Co. (Won Strategy & Management, Inc.) is the management company behind a growing group of healthcare practices in the New York metro area: Bear Brook Pediatric Dentistry, New Jersey Tongue-Tie Center, Bear Brook Orthodontics, and Liora Lactation & Feeding Center. We operate in Hoboken, Montvale, and River Vale, New Jersey, with additional practices and locations planned.

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Our practices serve families at some of the most sensitive moments in their lives. A parent bringing in a newborn who cannot feed. A child who is frightened of the chair. We believe those moments deserve more than competent care. They deserve an environment where every detail has been considered in advance, so that families feel steady the moment they walk through the door.

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Building that environment is our responsibility. We run operations and scheduling, financial performance, patient experience, and strategy for our practices, so our clinical teams can focus entirely on care. When the schedule works for both the family and the practice, the space is immaculate, and the family in the waiting room feels genuinely looked after, that is the business side working as it should. That is the work of the person we are hiring.

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We hire for instinct over resume. The qualities that make someone exceptional in service, reading a room, anticipating a need before it is voiced, and holding a standard when no one is watching, are the same qualities that make a practice feel calm and well run. Clinical knowledge we can teach. Those instincts we cannot.

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If you are early in your career, highly motivated, and want to grow into practice leadership, we are more interested in your trajectory than your years of experience. We provide structured onboarding, real training, and a defined path forward for people who take ownership of their work.

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Your Role and ImpactYou are the first person every family meets and the last person they speak with before they leave. Everything in between depends on you: the schedule that is well-built, the follow-up that does not slip, the space that is ready before anyone has to ask.

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This is a hands-on, patient-facing role, and we are not looking for someone to wait for direction. We are looking for someone who notices what needs to happen and does it, then finds the next thing.

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What You Will Do

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You will:

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• Welcome and care for patients and families from arrival through checkout, setting the tone for the entire visit
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• Manage the daily schedule, including appointment coordination, confirmations, and recovering cancellations and no-shows, keeping the day full without compromising the experience for any family
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• Respond to inquiries from prospective patients and guide families toward booking a first visit
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• Follow up on recommended treatment so families have what they need to move forward
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• Verify insurance eligibility and benefits, and collect copayments and balances due at the time of service, partnering with our Financial Operations team on claims and ongoing follow-up
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• Follow our established protocols and systems consistently, and flag situations that fall outside them rather than working around them
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• Keep reception, check-in, and all family-facing areas at the standard our practices are known for
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• Identify ways to improve patient flow, communication, and retention, and bring those ideas to leadership
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• Partner with Financial Operations & Analysis, Marketing & Branding, and Clinical Operations on workflows, internal systems, and growth initiatives
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Through this role, you will gain direct exposure to real business operations within a growing healthcare management company, with a clear pathway toward patient experience leadership and practice management as Won & Co. continues to open new locations.

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What We're Looking For

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We are looking for someone who understands that exceptional service is both personal and operational. It requires warmth, awareness, composure, follow-through, attention to detail, and the ability to make each patient and family feel genuinely well cared for.

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The ideal candidate will have:

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• A hospitality-minded, service-oriented approach to communication and problem-solving
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• A polished, professional, and warm presence when interacting with patients, families, providers, and team members
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• Strong initiative and an ownership mindset, with the instinct to see what needs doing and do it without being asked twice
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• High attention to detail and accurate follow-through while managing multiple priorities in a fast-paced environment
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• The discipline to follow protocols precisely, and the judgment to know when something falls outside them
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• Comfort working with schedules, systems, data, workflows, and administrative processes
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• Interest in business operations, patient experience, sales-oriented communication, and leadership growth
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• The ability to identify opportunities to improve the patient experience, increase efficiency, and support business performance
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Experience in hospitality, luxury retail, client services, healthcare administration, sales support, or operations is highly valued. Prior healthcare industry experience is helpful but not required. Structured onboarding and training will be provided.

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Qualifications

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• Bachelor's degree preferred in Hospitality Management, Business, Communications, Healthcare Administration, Operations, Marketing, Psychology, or a related field
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• 1 to 3 years of experience in hospitality, client services, customer experience, operations, administration, healthcare support, sales support, or coordination roles preferred
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• Prior experience in a high-end hospitality, luxury retail, private healthcare, concierge, or client-facing environment is a strong plus
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• Ability to work fully in person at our core clinic in Hoboken, NJ
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• Access to a vehicle and the ability to work at our Montvale and River Vale locations, as well as potential future locations, is a plus. As we open additional locations, coordinators who can support multiple sites gain the broadest exposure and are best positioned for leadership roles.
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• Availability to work at least two Saturdays per month
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Compensation, Benefits & Growth Opportunity

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Annual Salary: $57,000 to $68,000, based on experience, professional background, communication skills, service orientation, and demonstrated ability to contribute to patient experience and operational excellence.

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For individuals who demonstrate strong performance, ownership, and leadership potential, there will be opportunities to take on expanded responsibilities as Won & Co. continues to grow.

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Benefits include:

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• Paid Time Off
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• Medical insurance coverage
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• 401(k)
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• Structured onboarding and training
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• Parking benefits
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• Hands-on exposure to operations within upscale healthcare practices
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• Professional development in patient experience, business operations, and leadership
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Visit our website: https://www.wonandcogroup.com

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Follow us on Instagram: https://www.instagram.com/wonandcomanagement