Lead Care Concierge - Elite Membership Programs - Extension Health : Job Details
Lead Care Concierge - Elite Membership Programs
Extension HealthJob Location : New York,NY, USA
Lead Care Concierge - Elite Membership Programs
About Extension Health
Extension Health is a full-stack platform for proactive, personalized healthcare—combining cutting-edge diagnostics, longevity therapeutics, and concierge-level experience to optimize human performance and extend health span. We provide unmatched access to advanced medicine, bespoke care pathways, and white-glove service under the leadership of Dr. Jonathann Kuo.
As an early innovator in the rapidly expanding concierge longevity care market, Extension Health has achieved 95% growth through word-of-mouth. We are now introducing a tiered membership model aiming to establish a new benchmark for health optimization.
Lead Care Concierge - Elite Membership Programs
About Extension Health
Extension Health is a full-stack platform for proactive, personalized healthcare—combining cutting-edge diagnostics, longevity therapeutics, and concierge-level experience to optimize human performance and extend health span. We provide unmatched access to advanced medicine, bespoke care pathways, and white-glove service under the leadership of Dr. Jonathann Kuo.
As an early innovator in the rapidly expanding concierge longevity care market, Extension Health has achieved 95% growth through word-of-mouth. We are now introducing a tiered membership model aiming to establish a new benchmark for health optimization.
Role OverviewThe Lead Care Concierge is the single most important point of contact in our elite patient experience serving as the quarterback of the care team, the voice of the patient, and the ultimate driver of hospitality. This role ensures that every patient feels personally guided, informed, and valued throughout their entire health journey.
From onboarding to ongoing engagement, you will proactively manage the full lifecycle of each patient relationship, anticipating needs, resolving issues before they arise, and coordinating tightly with the physician and longevity strategist to ensure timely action. You are not just a scheduler or support agent, you are a high-touch relationship manager, concierge, and operational lead wrapped into one. Your ability to create clarity, trust, and delight will define the standard of care at Extension Health.
You will be expected to build emotional trust, design memorable touchpoints, and uphold a gold-standard level of execution for our most discerning, high-net-worth clients. This role is equal parts hospitality, precision, and proactive leadership.
Key ResponsibilitiesPatient Experience Leadership- Serve as the primary point of contact from Day 0 through renewal.
- Guide patients through the entire journey from onboarding and diagnostics to care plan execution and annual review.
- Set expectations clearly and confidently, ensuring patients always know what's coming next.
- Ensure emotional trust by providing warmth, empathy, and discretion at every touchpoint.
- Create and maintain a detailed “life context” file (travel, family, stress, preferences) to personalize every interaction.
- Own gifting and milestone touchpoints, coordinate surprise-and-delight moments aligned with the patient's interests and goals.
- Act as the communication bridge between the patient, physician, and Longevity Strategist.
- Proactively flag important issues to clinical staff and escalate where appropriate.
- Assign physicians and longevity strategist based on clinical protocol and membership tier.
- Anticipate patient needs and communicate them to the team in advance of consults.
- Ensure the care team is always briefed on patient status, preferences, and recent events.
- Own scheduling across all visit types, ensuring timeliness and clarity for both patients and providers.
- Track and manage each patient's journey milestones, lab timelines, diagnostics, care plan steps, and follow-ups.
- Handle real-time coordination of logistics and travel where relevant (e.g., stem cell procedures, advanced imaging, offsite recovery).
- Ensure documentation is accurate, updated, and shared with the appropriate care team members.
- Resolve breakdowns swiftly, ensuring every patient experience is frictionless.
- Manage onboarding to Extension's digital platform or concierge system.
- Ensure every patient has full access, guidance, and clarity on using tech tools for tracking and communication.
- Guide patients through wearable/device setup (e.g., Oura, CGM, Muse), coordinate shipping, and escalate issues as needed.
- Handle billing inquiries, documentation access, and membership questions.
- Maintain accurate records across systems including CRM, EMR, and communications platforms.
- Process referrals, test orders, forms, and records with precision and speed.
- Assist with membership renewal by framing progress, coordinating materials, and reinforcing value in collaboration with the Longevity Strategist.
- 2+ years in virtual care coordination, patient navigation, or ultra-high-end customer service.
- Proven track record of managing client relationships from onboarding through full lifecycle.
- Familiar with clinical or wellness environments, ideally in concierge or functional medicine.
- Exceptional communication skills, empathetic, clear, and confident in tone and style.
- Highly organized and detail-oriented; strong task management and follow-up discipline.
- Technologically fluent in Google Suite, EMRs, CRMs, wearable platforms, and modern messaging tools.
- Background in high-level hospitality, health coaching, clinical operations, or customer success.
- Experience supporting executive or ultra high net worth clientele.
- Prior exposure to longevity, biohacking, or precision health.
- Deep personal interest in health, performance, and patient experience.
- Patients feel like they have a personal guide and advocate throughout their journey.
- The clinical team relies on you to keep everything on track and nothing slips through the cracks.
- You bring hospitality-level warmth combined with project management-level precision.
- Patients receive frequent, personalized, and thoughtful touchpoints that feel proactive not reactive.
- Patients stay informed, motivated, and emotionally connected, even during slower clinical phases.
- Clinical, coaching, and executive teams see you as the glue that holds the experience together.
- Membership renewal rates increase due to perceived value, trust, and relationship depth.
- You consistently raise the bar for what it means to deliver white-glove care at the highest level.
Position Summary
- Position Type: Full-time, with the flexibility to support patient needs outside of standard business hours, including evenings and weekends.
- Reports to : Senior Operations Manager (Interim Supervisor; may be updated)
- Work Location: Hybrid (Remote + In-Person). In-person presence (minimum 3 days per week) to support client-facing duties and team integration
- Seniority levelEntry level
- Employment typeFull-time
- IndustriesHospitals and Health Care
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