Patient Experience Coordinator

Your Opportunity

We're looking for a Patient Experience Coordinator to join the Patient Experience team at Dreem Health. In this role, you'll help patients navigate their sleep care journey by providing responsive first-line support, managing patient communications across phone, email, text messaging, and in-app messaging, addressing a wide range of non-clinical patient inquiries, and collaborating with Care Coordination and Billing, and other cross-functional teams to ensure a seamless patient experience.

This is a high-impact role reporting directly to the Customer Success Manager. You'll play an important role in helping patients stay informed, engaged, and supported by delivering timely communication, resolving non-clinical questions and requests, coordinating cross-functional handoffs when needed, and supporting operational workflows that contribute to an exceptional patient experience.

If you're passionate about patient care, thrive in a dynamic setting, are organized, proactive, patient-focused, and motivated by measurable outcomes, this role offers the opportunity to make a meaningful impact on how sleep care is delivered at scale.

What You'll Do

• Serve as a primary point of contact for patients through phone, email, and in-app messaging.
• Work within a tech-enabled, AI-supported care environment.
• Partner with Care Coordination, Billing, Clinical Operations, and other cross-functional teams to ensure patients receive coordinated support throughout their care journey.
• Resolve a broad range of non-clinical patient inquiries while delivering a positive, patient-centered experience.
• Escalate clinical, billing, or patient access concerns to the appropriate teams when additional expertise is required.
• Maintain accurate documentation and ensure all patient interactions are recorded in accordance with established workflows and HIPAA requirements.
• Communicate clearly and compassionately with patients.
• Prioritize multiple patient conversations while meeting service level expectations in a dynamic environment.
• Recognize recurring patient concerns and emerging trends, bringing opportunities for process improvement to the Customer Success Manager.
• Contribute to operational initiatives that improve patient satisfaction, communication quality, and organizational performance.

What You Bring

• 2+ years of experience in healthcare coordination, patient support, care navigation, customer success, or another patient-facing healthcare role.
• Exceptional written and verbal communication skills with a high level of empathy, professionalism, and emotional intelligence.
• Ability to work independently in a dynamic, remote environment while collaborating effectively with cross-functional teams.
• Confidence using digital communication tools, healthcare technology, and patient engagement platforms.
• Data-driven mindset with the ability to track tasks, maintain accurate records, and follow structured workflows.
• Genuine commitment to improving patient experience.
• Operational and automation mindset.
• Availability to work Pacific Time or Eastern Time (PST or EST) business hours.

Our Core Values

• At Sunrise Group, we keep things clear and simple ✨,
• value trust and collaboration 🤝,
• and lead with optimism and compassion 🌞.

What We Offer

• Meaningful work that directly improves peoples' lives,
• be part of an international team across the US, France, Belgium,
• Annual team offsite,
• Comprehensive health benefits (medical, dental, vision),
• FREE One Medical membership,
• 20% off medical expenses,
• 20 days PTO + 10 paid holidays + 80 hours paid sick leave,
• Internet stipend,
• Compensation - Depending On Experience $23—$25 USD.

Equal Opportunity Employer

We welcome people of all backgrounds and are committed to building a workplace where everyone feels included and respected. We do not tolerate discrimination or harassment of any kind.