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.

At Sunrise Group, we work on a problem that affects millions: poor sleep and untreated sleep disorders. Our mission is to make diagnosis and care easier to access, and we’re proud of the experience we provide to patients. We feel responsible for making it better every day. If you’re looking for the autonomy to take ownership of your work, make an impact, and be part of a team where ideas move fast and everyone has a voice - this role is for you!

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

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
• 401(k) with company match
• 20 days PTO + 10 paid holidays + 80 hours paid sick leave
• Internet stipend