Patient Experience Coordinator

Sunrise Group; United States; Remote; USD 32,000 - 34,000; Full time

Benefits offered by this job

FREE One Medical membership

Annual team offsite

401(k) with company match

20 days PTO + 10 paid holidays + 80 Hr

Internet stipend

Job summary

Sunrise Group, a leader in sleep health, seeks a Patient Experience Coordinator for Dreem Health to guide patients through their sleep care journey. You’ll handle non-clinical inquiries, coordinate with Care Coordination and Billing, and ensure a seamless patient experience across channels.

This is a remote, full-time role reporting to the Customer Success Manager, requiring strong communication, empathy, and the ability to collaborate across teams in a fast-paced environment.

Qualifications

• 2+ years in healthcare coordination, patient support, care navigation, customer success, or similar patient-facing role.
• Exceptional written and verbal communication with empathy and professionalism.
• Ability to work independently in a remote environment while collaborating with cross-functional teams.
• Comfort using digital communication tools, healthcare technology, and patient engagement platforms.
• Data-driven mindset with ability to track tasks and follow structured workflows.

Responsibilities

• Serve as primary contact for patients via phone, email, and in-app messaging.
• Work within a tech-enabled, AI-supported care environment.
• Coordinate with Care Coordination, Billing, Clinical Operations and other teams for coordinated support.
• Resolve non-clinical inquiries while delivering a positive patient experience.
• Escalate clinical, billing, or access concerns to the right teams when needed.
• Maintain documentation and record interactions per HIPAA and workflows.
• Communicate clearly and compassionately with patients.
• Prioritize multiple conversations while meeting service levels.
• Identify recurring concerns and propose improvements to the Customer Success Manager.
• Contribute to initiatives to improve patient satisfaction and organizational performance.

Skills

Empathy and professionalism

Written and verbal communication

Independent remote work

Digital communication tools

Patient engagement platforms

Data tracking and workflow adherence

Operational mindset

Availability for PST/EST hours

Job description

Sunrise Group is building the future of sleep health by combining breakthrough technology with expert care. We started in 2015 with a straightforward idea: sleep diagnosis should happen in the comfort of your own home, not in a hospital. To make that possible, we created a first-of-its-kind chin sensor, carefully validated through clinical research, reviewed by leading sleep experts, and cleared by the FDA.

Since then, Sunrise Group has grown from a single innovation into a complete sleep health company. We now design advanced diagnostic and treatment solutions, and we deliver care directly to patients through Dreem Health , our digital sleep clinic. By serving patients in all 50 states with reimbursed care, we are making sleep treatment more accessible, more personal, and much simpler than it has ever been.

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 Succes 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

Our Core Values

At Sunrise Group, we keep things clear and simple , value trust and collaboration , and lead with optimism and compassion . These values guide everything we do.

What We Offer

• Meaningful work that directly improves peoples’ lives
• Be part of an international team across the US, France, Belgium
• Annual team offsite
• FREE One Medical membership
• 401(k) with company match
• 20 days PTO + 10 paid holidays + 80 hours paid sick leave
• Internet stipend

Compensation

$23 - $25 depending on experience.

Compensation Range - Depending on Experience

$23 - $25 USD

Dreem Health / Sunrise is an 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.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Sunrise Group’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.