Patient Experience Coordinator

Dreem Health; United States; Remote; USD 32,000 - 34,000; Full time

Benefits offered by this job

Meaningful work

International team across US, France,

401(k) with company match

20 days PTO + 10 holidays + 80 hours S

Internet stipend

Free One Medical membership

Job summary

Dreem Health is America’s leading digital sleep clinic, delivering home-based testing, telehealth visits, and personalized sleep care across the US. The Patient Experience team ensures patients are informed, supported, and guided through their care journey with clear communication and timely handoffs.

As a Patient Experience Coordinator, you will serve as the first point of contact across phone, email, text, and in-app messaging, collaborating with Care Coordination and Billing to resolve

Qualifications

• 2+ years of experience in healthcare coordination or patient-facing roles.
• Excellent written and verbal communication with high empathy and professionalism.
• Ability to work independently in a dynamic remote environment and collaborate with cross-functional teams.
• Comfort using digital healthcare tools and patient engagement platforms.

Responsibilities

• Serve as the primary contact for patients via phone, email, text, and in-app messaging.
• Work within a tech-enabled, AI-supported care environment.
• Coordinate with Care Coordination, Billing, Clinical Operations, and other teams to ensure coordinated patient support.
• Resolve non-clinical inquiries while maintaining a patient-centered experience.
• Escalate issues to appropriate teams when expert input is needed.
• Maintain accurate documentation and HIPAA-compliant interactions.
• Communicate clearly and compassionately with patients.
• Prioritize multiple conversations while meeting service expectations.
• Identify recurring concerns and suggest process improvements to the Customer Success Manager.
• Contribute to initiatives that improve patient satisfaction and overall performance.

Skills

Empathy and professionalism

Written and verbal communication

Remote collaboration

Data-driven mindset

Task prioritization

Tools

Healthcare tech platforms

Patient engagement tools

Digital communication tools

Job description

Dreem Health is America’s leading digital sleep clinic. Powered by Sunrise’s technology, Dreem Health makes sleep care simple — replacing long waits and in-lab sleep studies with home-based testing, expert telehealth visits, and personalized treatment plans that are easy for patients to follow. We’re fixing the broken sleep care journey and helping more people get the care they need — from home, on their schedule.

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.

We hire humans, not bullet points. Don’t meet every single qualification? That’s okay. We care more about who you are than what’s on your CV. We’re looking for people who are curious, resourceful, and ready to roll up their sleeves — especially if you’re excited about building something new in healthcare. So if you think you could make an impact here, reach out to us.

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 Dreem Health’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.