Patient Experience Coordinator

Sunrise Group

2d • $23 - $25 • Remote

About The Position

Sunrise Group is seeking a Patient Experience Coordinator to join the Patient Experience team at Dreem Health. The role helps patients navigate their sleep care journey by providing responsive first-line support, managing communications across phone, email, text messaging, and in-app messaging, resolving non-clinical inquiries, and coordinating with Care Coordination, Billing, and other teams. The position reports directly to the Customer Success Manager and supports patients through timely communication, issue resolution, cross-functional handoffs, and operational workflows. The role is based in a dynamic, remote, technology-enabled environment and requires availability during Pacific or Eastern Time business hours.

Requirements

• At least 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 empathy, professionalism, and emotional intelligence.
• Ability to work independently in a dynamic remote environment and collaborate effectively with cross-functional teams.
• Confidence using digital communication tools, healthcare technology, and patient engagement platforms.
• Data-driven approach and 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 business hours.

Responsibilities

• Serve as a primary point of contact for patients through phone, email, and in-app messaging.
• Work within a technology-enabled, AI-supported care environment.
• Partner with Care Coordination, Billing, Clinical Operations, and other cross-functional teams to coordinate patient support throughout the care journey.
• Resolve 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 needed.
• Maintain accurate documentation and record patient interactions according to established workflows and HIPAA requirements.
• Communicate clearly and compassionately with patients.
• Prioritize multiple patient conversations while meeting service-level expectations in a dynamic environment.
• Identify recurring patient concerns and emerging trends and bring process-improvement opportunities to the Customer Success Manager.
• Contribute to operational initiatives that improve patient satisfaction, communication quality, and organizational performance.

Benefits

• Comprehensive medical, dental, and vision benefits.
• One Medical membership at no cost.
• 401(k) with company match.
• 20 days of paid time off, 10 paid holidays, and 80 hours of paid sick leave.
• Internet stipend.
• Annual team offsite.
• Meaningful work that directly improves people's lives.
• Opportunity to work with an international team across the US, France, and Belgium.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed