Patient Experience Coordinator
About The Position
Dreem Health is America’s leading digital sleep clinic, powered by Sunrise’s technology. Dreem Health makes sleep care simple by replacing long waits and in-lab sleep studies with home-based testing, expert telehealth visits, and personalized treatment plans. The Patient Experience Coordinator will help patients navigate their sleep care journey by providing responsive first-line support, managing patient communications across various channels, addressing non-clinical patient inquiries, and collaborating with cross-functional teams to ensure a seamless patient experience. This role reports directly to the Customer Success Manager and is crucial in keeping patients informed, engaged, and supported. The position offers an opportunity to make a meaningful impact on sleep care delivery at scale for individuals passionate about patient care in a dynamic, remote setting.
Requirements
- 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.
Responsibilities
- 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.
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
