Patient Experience Coordinator

Dreem Health, by Sunrise, is America's leading digital sleep clinic that offers home-based sleep testing, telehealth visits, and personalized treatment plans to improve sleep care accessibility.

Location: Remote (US)

Salary: $23–$25 USD/hr

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.

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.

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.

Additional Information

• $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.