Patient Success Coordinator

About XRHealth

XRHealth is revolutionizing the healthcare landscape by introducing Virtual Reality (VR) as a therapeutic tool, offering FDA-approved treatments targeting cognitive and behavioral health challenges. Their services function as Durable Medical Equipment (DME), prescribed by clinicians and covered by insurance, enabling patients to receive cognitive behavioral therapy from the comfort of their homes.

Role Overview

The Patient Success Coordinator plays a vital non-clinical role in supporting patients utilizing XRHealth's VR-based DME for cognitive behavioral therapy. While this position does not involve providing medical advice or therapy, it acts as a key patient support figure, assisting individuals in staying engaged with their therapy, fostering sustainable habits, and ensuring consistent participation through encouragement, accountability, and structured coaching.

This position requires the coordinator to work entirely on-site at the Needham, MA office, but patient interactions and support occur remotely using digital communication channels like video calls, text messages, and in-app tools.

Key Responsibilities

• Function as the primary non-clinical contact for patients throughout their therapy regimen.
• Maintain continuous communication to motivate patients and reinforce adherence to their prescribed CBT programs.
• Establish strong, trusting relationships via regular outreach through video conferencing, messaging, and digital platforms.
• Assist patients in overcoming challenges related to engagement and therapy consistency.
• Monitor patient involvement, adherence, and engagement utilizing CRM and other internal systems.
• Proactively identify risks to patient participation and intervene accordingly.
• Escalate any clinical concerns or risks promptly to appropriate teams based on defined protocols.
• Collaborate closely with clinical, operations, and support teams to provide a seamless patient experience while maintaining clear distinctions between coaching and clinical care.

Candidate Profile

• Genuine passion for patient engagement, behavior modification, and enhancing health outcomes.
• Excellent communication skills paired with an empathetic and motivational approach.
• Comfortable operating within a non-clinical role alongside clinical personnel.
• Exceptionally organized, able to manage multiple patient interactions simultaneously.
• Technologically adept, with experience using CRM systems and digital engagement tools.

Qualifications

• Bachelor’s degree in Health Sciences, Public Health, Psychology, Exercise Physiology, or affiliated disciplines.
• At least two years of experience in health coaching, patient engagement, care coordination, or wellness-related roles.
• Strong communication and organizational abilities.
• Proficiency with CRM and digital technology tools.

Preferred Experience

• Background supporting cognitive behavioral therapy or behavioral health programs.
• Certification as a Health Coach (e.g., NBC-HWC, ACE, Wellcoaches).
• Experience with Durable Medical Equipment programs, remote patient engagement, or digital health platforms.
• Knowledge of HIPAA-compliant documentation practices.
• Familiarity with digital therapeutics or technology-enabled care delivery models.

Why Join XRHealth?

• Opportunity to contribute to an innovative mission expanding access to cognitive behavioral therapy through VR-enabled DME solutions.
• Work within a collaborative, patient-centered team culture with clearly defined role boundaries.
• Be part of a rapidly growing healthcare startup driving technological advancements.
• Enjoy comprehensive benefits, including paid time off, health, dental, vision insurance, and 401(k) retirement plans.