Patient Experience Coordinator

About Dreem Health by Sunrise

Dreem Health, powered by Sunrise's technology, is the leading digital sleep clinic in the U.S. It simplifies sleep healthcare by offering home-based testing, virtual expert visits, and customized treatment plans, eliminating traditional delays and inconvenient lab-based diagnostics. The goal is to transform and improve the sleep care journey so more individuals receive accessible, convenient care on their own terms.

Role Overview

The Patient Experience Coordinator is a vital member of the Patient Experience team at Dreem Health. This role focuses on assisting patients as they navigate their sleep care process by delivering prompt and compassionate support. Responsibilities include managing communications via phone, email, text, and in-app messaging, handling a variety of non-clinical patient inquiries, and collaborating with teams like Care Coordination and Billing to ensure seamless coordination.

Key Responsibilities

• Act as the main contact point for patients through multiple communication channels.
• Engage within a tech-driven, AI-assisted care environment.
• Collaborate closely with cross-functional groups to provide coordinated support during the patient’s care pathway.
• Address diverse non-clinical questions while maintaining a patient-centered approach.
• Identify and escalate clinical, billing, or access issues to specialized teams when necessary.
• Keep meticulous records of patient interactions in compliance with HIPAA and procedural standards.
• Communicate with clarity, empathy, and professionalism.
• Manage multiple patient interactions efficiently while adhering to service level targets.
• Spot patterns in patient concerns and recommend process improvements to leadership.
• Participate in initiatives aimed at enhancing patient satisfaction, communication quality, and operational outcomes.

Candidate Profile & Qualifications

• Minimum 2 years’ experience in healthcare coordination, patient support, care navigation, or a related patient-facing healthcare role.
• Exceptional verbal and written communication abilities demonstrated by empathy, professionalism, and emotional intelligence.
• Ability to work independently in a remote, dynamic workplace while effectively collaborating with multiple teams.
• Comfortable utilizing digital communication tools, healthcare software, and patient engagement platforms.
• Strong data orientation with skills to track tasks, maintain accurate documentation, and execute structured workflows.
• Passion for enhancing the patient experience and operational efficiency.
• Availability to work during Pacific or Eastern Time business hours.

Company Core Values

Sunrise Group embraces clarity and simplicity, values trust and collaborative efforts, and leads with a spirit of optimism and compassion in all aspects of its work.

Compensation & Benefits

• Hourly pay ranging from $23 to $25 depending on experience.
• Meaningful, impactful work improving people’s lives.
• Opportunity to join a global team in the US, France, and Belgium.
• Annual team gatherings/offsites.
• Comprehensive health coverage including medical, dental, and vision plans.
• Complimentary One Medical membership.
• 401(k) plan with employer matching.
• Paid time off package including 20 vacation days, 10 holidays, and 80 hours of sick leave.
• Internet reimbursement stipend.

Diversity & Inclusion

Dreem Health / Sunrise is an equal opportunity employer committed to fostering an inclusive workplace that welcomes people from all backgrounds. Harassment and discrimination are not tolerated.