Skills
Patient support
Care coordination
HIPAA documentation
Customer communication (phone email text)
Healthcare technology
About the Role
Dreem Health, powered by Sunrise, is a digital sleep clinic focused on making sleep care easier to access from home. As a Patient Experience Coordinator on our Patient Experience team, you’ll help patients navigate their sleep care journey with fast, compassionate support and clear communication.
Responsibilities
- Act as a primary point of contact for patients via phone, email, and in-app messaging
- Provide non-clinical support by answering questions, addressing requests, and guiding patients to the right next step
- Collaborate with Care Coordination, Billing, Clinical Operations, and other teams to ensure coordinated care
- Escalate clinical, billing, or patient access concerns to the appropriate stakeholders when needed
- Maintain accurate documentation and ensure all patient interactions follow established workflows and HIPAA requirements
- Manage multiple patient conversations while meeting service level expectations in a dynamic environment
- Identify recurring issues and emerging trends, and share improvement opportunities with the Customer Success Manager
- Support operational initiatives that improve patient satisfaction and communication quality
Requirements
- 2+ years of experience in healthcare coordination, patient support, care navigation, customer success, or a similar patient-facing role
- Strong written and verbal communication skills with empathy, professionalism, and emotional intelligence
- Ability to work independently in a remote setting while partnering effectively across teams
- Comfort using digital communication tools and healthcare technology/patient engagement platforms
- Data-driven mindset with attention to detail for tracking tasks and maintaining accurate records
- Commitment to improving the patient experience and an operational/automation mindset
- Availability to work Pacific Time or Eastern Time business hours (PST/EST)
Benefits
- 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
- Opportunity to work with an international team and participate in an annual team offsite
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