Patient Experience Coordinator

About Sunrise Group

Sunrise Group is a pioneering company transforming sleep health by integrating innovative technology with expert care. Founded in 2015, Sunrise created an FDA-cleared chin sensor that allows sleep diagnosis to be conducted at home rather than hospitals. The company has expanded to offer comprehensive sleep health solutions through Dreem Health, a digital sleep clinic serving patients nationwide with reimbursed care, making sleep treatment more accessible and personalized.

Role Overview

The Patient Experience Coordinator supports patients throughout their sleep care journey by managing communications via phone, email, text, and in-app messaging. This role handles non-clinical inquiries, collaborates with care coordination, billing, and other teams to ensure smooth patient experiences, and reports directly to the Customer Success Manager. It involves maintaining accurate records under HIPAA, prioritizing multi-channel patient interactions, and contributing to process improvements.

Responsibilities

• Act as the main contact for patients through phone, email, and digital messaging platforms.
• Operate within a technology-enabled, AI-supported care environment.
• Collaborate with Care Coordination, Billing, Clinical Operations, and other departments to provide coordinated patient support.
• Address diverse non-clinical patient questions while ensuring a patient-centered approach.
• Refer clinical or billing issues to specialized teams when necessary.
• Document all patient interactions accurately in compliance with workflows and HIPAA standards.
• Communicate clearly and empathetically with patients.
• Manage multiple patient interactions efficiently while meeting service expectations.
• Identify common patient concerns and emerging trends to suggest improvements to the Customer Success Manager.
• Support initiatives to boost patient satisfaction, communication quality, and overall organizational performance.

Qualifications

• Minimum two years’ experience in healthcare coordination, patient support, care navigation, or similar patient-facing healthcare roles.
• Exceptional verbal and written communication skills reflecting empathy, professionalism, and emotional intelligence.
• Capable of working independently in a dynamic remote setting while collaborating across teams.
• Familiarity with digital communication tools, healthcare technologies, and patient engagement platforms.
• Strong data orientation, ability to track tasks, keep precise records, and follow structured workflows.
• Committed to enhancing patient experience with an operational and automation mindset.
• Available to work during Pacific or Eastern Time business hours.

Core Values

Sunrise champions clarity and simplicity, trust and collaboration, and optimism and compassion as fundamental principles guiding all activities.

Benefits

• Work with a global team based in the US, France, and Belgium.
• Annual team offsite.
• Comprehensive medical, dental, and vision benefits.
• Complimentary One Medical membership.
• 401(k) plan with company match.
• Generous paid time off: 20 days PTO, 10 holidays, and 80 hours of paid sick leave.
• Internet stipend to support remote work.

Compensation

Salary range is $23 to $25 per hour, dependent on experience.

Equal Opportunity

Dreem Health / Sunrise promotes an inclusive workplace and does not tolerate discrimination or harassment. Diverse backgrounds are welcomed.