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About Dreem Health by Sunrise

Dreem Health is a leading digital sleep clinic in the United States, powered by Sunrise's technology. It simplifies sleep care by replacing traditional in-lab sleep studies with at-home testing, telehealth appointments, and customized treatment plans designed for patient convenience. The organization aims to improve access to sleep care by providing flexible, home-based solutions.

Position Overview

We are seeking a Patient Experience Coordinator to join the Patient Experience team. This position involves supporting patients throughout their sleep care process by delivering prompt and effective assistance across multiple communication channels including phone, email, text, and in-app messaging. The role requires handling various non-clinical patient questions and collaborating with different departments such as Care Coordination and Billing to ensure a smooth and comprehensive patient journey.

Key Responsibilities

Act as the main contact point for patients via phone, email, and in-app communication.
Operate in a technologically advanced and AI-supported care environment.
Collaborate with Care Coordination, Billing, Clinical Operations, and other teams to guarantee integrated patient support.
Address a wide range of non-clinical patient enquiries while creating a positive and patient-focused experience.
Refer clinical, billing, or access-related concerns to appropriate specialized teams as needed.
Maintain precise documentation and ensure all patient interactions comply with HIPAA and workflow protocols.
Communicate with patients clearly, empathetically, and professionally.
Manage multiple patient conversations simultaneously while achieving service level targets in a fast-paced environment.
Identify common patient issues and trends to suggest improvements to the Customer Success Manager.
Participate in initiatives aimed at enhancing patient satisfaction, communication quality, and organizational efficiency.

Candidate Profile

Minimum of 2 years’ experience in roles involving healthcare coordination, patient support, care navigation, customer success, or similar patient-facing healthcare functions.
Excellent verbal and written communication skills combined with strong empathy, professionalism, and emotional intelligence.
Self-motivated and able to work independently in a remote, dynamic environment while effectively partnering with cross-functional teams.
Familiarity and confidence with digital communication platforms, healthcare technology, and patient engagement tools.
Data-focused mindset with strong organizational skills, task tracking ability, and adherence to structured workflows.
A sincere dedication to enhancing the patient experience.
Operational and automation-oriented mentality.
Availability to work during Pacific or Eastern Time business hours.

Core Values

Our team is driven by simplicity and transparency, foundation of trust and teamwork, as well as optimism and compassion, which shape our daily operations.

Benefits and Compensation

Meaningful work that significantly impacts people's lives.
Opportunity to contribute to an international team across the US, France, and Belgium.
Annual team retreats.
Comprehensive medical, dental, and vision insurance coverage.
Complimentary membership with One Medical.
401(k) plan with company matching contributions.
Generous paid time off including 20 days vacation, 10 paid holidays, and 80 hours of sick leave.
Monthly internet stipend.

The role offers an hourly wage between $23 and $25, commensurate with experience.

Equal Opportunity Employer Statement

Dreem Health / Sunrise is committed to fostering an inclusive work environment where people from diverse backgrounds feel valued and respected. Discrimination or harassment is not tolerated.

Patient Experience Coordinator