Patient Success Coordinator

Job Title: Patient Success CoordinatorLocation: Needham, MA (100% In-Person)Employment Type: Full-TimeAbout XRHealthXRHealth is transforming healthcare through Virtual Reality (VR), offering FDA-registered therapeutic solutions for cognitive and behavioral health conditions. Our focus is on delivering VR as a Durable Medical Equipment (DME) service - prescribed by clinicians and reimbursed by insurance - to support patients in accessing cognitive behavioral therapy from home.About the RoleWe're seeking a Patient Success Coordinator to support patients using XRHealth's VR-based DME solution for cognitive behavioral therapy. This is not a clinical role. You will not provide medical advice, diagnosis, or therapy.Instead, you will serve as a trusted support partner, helping patients stay engaged in their prescribed therapy, build sustainable habits, and remain consistent throughout their care journey through encouragement, accountability, and structured coaching.While this is a fully in-person role based in Needham, MA, all patient engagement is conducted remotely through digital channels, including video calls, text messaging, and in-app communication.What You'll DoPatient Engagement & RetentionServe as the point of contact for non-clinical patient support throughout the therapy journeyMaintain consistent communication to keep patients motivated and engaged in their prescribed CBT programBuild strong, trust-based relationships through ongoing outreach and support conducted via video, messaging, and digital communication toolsSupport patients in overcoming barriers to engagement and consistencyProgress Monitoring (Non-Clinical)Track patient participation, adherence, and engagement using CRM and internal toolsIdentify risks to engagement and proactively interveneEscalate clinical concerns or risks to appropriate teams following established protocolsCollaborative SupportPartner with clinical, operations, and support teams to ensure a seamless patient experienceMaintain clear boundaries between coaching and clinical care while contributing to overall patient successWho You ArePassionate about patient engagement, behavior change, and improving health outcomesA strong communicator with an empathetic, motivating styleComfortable working in a non-clinical role alongside clinical teamsOrganized and able to manage multiple patient relationships simultaneouslyTech-comfortable and experienced using CRM or tracking toolsQualificationsRequired:Bachelor's degree in Health Sciences, Public Health, Psychology, Exercise Physiology, or a related field2+ years of experience in health coaching, patient engagement, care coordination, or wellness rolesStrong communication and organizational skillsProficiency with CRM systems and digital toolsPreferred:Experience supporting cognitive behavioral therapy (CBT) or behavioral health programsHealth Coach certification (e.g., NBC-HWC, ACE, Wellcoaches)Experience with DME programs, remote patient engagement, or digital healthFamiliarity with HIPAA-compliant documentationBackground in digital therapeutics or tech-enabled care modelsWhy Join XRHealthInnovative Mission: Help expand access to cognitive behavioral therapy through XR-based DME solutionsTeam Culture: Collaborative, patient-focused environment with clear role boundariesGrowth: Be part of a scaling healthcare startup at the forefront of innovationBenefits: PTO, health insurance, dental, vision, 401k