Job Title: Patient Success Coordinator

Location: Needham, MA (100% In-Person)

Employment Type: Full-Time

About XRHealth

XRHealth 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 Role

We’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 Do

Patient Engagement & Retention

• Serve as the point of contact for non-clinical patient support throughout the therapy journey
• Maintain consistent communication to keep patients motivated and engaged in their prescribed CBT program
• Build strong, trust-based relationships through ongoing outreach and support conducted via video, messaging, and digital communication tools
• Support patients in overcoming barriers to engagement and consistency

Progress Monitoring (Non-Clinical)

• Track patient participation, adherence, and engagement using CRM and internal tools
• Identify risks to engagement and proactively intervene
• Escalate clinical concerns or risks to appropriate teams following established protocols

Collaborative Support

• Partner with clinical, operations, and support teams to ensure a seamless patient experience
• Maintain clear boundaries between coaching and clinical care while contributing to overall patient success

Who You Are

• Passionate about patient engagement, behavior change, and improving health outcomes
• A strong communicator with an empathetic, motivating style
• Comfortable working in a non-clinical role alongside clinical teams
• Organized and able to manage multiple patient relationships simultaneously
• Tech-comfortable and experienced using CRM or tracking tools

Qualifications

Required:

• Bachelor’s degree in Health Sciences, Public Health, Psychology, Exercise Physiology, or a related field
• 2+ years of experience in health coaching, patient engagement, care coordination, or wellness roles
• Strong communication and organizational skills
• Proficiency with CRM systems and digital tools

Preferred:

• Experience supporting cognitive behavioral therapy (CBT) or behavioral health programs
• Health Coach certification (e.g., NBC-HWC, ACE, Wellcoaches)
• Experience with DME programs, remote patient engagement, or digital health
• Familiarity with HIPAA-compliant documentation
• Background in digital therapeutics or tech-enabled care models

Why Join XRHealth

• Innovative Mission: Help expand access to cognitive behavioral therapy through XR-based DME solutions
• Team Culture: Collaborative, patient-focused environment with clear role boundaries
• Growth: Be part of a scaling healthcare startup at the forefront of innovation
• Benefits: PTO, health insurance, dental, vision, 401k