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

XRHealth

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Patient Success Coordinator