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Synapse Health Verified
Healthcare Technology, Health IT, Medical Devices

Specialist, Customer Experience

RemoteRemoteFull TimePosted 8 days ago

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Required skills

  • customer service
  • order processing
  • patient demographics
  • prescriber information
  • equipment details
  • HIPAA
  • Microsoft Office
  • data integrity
  • on-call rotation

Nice to have

  • healthcare equipment industry
  • qualification
  • logistics
  • transitions

Role summary

Synapse Health is seeking a Specialist, Customer Experience to be the frontline voice for patients, prescribers, and partners in the DME industry. This role involves managing order intake and fulfillment, ensuring accuracy, compassion, and efficiency. Responsibilities include processing communications, validating order details, coordinating with providers, and initiating timely equipment delivery. The ideal candidate will have 2+ years of high-volume customer service experience, preferably in the DME sector, with strong organizational, communication, and problem-solving skills. This hybrid role requires proficiency in Microsoft Office and the ability to learn new systems quickly, with a focus on delivering a high-quality patient experience and contributing to process improvements.

Who We Are:

At Synapse Health, we're streamlining the durable medical equipment (DME) process. We manage intake, documentation, routing, claims, billing, and patient support. Our model reshapes how DME is delivered and experienced.

Since 2016, with decades of industry and leadership experience, we've delivered tech-based solutions that help our partners to modernize operations, improve coordination, and reduce administrative burdens. By taking on operational and financial complexity, we're redefining how DME works for providers, prescribers, and patients. We are proud to offer work that matters, on a mission that matters.

Learn more at SynapseHealth.com and on Synapse Health’s LinkedIn.

What We Need:

As a Specialist, Customer Experience at Synapse Health, you are the frontline voice of the organization—serving as a trusted point of contact for patients, prescribers, and partners throughout the order intake and fulfillment process. You play a critical role in ensuring patient orders are processed accurately, compassionately, and efficiently, helping deliver a seamless and supportive experience during every interaction.

In this role, you are responsible for managing incoming order requests, verifying accuracy and completeness, coordinating with prescribing providers as needed, and initiating timely delivery of durable medical equipment (DME). You thrive in a fast-paced, evolving environment and embrace change as Synapse Health continues to grow and enhance systems, workflows, and patient services.

What You Will Do:

  • Receive, triage, and process incoming communications from multiple channels, handling requests directly or routing them appropriately in accordance with established guidelines.
  • Initiate intake of new orders by gathering and validating patient demographics, prescriber information, and equipment details to ensure accuracy and completeness.
  • Determine whether incoming requests are within scope and apply appropriate workflows for intake, escalation, or follow-up.
  • Respond to general inquiries regarding Synapse Health, its programs, and service offerings with clarity, professionalism, and empathy.
  • Act as a patient advocate, working with urgency to ensure member needs are met and barriers to care are addressed promptly.
  • Deliver a high-quality patient experience while meeting established performance goals, including productivity, call quality, member satisfaction, first call resolution, and attendance.
  • Accurately enter, update, and maintain data within internal systems, tracking tools, and documentation platforms.
  • Maintain strict confidentiality of patient health information and consistently adhere to HIPAA and organizational privacy standards.
  • Partner with program leadership and senior team members to support escalated requests, complex questions, or exceptions.
  • Contribute to continuous improvement efforts by identifying process gaps, inefficiencies, or recurring issues.
  • Perform additional duties as assigned to support team and organizational objectives.

    • Note: These responsibilities reflect the general nature and scope of the role but are not exhaustive. Responsibilities may evolve to meet changing business needs.

    What You Have: 

    At Synapse Health, we’ve intentionally built a culture rooted in kindness, collaboration, and creativity, qualities we consider essential for every team member. Additional requirements include:

  • 2+ years of high-volume customer service experience; recent experience in customer service or order processing within the healthcare equipment or durable medical equipment (DME) industry, including roles in qualification, logistics, transitions, or related functions, is preferred.
  • Proficiency with Microsoft Office applications and the ability to quickly learn department-specific systems and technologies.
  • Strong organizational skills with the ability to manage multiple tasks accurately and efficiently.
  • Excellent verbal and written communication skills, including the ability to deliver clear, effective multi-channel communications.
  • Analytical and problem-solving skills to identify issues, perform audits, and resolve concerns in a timely manner.
  • High attention to detail and a strong commitment to accuracy and data integrity.
  • Ability to thrive in a fast-paced environment, adapt to change, and prioritize competing demands effectively.
  • Availability to work between 8:00 a.m. and 8:00 p.m. EST, with potential participation in an on-call rotation.

    • What Sets You Apart:

  • Customer-Focused: Builds strong relationships and consistently delivers patient-centered solutions.
  • Effective Communicator: Adapts messaging to meet the needs of diverse audiences across multiple communication channels.
  • Nimble Learner: Embraces learning through experience, using feedback and outcomes to improve performance.
  • Action-Oriented: Approaches challenges with urgency, energy, and a solutions-driven mindset.
  • Process-Minded: Identifies opportunities to optimize workflows and contribute to continuous improvement.
  • Tech-Savvy: Comfortable learning and adopting new systems, tools, and technologies.
  • Adaptable: Responds quickly and positively to changing processes, priorities, and business needs.

    • Compensation:

    The pay range for this position is $17 – $21 per hour. This range reflects the anticipated compensation at the time of posting. Final compensation will be based on factors such as relevant experience, demonstrated skills, internal equity, and prevailing market conditions. Compensation discussions are encouraged throughout the hiring process.

    What Sets Us Apart: 

    Work is a part of life, but at Synapse Health, we believe it should be meaningful and enjoyable. We’re committed to helping our team members thrive personally and professionally, which is why our benefits include:

  • Professional growth opportunities with compelling career paths
  • Healthy work-life balance supported by generous paid time off (PTO)
  • Comprehensive benefits package, including medical, dental, vision, STD & LTD insurance for full-time team members
  • 401(k) savings plan with employer matching contributions

    • Synapse Health is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

    Synapse Health, Inc. will never request personal or sensitive information during the recruitment process. Please see our Careers page for more information on how to protect yourself from scammers and to learn more about our recruitment process.

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