Customer Care Specialist

Customer Care Specialist – Synapse Health

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With the collective efforts of our epic team members, we’re trailblazing a new path in the DME industry. Synapse Health was founded in 2016 with a goal to fix the fractured DME ecosystem and completely transform the industry. Built on decades of industry and leadership experience, we’ve launched tech-based solutions that eliminate age‑old DME headaches, resulting in a seamless experience for all.

We are proud to offer work that matters, on a mission that matters.

As a Customer Care Specialist
, you will serve as the voice of Synapse Health, interacting directly with patients, providers, payors, and vendor partners. This role is crucial in ensuring that all patient and order‑related processes are completed accurately, efficiently, and with the utmost compassion. You will be responsible for a variety of tasks, including processing orders, maintaining medical documentation, facilitating transitions, and coordinating logistics, while consistently delivering high‑quality customer service.

This position is fully onsite in the Synapse Health office in Easley, SC.

• Manage and process patient orders, including obtaining necessary patient demographics, prescriber information, insurance verification, and qualifying documentation, ensuring accuracy and timeliness.
• Respond to inquiries from patients, prescribers, providers, and vendors through multiple communication channels (phone, email, chat, etc.), ensuring a clear understanding of their needs and delivering resolutions with a sense of urgency.
• Work closely with prescribers, vendors, payors, and other team members to ensure seamless transitions, timely order fulfillment, and efficient resolution of escalated concerns.
• Ensure that all necessary documentation is gathered and properly recorded in compliance with regulatory guidelines (HIPAA, insurance requirements, etc.), while conducting routine audits to maintain data accuracy.
• Deliver a high‑quality patient experience by meeting established performance goals, including call quality, member satisfaction, first‑call resolution, productivity, and attendance.
• Manage escalated requests or complex inquiries, utilizing problem‑solving skills to resolve issues effectively and advocate for the patient’s needs.
• Facilitate smooth transitions for members, coordinating with external vendors for equipment delivery, resupplies, pickups, and returns. Ensure timely and accurate fulfillment in line with patient care requirements.
• Actively engage in ongoing learning, contributing to the refinement of processes and the adoption of new technologies. Assist in cross‑functional projects aimed at improving the customer experience and operational efficiencies.
• Participate in an on‑call rotation for after‑hours member requests, providing support outside regular business hours when needed.

• At least 2 years of experience in customer service roles within the healthcare or durable medical equipment (DME) industry, particularly related to order intake, patient transitions, logistics, or qualification.
• Proficient in MS Office applications and the ability to quickly learn department and job‑specific software systems. Tech‑savvy with the ability to adapt to new technologies.
• Excellent verbal and written communication skills with the ability to develop and deliver multi‑channel communications clearly and effectively.
• Strong analytical abilities to identify issues, perform audits, and resolve problems in a timely manner. High attention to detail and accuracy.
• A deep commitment to building strong customer relationships and providing compassionate, solution‑oriented support.
• Ability to thrive in a fast‑paced environment, adapt to changes, and prioritize competing demands effectively.
• Must live within a commutable distance to Easley, SC as this is a fully onsite position.

• Customer Focus:
  Passionate about delivering customer‑centric solutions and building lasting relationships.
• Action‑Oriented:
  High energy, urgency, and enthusiasm in taking on challenges and new…