Customer Experience Team Lead

At Synapse Health,we’restreamlining 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’vedelivered tech-based solutions that help our partners to modernize operations, improve coordination, and reduce administrative burdens. By taking on operational and financial complexity,we’reredefining how DME works for providers, prescribers, and patients.

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

Learnmore .comand on Synapse Health’s Linked In._

As a Team Lead, Customer Experience at Synapse Health, you serve as both a senior individual contributor and a day-to-day leader within the Customer Experience team. You are the voice of the organization for patients, prescribers, and partners, ensuring orders are processed accurately, compassionately, and efficiently while supporting a consistent, high-quality member experience.

In this role, youmaintainhands-on responsibility for intake and order processing while mentoring and coaching Specialists, supporting onboarding and training efforts, and contributing to process improvement initiatives. Although this position does not have direct reports, it carries meaningful leadership influence and is considered a strong pipeline role for future people-management positions.

• Receive, triage, and process incoming communications from multiple channels, handling requests directly or routing them according to established intake workflows.
• Initiate and process new orders by collecting andvalidatingpatient demographics, prescriber information, and equipment details to ensure accuracy and completeness.
• Communicate with ordering physicians and provider offices as needed to clarify orders or obtain missing information.
• Respond to general inquiries regarding
  
  Synapse Health programs, services, and order status with professionalism and empathy.
• Act with urgency and advocacy to ensure patient and member needs are addressed promptly.
• Meet or exceed established performance goals, including productivity, call quality, member satisfaction, first call resolution, and attendance.
• Serve as a subject matter expert within the Intake team,assisting
  
  Specialists with complex cases or workflow questions.
• Mentor and coach Specialists through side-by-side support, feedback, and knowledge sharing.
• Partner with Training and Quality teams to support onboarding, training, and ongoing skill development for new and existing team members.
• Cross-traininadditionalworkflows to provide coverage and continuity across the department as needed.
• Partner with program leadership to support escalated requests, complex questions, or operational issues.
• Participate in an on-call rotation to support after-hoursmember requests.
• Maintain strict confidentiality of patient health information and adhere to HIPAA and organizational privacy standards.
• Performadditionalduties as assigned to support departmental and organizational objectives.

At Synapse Health,we’veintentionally built a culture rooted in kindness, collaboration, and creativity, qualities we consider essential for every team member.

Additional requirements include:

• 4+ years of experience in healthcare or the durable medical equipment (DME) industry, including customer service, intake, call center operations, or similar healthcare environments.
• Associate degree or equivalent experience required;
  
  Bachelor’sdegreepreferred.
• Strong customer service orientation with a patient-first mindset.
• Proficiency in Microsoft Office applications and the ability to quickly learn department- and role-specific systems.
• Excellent…