Customer Experience Specialist

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  and on Synapse Health’s Linked In.

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.

• 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.

Note:

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

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 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.
• 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…