[Hiring] Customer Experience Specialist @Synapse Health

Role Description

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.

• 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.

Qualifications

• 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.

Requirements

• 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.

Benefits

• 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.