[Hiring] Customer Experience Team Lead @Synapse Health

Role Description

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.

• Maintain hands-on responsibility for intake and order processing.
• Mentor and coach Specialists, supporting onboarding and training efforts.
• Contribute to process improvement initiatives.
• Considered a strong pipeline role for future people-management positions.

What You Will Do

• Receive, triage, and process incoming communications from multiple channels.
• Initiate and process new orders by collecting and validating patient demographics, prescriber information, and equipment details.
• Communicate with ordering physicians and provider offices as needed.
• Respond to general inquiries regarding Synapse Health programs, services, and order status.
• Act with urgency and advocacy to ensure patient and member needs are addressed promptly.
• Meet or exceed established performance goals, including productivity and member satisfaction.
• Serve as a subject matter expert within the Intake team.
• Mentor and coach Specialists through side-by-side support, feedback, and knowledge sharing.
• Partner with Training and Quality teams to support onboarding and ongoing skill development.
• Cross-train in additional workflows to provide coverage as needed.
• Partner with program leadership to support escalated requests and operational issues.
• Participate in an on-call rotation to support after-hours member requests.
• Maintain strict confidentiality of patient health information and adhere to HIPAA standards.
• Perform additional duties as assigned to support departmental and organizational objectives.

Qualifications

• 4+ years of experience in healthcare or the durable medical equipment (DME) industry.
• Associate degree or equivalent experience required; Bachelor’s degree preferred.
• Strong customer service orientation with a patient-first mindset.
• Proficiency in Microsoft Office applications and ability to learn department-specific systems.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving skills.
• Proven experience building positive relationships with patients, providers, and internal partners.
• Ability to thrive in a fast-paced, evolving environment.

What Sets You Apart

• Strategic Thinker: Understands intake workflows holistically.
• Adaptable Leader: Embraces change and looks for ways to improve efficiency.
• Analytical: Breaks down complex problems into practical solutions.
• Sound Decision-Maker: Balances patient needs with operational requirements.
• Leadership Excellence: Motivates and influences others for strong performance.
• Tech-Savvy: Comfortable adopting and promoting new tools and technologies.

Compensation

The pay range for this position is $23.85 – $29.81 per hour. Final compensation will be based on factors such as relevant experience, demonstrated skills, internal equity, and prevailing market conditions.

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.