Customer Care Specialist - Qualifications

Synapse Health; Colorado Springs (CO); On-site; USD 23,000 - 29,000; Full time

Benefits offered by this job

Career growth opportunities

Flexible time off (FTO)

Medical, dental and vision insurance

401K with employer contribution match

Job summary

Synapse Health in Colorado Springs is seeking a Specialist, Qualifications to serve as the voice of the organization, interacting with patients, providers, payors, and partners. You will process orders, maintain medical documentation, coordinate transitions, and deliver high-quality customer service with compassion.

The role requires at least 2 years in healthcare customer service, proficiency with MS Office, strong communication, and the ability to work on-site 5 days a week between 8 AM–8 PM

Qualifications

• Minimum 2 years of customer service in healthcare/DME.
• Proficient with MS Office; quick to learn department systems.
• Excellent verbal and written communication with multi-channel use.
• Strong analytical skills with attention to detail and accuracy.
• Demonstrated compassion and ability to build customer relationships.
• Ability to thrive in a fast-paced environment and adapt to change.

Responsibilities

• Process patient orders with required demographics, prescriber info, and insurance verification.
• Respond to inquiries via phone, email, chat, and other channels with urgency and clarity.
• Collaborate with prescribers, vendors, payors, and team members to ensure smooth transitions and timely fulfillment.
• Ensure documentation compliance with HIPAA and insurance requirements; conduct routine data audits.
• Meet performance goals: call quality, member satisfaction, first-call resolution, productivity, attendance.
• Handle escalated requests and complex inquiries; advocate for patient needs and issue resolution.
• Coordinate with external vendors for equipment delivery, resupply, pickups, and returns to ensure timely fulfillment.
• Engage in ongoing learning and cross-functional projects to improve processes and customer experience.
• Participate in an on-call rotation for after-hours member requests.

Skills

Customer service

MS Office

Communication

Attention to detail

Analytical

Adaptability

Multichannel

Job description

Synapse Health | Who We Are
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.

Intrigued? Learn more at SynapseHealth.com and on Synapse Health’s LinkedIn Page.

What We Need:

As a Specialist, Qualifications, 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.

What You Will Do

• 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.

What You Have:

Requirements

• At least 2 years of experience in customer service roles within the healthcare or durable medical equipment (DME) industry, particularly related to qualifications.
• 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.
• Availability to work between 8 AM - 8 PM EST, with potential for participation in an on-call rotation.
• This role is ON SITE 5 days a week in Colorado Springs, CO.

What Sets You Apart

• 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 opportunities.
• Collaborative: Willingness to work with internal and external partners to improve processes and enhance the patient's experience.
• Adaptability: Quick to adapt to changing environments, processes, and technologies to continuously improve performance.
• Detail-Oriented: Exceptional attention to detail, ensuring that all patient and order documentation is accurate and up-to-date.

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.

What Sets Us Apart

Benefits

• Professional growth opportunities with compelling career paths
• Healthy work-life balance culture with Flexible time off (FTO)
• Medical, dental and vision insurance for full-time team members
• 401K savings plan with employer contribution match

Synapse Health is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

Synapse Health, Inc. will never request personal or sensitive information during the recruitment process. Please see our Careers page for more information on how to protect yourself from scammers and to learn more about our recruitment process.

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