Customer Experience Lead - DME & Patient Support

Synapse Health; United States; Remote; USD 33,000 - 41,000; Full time

Benefits offered by this job

Career paths

Paid time off (PTO)

Medical, dental, vision insurance

401(k) with employer matching

Job summary

Synapse Health seeks a Team Lead, Customer Experience to guide the CX team while contributing as a senior individual contributor. You will oversee intake, order processing, and mentorship of Specialists, ensuring patient-centric service across channels.

This role emphasizes hands-on leadership without direct reports, with process improvements, training collaboration, and coverage across workflows. You will maintain HIPAA compliance and partner with leadership to drive a high-quality member

Qualifications

• 4+ years of experience in healthcare or the DME industry, including customer service, intake, call center operations, or similar healthcare environments.
• 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 quick learning of department- and role-specific systems.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving skills with ability to resolve complex customer concerns.
• Proven experience building positive relationships with patients, providers, vendors, and internal partners.
• Ability to thrive in a fast-paced, evolving environment and adapt to changing processes, technologies, and priorities.

Responsibilities

• Receive, triage, and process incoming communications from multiple channels, handling requests directly or routing them according to intake workflows.
• Initiate and process new orders by collecting and validating patient demographics, prescriber information, and equipment details for accuracy.
• Communicate with ordering physicians and provider offices to clarify orders or obtain missing information.
• Respond to inquiries regarding Synapse Health programs, services, and order status with professionalism and empathy.
• Maintain urgency and advocacy to ensure patient and member needs are addressed promptly.
• Meet or exceed performance goals including productivity, call quality, and member satisfaction.

Skills

Customer service

Healthcare experience

Communication

Problem solving

Microsoft Office

Education

Associate degree

Bachelor’s degree preferred

Tools

Microsoft Office

Job description

Synapse Health seeks a Team Lead, Customer Experience to guide the CX team while contributing as a senior individual contributor. You will oversee intake, order processing, and mentorship of Specialists, ensuring patient-centric service across channels.

This role emphasizes hands-on leadership without direct reports, with process improvements, training collaboration, and coverage across workflows. You will maintain HIPAA compliance and partner with leadership to drive a high-quality member