Customer Experience Specialist

Synapse Health; Colorado Springs (CO); Presencial; USD 23.000 - 29.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical, dental, vision insurance

401(k) with employer matching

Paid time off

Descripción de la vacante

Synapse Health in Colorado Springs, CO is seeking a Specialist, Customer Experience to be the frontline voice for patients, prescribers, and partners. You will handle order intake, verify details, and coordinate deliveries of DME with care and efficiency.

The role is fully onsite at the Colorado Springs office and requires 2+ years in high-volume healthcare customer service. We value empathy, accuracy, and strong communication across channels.

Formación

• 2+ years of high-volume customer service experience within healthcare equipment or DME is preferred.
• Proficiency with Microsoft Office applications and ability to learn department systems quickly.
• Strong organizational skills to manage multiple tasks accurately and efficiently.
• Excellent verbal and written communication, with clear multi-channel delivery.
• Analytical and problem-solving skills to identify issues and resolve concerns promptly.
• High attention to detail and data integrity.
• Ability to thrive in a fast-paced environment and adapt to change.

Responsabilidades

• Receive, triage, and process incoming communications across channels.
• Gather and validate patient demographics, prescriber information, and equipment details.
• Determine scope of requests and apply appropriate intake workflows.
• Respond to inquiries about Synapse Health, programs, and services with professionalism.
• Act as a patient advocate to meet member needs and address barriers to care.
• Deliver high-quality patient experience while meeting productivity and service goals.
• Enter, update, and maintain data in internal systems and documentation tools.
• Maintain HIPAA confidentiality and privacy standards.
• Collaborate with leadership to support escalated requests and complex questions.
• Identify process gaps and contribute to continuous improvement initiatives.
• Perform additional duties to support team objectives.

Conocimientos

Customer service

Order processing

Healthcare equipment

HIPAA compliance

Multi-channel communication

Data entry

Herramientas

Microsoft Office

Descripción del empleo

Who We Are

Synapse exists to make DME simpler and more connected for everyone involved, from patients and providers to health plans and suppliers. Through our technology platform, we make sure patients receive the right product, at the right time, in the right amount. We've reached real scale, but there's still a lot left to build, which means the work here has visible impact, not incremental polish.

Who We Are

Synapse exists to make DME simpler and more connected for everyone involved, from patients and providers to health plans and suppliers. Through our technology platform, we make sure patients receive the right product, at the right time, in the right amount. We've reached real scale, but there's still a lot left to build, which means the work here has visible impact, not incremental polish.

In this role, you're the direct connection between patients, providers, and health plans, and the impact is tangible and immediate. Your input shapes how things run day to day, and from first touch to delivery, you'll help earn the trust of every patient we serve.

Since2016,with decades of industry and leadership experience,we'vedelivered tech-based solutions that help our partners to modernize operations, improve coordination, and reduce administrative burdens. By taking on operational and financial complexity,we'reredefining how DME works for providers, prescribers, and patients.We are proud to offer work that matters, on a mission thatmatters.

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

What We Need:

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.

This position is fully onsite in the Synapse Health office in Colorado Springs, Colorado (80919).

What You Will Do:

• 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.

What You Have:

Requirements

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 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.
• Must live within a commutable distance to Colorado Springs, CO (80919) as this is a fully onsite position.

What Sets You Apart:

• 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.

What Sets Us Apart:

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

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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