Customer Experience Specialist ($17–$21/hr)

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

Benefits offered by this job

Professional growth opportunities with

Healthy work-life balance PTO

Comprehensive benefits package, incl.

401(k) savings plan with employer

Job summary

Synapse Health is seeking a Specialist, Customer Experience to act as the frontline contact for patients, prescribers, and partners during order intake and fulfillment. You will verify details, coordinate with providers, and ensure accurate, compassionate service.

This onsite role in Colorado Springs emphasizes timely delivery of DME, patient advocacy, and adherence to privacy standards while supporting ongoing system improvements and service quality.

Qualifications

• 2+ years of experience in customer service or order processing within the healthcare equipment or DME industry.
• Proficiency with Microsoft Office applications and the ability to quickly learn department-specific systems.
• Strong organizational skills with the ability to manage multiple tasks accurately and efficiently.
• Excellent verbal and written communication skills, including multi-channel communications.
• Analytical and problem-solving skills to identify issues and resolve concerns promptly.
• High attention to detail and a strong commitment to accuracy and data integrity.
• Ability to thrive in a fast-paced environment and adapt to change.
• Must live within a commutable distance to Colorado Springs, CO (80919) as this is onsite.

Responsibilities

• Receive, triage, and process incoming communications from multiple channels, handling requests directly or routing them appropriately.
• Initiate intake of new orders by gathering and validating patient demographics, prescriber information, and equipment details.
• Determine whether incoming requests are within scope and apply appropriate workflows for intake, escalation, or follow-up.
• Respond to general inquiries regarding Synapse Health and its 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 productivity, call quality, member satisfaction, and attendance goals.
• Accurately enter, update, and maintain data within internal systems and documentation platforms.
• Maintain confidentiality of patient health information and adhere to HIPAA standards.
• Partner with leadership to support escalated requests and complex questions.
• Contribute to continuous improvement by identifying process gaps and inefficiencies.
• Perform additional duties as assigned to support team objectives.

Skills

Customer service

Order processing

Healthcare equipment

DME industry

Attention to detail

Tools

Microsoft Office

Job description

Who We Are

At Synapse Health,we'restreamlining the durable medical equipment (DME) process. We manage intake, documentation, routing, claims, billing, and patient support. Our model reshapes how DME is delivered andexperienced.

Who We Are

At Synapse Health,we'restreamlining the durable medical equipment (DME) process. We manage intake, documentation, routing, claims, billing, and patient support. Our model reshapes how DME is delivered andexperienced. 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 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.


• 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.

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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