Customer Success Specialist

SynsorMed; United States; Remote; USD 60.000 - 82.000; Vollzeit

Zusammenfassung

SynsorMed is a remote care services provider seeking a results-driven professional to lead practice onboarding and ramp, ensuring practices have what they need and consistent touchpoints. You will drive patient enrollment growth within signed practices, with ambitious targets and close collaboration with sales teams.

Establish service standards for responsiveness and empathy, monitor CSAT/NPS, and implement improvement initiatives.

Qualifikationen

• Knowledge of Remote Care programs like RPM, CCM, PCM, etc is a Plus
• Understand clinicians and how practices operate, so this is not a heavy operational learning curve for you
• Have a startup mentality. Every practice is unique, and you need to be comfortable building the path as you go
• Communicate clearly and build trust with physicians who move slowly until they understand the value
• Live our core values, listed below. We hire for them, and we hold every teammate to them.

Aufgaben

• Own practice onboarding and ramp, ensuring they have what they need and touchpoints are consistent.
• Drive patient enrollment growth inside signed practices; target 400–500 new patients in a couple of months.
• Establish service standards for responsiveness, professionalism, and empathy.
• Monitor client and patient satisfaction metrics (CSAT, NPS) and drive improvements.
• Collaborate with Sales/Account Management to support onboarding, relationship management, and issue resolution.
• Create feedback loops to share customer insights with leadership and drive continuous improvement.
• Diagnose why a practice moves slowly and remove obstacles in recruitment, EMR access, or communication.

Jobbeschreibung

SynsorMed is a trusted provider of Remote Care Services (RCaS), helping healthcare organizations deliver high-quality care beyond the traditional office setting. The company’s expert clinicians manage all aspects of remote care, reducing administrative burden and freeing up time for care teams to focus on patients. SynsorMed’s solutions are designed to enhance operational efficiency while generating additional financial returns for healthcare organizations. By integrating remote care into existing workflows, SynsorMed supports better patient outcomes and more sustainable care models. Learn more at www.synsormed.com.

What you will do

• Own practice onboarding and ramp, especially the critical first month, by walking each practice through everything, making sure they have what they need, responding quickly, and keeping consistent touch points.
• Drive patient enrollment growth inside signed practices. The bar is real: we have taken a practice from roughly 50 patients to 1,000 in 90 days, and we expect most practices to add 400 to 500 patients within about two months.
• Establish service standards for responsiveness, professionalism, and empathy.
• Monitor client and patient satisfaction metrics (e.g., CSAT, NPS) and implement improvement initiatives.
• Collaborate with Sales/Account Management to support provider onboarding, relationship management, and issue resolution.
• Create feedback loops to share customer insights with leadership and drive continuous improvement.
• Diagnose why a practice is moving slowly and remove the obstacle, whether that is recruitment, the wrong people, EMR or technology access delays, or a communication gap.
• Make sure the right people inside the practice are aligned. Often the practice admin is the contact, but the physician needs to see the revenue and value directly. You will get in front of the decision maker, in person when needed, to keep them confident in the program.
• Be Johnny on the spot. Responsive, proactive, and willing to say “I will be down there Thursday, let’s figure it out.”

Criteria

• Knowledge of Remote Care programs like RPM, CCM, PCM, etc is a Plus
• Understand clinicians and how practices operate, so this is not a heavy operational learning curve for you.
• Have a startup mentality. Every practice is unique, and you need to be comfortable building the path as you go.
• Communicate clearly and build trust with physicians who, understandably, move slowly until they understand the value.
• Live our core values, listed below. We hire for them, and we hold every teammate to them.

Our core values

Everyone at SynsorMed is expected to adhere to our core values. They shape how we hire, how we work, and how we measure ourselves. If this does not fit, do not apply

High Flexibility with High Accountability.

We do not track hours. We track outcomes. You decide when and where you work, and you own the result either way. We say we need you to get to LA from FL, you choose if it’s plane, train, or car. Flexibility is what we give you. Accountability is what you give back. The two only work together, and at SynsorMed you get both or neither.

Expansion Mindset.

Every problem has a version of the answer that grows the business and a version that just closes the ticket. We look for the first one. That means asking what else this patient needs, what else this practice could run, or what else this process could support at ten times the volume. It also means pushing yourself to be 1% better every day. What skills did you develop, or what new book did you read to improve your job performance? We build for the company we are becoming, not the one we were last quarter.

Collaborative Environment.

Care delivery does not happen in a single seat. Clinical, billing, engineering, and customer success all touch the same patient, and the handoff between them is where the value is either created or lost. We share context early, we ask before we assume, and we treat a teammate’s problem as our own. No silos, no hoarding, no waiting to be asked.

Accelerated Adaptability.

CMS changes the rules. Practices change their priorities. Technology changes what is possible. We move faster than the change hits us. That means learning new tools without a training budget, rewriting a workflow the week it stops working, and treating “this is how we have always done it” as a warning sign rather than a defense.

Integrity.

We tell practices the truth about their numbers, we tell patients the truth about their care, and we tell each other the truth about our work. If a claim is wrong, we say so. If a metric is soft, we do not put it in a deck. If we made a mistake, we name it and fix it. Our entire model runs on trust, and trust is only worth what our honesty is worth.

Logistics and travel - This is a remote role. There is no requirement to commute to an office. Some travel to practice sites will be required depending on the opportunity (we have clients across the country, including Miami, California, DC, and the Midwest), and travel is compensated.

TOTAL COMPENSATION: $71,200 ($63,600 base salary + 12% target performance bonus of up to $7,632, paid semiannually)