Onsite Patient Experience Specialist — DME Support

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

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.