Patient Care Escalations Specialist

Synapse Health; United States; A distancia; USD 60.174.000 - 71.635.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Professional growth opportunities

Paid time off (PTO)

Comprehensive benefits package (med/dm

401(k) with employer matching

Descripción de la vacante

Synapse Health is seeking a Specialist, Customer Care Resolutions in the United States to protect patient experience by resolving complex, escalated service issues with empathy and urgency. You will own escalations from intake through resolution, collaborating with operations, clinical, fulfillment, and external partners, ensuring accurate documentation and compliance.

The role requires excellent communication, sound judgment, and meticulous attention to detail, with a proactive mindset for

Formación

• 2+ years in customer service, patient support, or service recovery, preferably within the DME, healthcare, or a regulated environment.
• Demonstrated experience handling escalated or complex customer concerns with professionalism and empathy.
• Strong verbal and written communication skills, including the ability to navigate sensitive or high-stakes conversations.
• Proven ability to analyze issues, resolve problems efficiently, and balance empathy with policy and process adherence.
• Proficiency with Microsoft Office and the ability to quickly learn internal systems and workflows.
• Strong organizational skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.
• A proactive mindset with a genuine passion for improving the customer and patient experience.

Responsabilidades

• Respond to escalated patient, provider, and partner concerns with professionalism, empathy, and accountability.
• Investigate service issues, identify root causes, and coordinate with internal teams for timely resolutions.
• Own assigned escalations from intake through resolution with clear communication and follow-up.
• Maintain accurate documentation of interactions, actions, and outcomes for compliance and reporting.
• Collaborate cross-functionally to support handoffs and fulfillment of DME orders.
• Apply service recovery standards, escalation protocols, and quality guidelines consistently.
• Identify recurring issues and share insights with leadership for continuous improvement.
• Communicate with vendors, prescribers, and internal stakeholders to resolve patient care issues.
• Uphold standards for service quality and regulatory compliance in every interaction.

Conocimientos

Communication skills

Empathy

Problem solving

Attention to detail

Organizational skills

Multitasking

Verbal communication

Herramientas

Microsoft Office

Descripción del empleo

Synapse Health is seeking a Specialist, Customer Care Resolutions in the United States to protect patient experience by resolving complex, escalated service issues with empathy and urgency. You will own escalations from intake through resolution, collaborating with operations, clinical, fulfillment, and external partners, ensuring accurate documentation and compliance.

The role requires excellent communication, sound judgment, and meticulous attention to detail, with a proactive mindset for