Patient Care Resolution Specialist

Synapse Health; Irving (TX); On-site; USD 29,000 - 34,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

STD/LTD insurance

401(k) with employer matching

Paid time off

Job summary

Synapse Health is seeking a Specialist, Customer Care Resolutions to protect patient experience by resolving complex service issues with empathy and precision. You will work across operations, clinical, fulfillment, and external partners to ensure timely, accurate resolutions and maintain compliant documentation.

This onsite role in Irving, TX requires strong communication, judgment, and detail orientation to support ongoing patient trust and provider confidence while upholding regulatory

Qualifications

• 2+ years in customer service, patient support, or service recovery, preferably in DME/healthcare/regulatory settings.
• Strong verbal and written communication skills for sensitive conversations.
• Ability to analyze issues, resolve problems efficiently, and balance empathy with policy adherence.
• Proficiency with Microsoft Office and quick learning of internal systems.

Responsibilities

• Respond to escalated patient, provider, and partner concerns with professionalism and accountability.
• Investigate service issues, identify root causes, coordinate with internal teams for timely resolutions.
• Own escalations from intake to resolution with clear communication and follow-up.
• Maintain accurate documentation of interactions and outcomes for compliance and reporting.
• Collaborate across operations, clinical, fulfillment, and external partners to ensure smooth DME order handoffs.
• 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 stakeholders to resolve issues impacting patient care.

Skills

Customer support

Escalation handling

Communication

Problem solving

Tools

Microsoft Office

Job description

Synapse Health is seeking a Specialist, Customer Care Resolutions to protect patient experience by resolving complex service issues with empathy and precision. You will work across operations, clinical, fulfillment, and external partners to ensure timely, accurate resolutions and maintain compliant documentation.

This onsite role in Irving, TX requires strong communication, judgment, and detail orientation to support ongoing patient trust and provider confidence while upholding regulatory