Patient Engagement Specialist

Synapse Health; Brentwood (TN); On-site; USD 28,000 - 32,000; Full time

Benefits offered by this job

Medical, dental, vision

STD/LTD insurance

401(k) with company match

Paid time off (PTO)

Job summary

Synapse Health in Brentwood, TN is seeking a Patient Engagement Specialist to drive proactive outreach with new and existing patients, guiding them through DME services with warmth and clarity.

You will conduct high-volume outbound calls, explain programs, support portal adoption, and document interactions while meeting performance goals. This onsite role emphasizes empathy, confidentiality, and collaboration with the Customer Experience team.

Qualifications

• High school diploma or equivalent required; bachelor’s degree preferred.
• 2+ years in outbound phone-based roles with measurable performance.
• Excellent phone presence and communication skills—warm, uplifting, professional, and persuasive.
• Ability to clearly explain programs and services to patients in an easy-to-understand manner.
• Strong data entry and documentation skills; can navigate multiple systems.
• Empathy and ability to engage patients with sensitivity.

Responsibilities

• Conduct high-volume outbound calls to introduce services and onboard patients.
• Support campaigns for equipment utilization, payments, and portal adoption.
• Explain Synapse Health services clearly and with empathy.
• Build trust with patients and guide them through the DME experience.
• Document all patient interactions and outcomes in internal systems.
• Meet or exceed individual and team performance goals.
• Escalate barriers to care to appropriate team members.
• Participate in coaching and training to improve skills.
• Collaborate with Customer Experience and cross-functional partners.
• Maintain HIPAA privacy standards.
• Contribute to process improvements by surfacing recurring questions.

Skills

Outbound calling

Phone-based communication

Customer service

Empathy

Data entry

Microsoft Office

Documentation

Bilingual

Education

High school diploma or equivalent

Bachelor’s degree preferred

Tools

Microsoft Office

Healthcare systems

CRM/Internal systems

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.

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 that matters.

Learnmore at SynapseHealth.com and on Synapse Health’s LinkedIn.

What We Need:

As a Patient Engagement Specialist at Synapse Health, you are a motivated, patient-centered outbound communicator who drives meaningful connections with new and existing patients. As a key member of the Customer Experience department, you will lead proactive outreach campaigns focused on equipmentutilization, payment and credit card collection, patient portal adoption, and broader engagement initiatives.

You are energized by patient interaction, passionate about helping people understand and benefit from their DME services, and motivated by measurable outcomes such as patient adoption, satisfaction, and retention. You develop trust quickly, communicate with warmth and clarity, and take ownership of your results in a fast-paced, evolving environment.

This position is fully onsite in the Synapse Health office inBrentwood, TN (37027).

What You Will Do:

• Conduct high-volume outbound calls to new Synapse Health patients to introduce services, explain DME program benefits, and ensure a smooth onboarding experience.
• Reach existing patients through targeted ad hoc campaigns, supporting initiatives such as equipmentutilizationfollow-ups, payment and credit card collection, and patient portal adoption.
• Clearly and compellingly explain Synapse Health’s services and programs, tailoring messaging to each patient’s needs and circumstances with empathy and professionalism.
• Build trust with patients during vulnerable moments in their care journey, acting as a knowledgeable and compassionate guide through their DME experience.
• Document all patient interactions, call notes, and outcomes accurately and thoroughly within internal systems and tracking tools.
• Meet or exceed individual and team performance goals, including outbound call volume, patient engagement rates, portal adoption metrics, payment collection, and quality scores.
• Identifyand elevate patient barriers to care or complex service issues, routing to appropriate team members when needed.
• Participate in ongoing coaching, call quality monitoring, and training programs to continuously improve skills and performance.
• Collaborate effectively with Customer Experience team members and cross-functional partners to ensure patients receive seamless, high-quality support.
• Maintain strict confidentiality of patient health information and consistently adhere to HIPAA and organizational privacy standards.
• Contribute to continuous improvement efforts by surfacing recurring patient questions, process gaps, or campaign insights.
• Performadditionalduties asassigned to support team and organizationalobjectives.

What You Have:

At Synapse Health,we’veintentionally built a culture rooted in kindness, collaboration, and creativity, qualities we consider essential for every team member.Additionalrequirements include:

• High school diploma or equivalent required; bachelor’s degree preferred.
• 2+yearof experience in outbound phone-based roles such as inside sales, telephonic patient engagement, customer service, fundraising, or a similar patient- or consumer-facing position with measurable performance goals.
• Demonstrated success meeting or exceeding individual call or engagement metrics.
• Outstanding phone presence and communication skills—warm, uplifting, professional, and persuasive.
• Ability to clearly explain programs and services to patients in a way that is easy to understand and engenders confidence.
• Strong data entry and documentation skills with the ability to navigate multiple computer systems simultaneously.
• Proficiencywith Microsoft Office applications and the ability to quickly learn internal systems.
• High attention to detail, strong organizational skills, and the ability to manage competing priorities effectively.
• Demonstrated empathy, compassion, and ability to engage patients with sensitivity during challenging healthcare situations.

Preferred Qualifications

• Working knowledge of the healthcare or durable medical equipment (DME) industry.
• Prior experience in patient engagement, health plan outreach, or care coordination roles.
• Bilingual or multilingual abilities.
• Familiarity with patient portal platforms or healthcare technology tools.

What Sets You Apart:

• Patient-Focused:Builds rapport quickly and consistently delivers patient-centered interactions that drive adoption and loyalty.
• Results-Driven:Motivated by measurable outcomes—patient engagement rates, portal adoption, collection success—and takes personal ownership of performance.
• Effective Communicator:Adapts messaging naturally for diverse audiences, explaining complex healthcare programs in simple, reassuring terms.
• Action-Oriented: Approaches each call with urgency, energy, and asolution-driven mindset.
• Compassionate Advocate:Demonstratesgenuine care for patients navigating challenging healthcare situations andrepresentsSynapse Health with empathy and professionalism.
• Nimble Learner:Embraces feedback and coaching, applying insights quickly to elevate performance.
• Adaptable:Responds positively to evolving campaigns, priorities, and business needs.

Compensation:

The pay range for this positionis$20– $23 per hour.This range reflects theanticipatedcompensation at the time of posting. Final compensation will be based on factors such as relevant experience,demonstratedskills, internal equity, and prevailing market conditions. Compensation discussions are encouraged throughout the hiring process.

What Sets Us Apart:

Work is a part of life,but at Synapse Health, we believe it should be meaningful and enjoyable.We’recommitted to helping our team members thrive personally and professionally, which is why our benefits include:

• Professional growth opportunitieswith 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 planwith 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 to protect yourself from scammers and to learn more about our recruitment process.

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