Specialist, Customer Care Resolutions

Synapse Health; United States; Remote; USD 60,174,000 - 71,635,000; Full time

Benefits offered by this job

Professional growth opportunities

Paid time off (PTO)

Comprehensive benefits package (med/dm

401(k) with employer matching

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Communication skills

Empathy

Problem solving

Attention to detail

Organizational skills

Multitasking

Verbal communication

Tools

Microsoft Office

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 thatmatters****.

Learnmore at_SynapseHealth.comand onSynapse Health’s LinkedIn._

What We Need:

As a Specialist, Customer Care Resolutions __at Synapse Health, you play a critical role in protecting thepatientexperience by resolving complex,escalatedservice issues with empathy, urgency, and precision. You are a frontline problem-solver who takes ownership of sensitive situations, ensuring concerns are addressed efficiently while upholding Synapse Health’s commitment to compassionate care, regulatory compliance, and operational excellence.

This role requiresstrong communicationskills, sound judgment, and exceptional attention to detail. You will work across multiple teams—including operations, clinical, fulfillment, and external partners to navigate complex workflows and drivetimely,accurateresolutions. Your work directly contributes to patient trust, provider confidence, and continuous improvement across the organization.

What You Will Do:

• Respond toescalatedpatient, provider, and partner concerns with professionalism, empathy, anda strong senseof accountability.
• Investigate service issues thoroughly,identifyroot causes, and coordinate with internal teams to drivetimelyand effective resolutions.
• Own assigned escalations from intake through resolution, ensuring clear communication andappropriate follow-upat every stage.
• Maintainaccurate, detailed documentation of interactions, actions taken, and outcomes in designated systems to support compliance and reporting.
• Collaborate cross-functionallyto support smooth handoffs and fulfillment of durable medical equipment (DME) orders.
• Apply established service recovery standards, escalation protocols, and quality guidelines consistently.
• Identifyrecurring issues, trends, or process gaps and share insights with leadership to support continuous improvement initiatives.
• Communicate effectively with vendors, prescribers, and internal stakeholders to resolve issuesimpactingpatient care and service delivery.
• Uphold Synapse Health’s standards for service quality, patient experience, and regulatory compliance in every interaction.

Note: These responsibilities reflect the general nature and scope of the role but are not exhaustive. Responsibilities may evolve to meet changing business needs.

**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:

• 2+ years of experiencein 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.
• Proficiencywith 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 customerand patient experience.

What Sets You Apart:

• First Call Resolution (FCR) mindset, focused ontimely,accurate, and effective resolution whenever possible.
• Ability to remain calm, adaptable, and solution-oriented in a dynamic, fast-paced environment.
• Strong problem-solving skills, with the ability toidentifyroot causes and recommend sustainable solutions to prevent repeat issues.
• High emotional intelligence and a patient-first approach to service recovery.
• Proven ability to build trust, foster collaboration, andmaintainproductive relationships with internal teams and external partners.

Compensation:

The pay range for this position is$21 – $25per 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 the Careers Page for more information to protect yourself from scammers and to learn more about our recruitment process.

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