Team Lead, Resupply - High Acuity

Synapse Health; Easley (SC); On-site; USD 33,000 - 41,000; Full time

Benefits offered by this job

Professional growth opportunities

Healthy PTO and work-life balance

Comprehensive benefits package (health

401(k) employer match

Job summary

Synapse Health is seeking a Team Lead, Resupply - High-Acuity to oversee day-to-day resupply operations, ensure eligibility, and drive accurate, compliant order processing.

You will bridge Specialists and leadership, coach staff, monitor workflow health, and identify improvement opportunities in a fast-paced healthcare setting.

Qualifications

• 4+ years in healthcare or DME industry, including customer service or call center operations.
• Proficiency in Microsoft Office and ability to quickly learn department- and role-specific software systems.
• Excellent verbal and written communication skills, including the ability to influence, guide, and support peers.
• Strong analytical and problem-solving skills to identify issues, assess impact, and recommend solutions.
• Demonstrated experience delivering exceptional customer service and maintaining positive relationships with patients, providers, and vendors.

Responsibilities

• Support daily resupply operations by coordinating intake, qualification, and order processing activities.
• Ensure team members consistently follow standardized resupply workflows and comply with company policies, payer requirements, and regulatory guidelines.
• Monitor individual and team progress, identifying workflow bottlenecks, capacity issues, or performance risks.
• Serve as a first point of escalation for complex or unclear resupply scenarios, providing guidance and direction to Specialists.
• Provide on-the-job coaching and real-time support, answering process-related questions, and assisting with troubleshooting.
• Support onboarding, training, and ongoing skill development for new and existing team members.
• Partner with the Manager or Director of Resupply to communicate team needs, workflow gaps, trends, and opportunities for improvement.
• Perform regular quality checks on documentation and orders to ensure accuracy, completeness, and eligibility prior to fulfillment.
• Assist with basic reporting and tracking of operational metrics, such as order volume, turnaround time, and qualification accuracy.
• Collaborate with other Team Leads, Specialists, and cross-functional partners to maintain efficient and reliable resupply workflows.
• Model professionalism, accountability, and patient-centered service, contributing to a positive and engaged team culture.
• Perform additional duties as assigned to support team and operational objectives.

Skills

Communication

Analytical thinking

Customer service

Problem solving

Tools

Microsoft Office

Job description

At Synapse Health, we're streamlining the durable medical equipment (DME) process. We manage intake, documentation, routing, claims, billing, and patient support. Our model reshapes how DME is delivered and experienced.

Since 2016, with decades of industry and leadership experience, we've delivered tech-based solutions that help our partners to modernize operations, improve coordination, and reduce administrative burdens. By taking on operational and financial complexity, we're redefining how DME works for providers, prescribers, and patients. We are proud to offer work that matters, on a mission that matters.

Learn more at SynapseHealth.com and on Synapse Health’s LinkedIn.

What We Need:

The Team Lead, Resupply - High-Acuity, plays a key leadership role in supporting the day-to-day execution of Synapse Health’s resupply operations. This position ensures patients meet eligibility requirements, and that resupply orders are processed accurately, efficiently, and in compliance with organizational and regulatory standards.

As a Team Lead, you combine hands-on operational expertise with people leadership—providing real-time guidance, monitoring workflow health, and supporting team performance. You serve as a bridge between Specialists and leadership, helping streamline processes, surface issues early, and foster a culture of accountability, collaboration, and continuous improvement.

What You Will Do:

• Support daily resupply operations by coordinating intake, qualification, and order processing activities.
• Ensure team members consistently follow standardized resupply workflows and comply with company policies, payer requirements, and regulatory guidelines.
• Monitor individual and team progress throughout the day, identifying workflow bottlenecks, capacity issues, or performance risks.
• Serve as a first point of escalation for complex or unclear resupply scenarios, providing guidance and direction to Specialists.
• Provide on-the-job coaching and real-time support, answering process-related questions, and assisting with troubleshooting.
• Support onboarding, training, and ongoing skill development for new and existing team members.
• Partner closely with the Manager or Director of Resupply to communicate team needs, workflow gaps, trends, and opportunities for improvement.
• Perform regular quality checks on documentation and orders to ensure accuracy, completeness, and eligibility prior to fulfillment.
• Assist with basic reporting and tracking of operational metrics, such as order volume, turnaround time, and qualification accuracy.
• Collaborate with other Team Leads, Specialists, and cross-functional partners to maintain efficient and reliable resupply workflows.
• Model professionalism, accountability, and patient-centered service, contributing to a positive and engaged team culture.
• Perform additional duties as assigned to support team and operational objectives.

What You Have:

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

• 4+ years of experience in healthcare or the durable medical equipment (DME) industry, including customer service, call center operations, or similar healthcare environments.
• Proficiency in Microsoft Office applications and the ability to quickly learn department- and role-specific software systems.
• Excellent verbal and written communication skills, including the ability to influence, guide, and support peers.
• Strong analytical and problem-solving skills to identify issues, assess impact, and recommend solutions.
• Demonstrated experience delivering exceptional customer service and maintaining positive relationships with patients, providers, and vendors.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing processes, technologies, and customer needs.

What Sets You Apart:

• Strategic Thinker: Sees the broader resupply workflow and anticipates downstream impacts.
• Adaptable Leader: Embraces change and continuously seeks ways to improve efficiency and patient experience.
• Analytical: Breaks down complex problems and translates insights into actionable improvements.
• Sound Decision-Maker: Balances patient needs with operational priorities in complex situations.
• Leadership Excellence: Motivates, supports, and guides team members to achieve strong performance.
• Tech-Savvy: Comfortable learning and adopting new tools and technologies.

Compensation:

The pay range for this position is $23.85 – $29.81 per hour. This range reflects the anticipated compensation at the time of posting. Final compensation will be based on factors such as relevant experience, demonstrated skills, 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’re committed to helping our team members thrive personally and professionally, which is why our benefits include:

• Professional growth opportunities with 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 plan with 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.