Customer Experience Team Lead ($23.85$29.81/hr)

Customer Experience Team Lead

Onsite - Colorado Springs, CO - 80919

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.

As a Team Lead, Customer Experience at Synapse Health, you serve as both a senior individual contributor and a day-to-day leader within the Customer Experience team. You are the voice of the organization for patients, prescribers, and partners, ensuring orders are processed accurately, compassionately, and efficiently while supporting a consistent, high-quality member experience.

In this role, you maintain hands-on responsibility for intake and order processing while mentoring and coaching Specialists, supporting onboarding and training efforts, and contributing to process improvement initiatives. Although this position does not have direct reports, it carries meaningful leadership influence and is considered a strong pipeline role for future people-management positions.

This position is fully onsite in the Synapse Health office in Colorado Springs, CO (80919).

Receive, triage, and process incoming communications from multiple channels, handling requests directly or routing them according to established intake workflows.

Initiate and process new orders by collecting and validating patient demographics, prescriber information, and equipment details to ensure accuracy and completeness.

Communicate with ordering physicians and provider offices as needed to clarify orders or obtain missing information.

Respond to general inquiries regarding Synapse Health programs, services, and order status with professionalism and empathy.

Act with urgency and advocacy to ensure patient and member needs are addressed promptly.

Meet or exceed established performance goals, including productivity, call quality, member satisfaction, first call resolution, and attendance.

Serve as a subject matter expert within the Intake team, assisting Specialists with complex cases or workflow questions.

Mentor and coach Specialists through side-by-side support, feedback, and knowledge sharing.

Partner with Training and Quality teams to support onboarding, training, and ongoing skill development for new and existing team members.

Cross-train in additional workflows to provide coverage and continuity across the department as needed.

Partner with program leadership to support escalated requests, complex questions, or operational issues.

Participate in an on-call rotation to support after-hours member requests.

Maintain strict confidentiality of patient health information and adhere to HIPAA and organizational privacy standards.

Perform additional duties as assigned to support departmental and organizational objectives.

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, intake, call center operations, or similar healthcare environments.

Associate degree or equivalent experience required; Bachelor's degree preferred.

Strong customer service orientation with a patient-first mindset.

Proficiency in Microsoft Office applications and the ability to quickly learn department- and role-specific systems.

Excellent verbal and written communication skills, including the ability to guide, influence, and support peers.

Strong analytical and problem-solving skills, with demonstrated ability to resolve complex customer concerns.

Proven experience building positive relationships with patients, providers, vendors, and internal partners.

Ability to thrive in a fast-paced, evolving environment and adapt to changing processes, technologies, and priorities.

Must live within a commutable distance to Colorado Springs, Colorado (80919) as this is a fully onsite position.

Strategic Thinker: Understands intake workflows holistically and anticipates downstream impacts.

Adaptable Leader: Embraces change and continuously look for ways to improve efficiency and patient experience.

Analytical: Breaks down complex problems and translates insights into practical solutions.

Sound Decision-Maker: Balances patient needs with operational requirements in complex situations.

Leadership Excellence: Motivates, mentors, and influences others to achieve strong individual and team performance.

Tech-Savvy: Comfortable adopting and promoting new tools and technologies.

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.

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.