Customer Experience Specialist

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: As a Specialist, Customer Experience at Synapse Health, you are the frontline voice of the organization—serving as a trusted point of contact for patients, prescribers, and partners throughout the order intake and fulfillment process. You play a critical role in ensuring patient orders are processed accurately, compassionately, and efficiently, helping deliver a seamless and supportive experience during every interaction. In this role, you are responsible for managing incoming order requests, verifying accuracy and completeness, coordinating with prescribing providers as needed, and initiating timely delivery of durable medical equipment (DME). You thrive in a fast-paced, evolving environment and embrace change as Synapse Health continues to grow and enhance systems, workflows, and patient services. This position is fully onsite in the Synapse Health office in Brentwood, TN (37027). What You Will Do: Receive, triage, and process incoming communications from multiple channels, handling requests directly or routing them appropriately in accordance with established guidelines. Initiate intake of new orders by gathering and validating patient demographics, prescriber information, and equipment details to ensure accuracy and completeness. Determine whether incoming requests are within scope and apply appropriate workflows for intake, escalation, or follow-up. Respond to general inquiries regarding Synapse Health, its programs, and service offerings with clarity, professionalism, and empathy. Act as a patient advocate, working with urgency to ensure member needs are met and barriers to care are addressed promptly. Deliver a high-quality patient experience while meeting established performance goals, including productivity, call quality, member satisfaction, first call resolution, and attendance. Accurately enter, update, and maintain data within internal systems, tracking tools, and documentation platforms. Maintain strict confidentiality of patient health information and consistently adhere to HIPAA and organizational privacy standards. Partner with program leadership and senior team members to support escalated requests, complex questions, or exceptions. Contribute to continuous improvement efforts by identifying process gaps, inefficiencies, or recurring issues. Perform additional duties as assigned to support team and organizational 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 are: 2+ years of recent experience in customer service or order processing within the healthcare equipment or durable medical equipment (DME) industry, including roles in qualification, logistics, transitions, or related functions. Proficiency with Microsoft Office applications and the ability to quickly learn department-specific systems and technologies. Strong organizational skills with the ability to manage multiple tasks accurately and efficiently. Excellent verbal and written communication skills, including the ability to deliver clear, effective multi-channel communications. Analytical and problem‑solving skills to identify issues, perform audits, and resolve concerns in a timely manner. High attention to detail and a strong commitment to accuracy and data integrity. Ability to thrive in a fast-paced environment, adapt to change, and prioritize competing demands effectively. Must live within a commutable distance to Brentwood, TN (37027) as this is a fully onsite position. What Sets You Apart: Customer-Focused: Builds strong relationships and consistently delivers patient-centered solutions. Effective Communicator: Adapts messaging to meet the needs of diverse audiences across multiple communication channels. Nimble Learner: Embraces learning through experience, using feedback and outcomes to improve performance. Action-Oriented: Approaches challenges with urgency, energy, and a solutions-driven mindset. Process-Minded: Identifies opportunities to optimize workflows and contribute to continuous improvement. Tech‑Savvy: Comfortable learning and adopting new systems, tools, and technologies. Adaptable: Responds quickly and positively to changing processes, priorities, and business needs. Compensation: The pay range for this position is $17 – $21 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. Synapse Health, Inc. will never request personal or sensitive information during the recruitment process. 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