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

What We Need

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.

• Maintain hands-on responsibility for intake and order processing
• Mentor and coach Specialists, supporting onboarding and training efforts
• Contribute to process improvement initiatives

What You Will Do

• Receive, triage, and process incoming communications from multiple channels
• Initiate and process new orders by collecting and validating patient demographics, prescriber information, and equipment details
• 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

What You Have

• 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

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.