Specialist, Customer Care Resolutions

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.

About the role

As a Specialist, Customer Care Resolutions at Synapse Health, you play a critical role in protecting the patient experience by resolving complex, escalated service 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 requires strong communication skills, 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 drive timely, accurate resolutions. Your work directly contributes to patient trust, provider confidence, and continuous improvement across the organization.

Responsibilities

• Respond to escalated patient, provider, and partner concerns with professionalism, empathy, and a strong sense of accountability.
• Investigate service issues thoroughly, identify root causes, and coordinate with internal teams to drive timely and effective resolutions.
• Own assigned escalations from intake through resolution, ensuring clear communication and appropriate follow-up at every stage.
• Maintain accurate, detailed documentation of interactions, actions taken, and outcomes in designated systems to support compliance and reporting.
• Collaborate cross-functionally to support smooth handoffs and fulfillment of durable medical equipment (DME) orders.
• Apply established service recovery standards, escalation protocols, and quality guidelines consistently.
• Identify recurring 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 issues impacting patient 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.

Requirements

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:

• 2+ years of experience 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.

Skills

• First Call Resolution (FCR) mindset, focused on timely, 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 to identify root 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, and maintain productive relationships with internal teams and external partners.

Pay

The pay range for this position is $21 – $25 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.

Benefits

• 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