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Who We Are:
With the collective efforts of our epic team members, we’re trailblazing a new path in the DME industry. Synapse Health was founded in 2016 with a goal to fix the fractured DME ecosystem and completely transform the industry. Built on decades of industry and leadership experience, we’ve launched tech-based solutions that eliminate age-old DME headaches, resulting in a seamless experience for all. We are proud to offer work that matters, on a mission that matters.
Intrigued? Learn more at SynapseHealth.com and on Synapse Health’s LinkedIn.
What We Need:
As a Customer Care Specialist at Synapse Health, you will serve as the voice of our organization—interacting directly with patients, providers, payors, and vendor partners. This role is essential in ensuring that all patient and order-related processes are completed accurately, efficiently, and with compassion. You’ll handle a variety of responsibilities, including processing orders, maintaining medical documentation, facilitating transitions, and coordinating logistics, all while delivering exceptional customer service.
Synapse Health is seeking Specialists who can work cross-functionally across several key teams:
- Intake: The Intake team drives the member experience and serves as the first point of contact. Specialists on this team interact directly with patients, physicians, and our vendor network to initiate and support care.
- Qualifications: This team is responsible for qualifying patients for durable medical equipment (DME). Specialists verify insurance coverage and gather the necessary documentation to ensure orders can be fulfilled in compliance with payer requirements.
- Fulfillment: Fulfillment Specialists ensure that DME orders are accurately processed and delivered. They collaborate with downstream vendors to confirm receipt of orders and ensure documentation meets Synapse Health’s standards and standard operating procedures.
- Member Transitions: This team facilitates smooth transitions for patients by coordinating with vendors in Synapse Health’s network. Specialists ensure continuity of care as patients move between providers.
- Resupply Team: Specialists on the Resupply team ensure that recurring orders meet payer and regulatory requirements before fulfillment. This includes specialized areas such as Diabetes/CGM resupply and document chasing.
- Customer Resolutions: This team oversees the escalation process, collaborating with cross-functional teams, and ensuring effective and efficient resolutions for both patients and internal stakeholders.
What You Will Do:
- Manage and process patient orders, including obtaining necessary patient demographics, prescriber information, insurance verification, and qualifying documentation, ensuring accuracy and timeliness.
- Respond to inquiries from patients, prescribers, providers, and vendors through multiple communication channels (phone, email, chat, etc.), ensuring a clear understanding of their needs and delivering resolutions with a sense of urgency.
- Work closely with prescribers, vendors, payors, and other team members to ensure seamless transitions, timely order fulfillment, and efficient resolution of escalated concerns.
- Ensure that all necessary documentation is gathered and properly recorded in compliance with regulatory guidelines (HIPAA, insurance requirements, etc.), while conducting routine audits to maintain data accuracy.
- Deliver a high-quality patient experience by meeting established performance goals, including call quality, member satisfaction, first-call resolution, productivity, and attendance.
- Manage escalated requests or complex inquiries, utilizing problem-solving skills to resolve issues effectively and advocate for the patient’s needs.
- Facilitate smooth transitions for members, coordinating with external vendors for equipment delivery, resupplies, pickups, and returns. Ensure timely and accurate fulfillment in line with patient care requirements.
- Actively engage in ongoing learning, contributing to the refinement of processes and the adoption of new technologies. Assist in cross-functional projects aimed at improving the customer experience and operational efficiencies.
- Participate in an on-call rotation for after-hours member requests, providing support outside regular business hours when needed.
What You Have:
At Synapse Health we’ve intentionally built a culture of kindness, collaboration and creativity, and we consider those qualities to be table stakes for any new team member. Additional requirements include:
- At least 2 years of experience in customer service roles within the healthcare or durable medical equipment (DME) industry, particularly related to order intake, patient transitions, logistics, or qualification.
- Proficient in MS Office applications and the ability to quickly learn department and job-specific software systems. Tech-savvy with the ability to adapt to new technologies.
- Excellent verbal and written communication skills with the ability to develop and deliver multi-channel communications clearly and effectively.
- Strong analytical abilities to identify issues, perform audits, and resolve problems in a timely manner. High attention to detail and accuracy.
- A deep commitment to building strong customer relationships and providing compassionate, solution-oriented support.
- Ability to thrive in a fast-paced environment, adapt to changes, and prioritize competing demands effectively.
- Availability to work between 8 AM - 8 PM EST, with potential for participation in an on-call rotation.
What Sets You Apart:
- Customer Focus: Passionate about delivering customer-centric solutions and building lasting relationships.
- Action-Oriented: High energy, urgency, and enthusiasm in taking on challenges and new opportunities.
- Collaborative: Willingness to work with internal and external partners to improve processes and enhance the patient's experience.
- Adaptability: Quick to adapt to changing environments, processes, and technologies to continuously improve performance.
- Detail-Oriented: Exceptional attention to detail, ensuring that all patient and order documentation is accurate and up-to-date.
What Sets Us Apart:
- Professional growth opportunities with compelling career paths
- Healthy work-life balance culture with paid time off (PTO)
- Medical, dental and vision insurance for full-time team members
- 401K savings plan with employer contribution match
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. Please see our Careers page for more information on how to protect yourself from scammers and to learn more about our recruitment process.
