Specialist, Customer Experience

Who We Are : 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 matter s . 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. 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 <span