Customer Experience Specialist ($17–$21/hr)

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.   This position is fully onsite in the Synapse Health office in  Colorado Springs, Colorado (80919) .   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 include:   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 Colorado Springs, CO (80919) 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 compe