Customer Care Specialist - Qualifications

Synapse Health•Colorado Springs, CO

13d•$17 - $21•Onsite

About The Position

Synapse Health is hiring a Customer Care Specialist to serve as a point of contact for patients, providers, payors, and vendor partners. The role supports accurate and timely completion of patient- and order-related processes, including order processing, medical documentation, transitions, and logistics, while providing compassionate, high-quality customer service. The position is onsite five days a week in Colorado Springs, Colorado, and requires availability to work between 8 AM and 8 PM EST, with potential participation in an after-hours on-call rotation.

Requirements

At least 2 years of customer service experience in healthcare or the durable medical equipment (DME) industry, particularly related to qualifications.
Proficiency in MS Office applications and the ability to quickly learn department- and job-specific software systems.
Technology savvy and able to adapt to new technologies.
Excellent verbal and written communication skills, including the ability to communicate clearly and effectively across multiple channels.
Strong analytical abilities to identify issues, conduct audits, and resolve problems promptly.
High attention to detail and accuracy.
Commitment to building strong customer relationships and providing compassionate, solution-oriented support.
Ability to thrive in a fast-paced environment, adapt to change, and prioritize competing demands.
Availability to work between 8 AM and 8 PM EST, with potential participation in an on-call rotation.
Kindness, collaboration, and creativity.

Nice To Haves

Customer-focused approach to providing solutions and building lasting relationships.
High energy, urgency, and enthusiasm in taking on challenges and new opportunities.
Willingness to collaborate with internal and external partners to improve processes and the patient experience.
Adaptability to changing environments, processes, and technologies.
Exceptional attention to detail in maintaining accurate, up-to-date patient and order documentation.

Responsibilities

Manage and process patient orders, obtaining patient demographics, prescriber information, insurance verification, and qualifying documentation while ensuring accuracy and timeliness.
Respond to inquiries from patients, prescribers, providers, and vendors through phone, email, chat, and other communication channels, clarifying needs and providing timely resolutions.
Coordinate with prescribers, vendors, payors, and internal team members to support seamless transitions, timely order fulfillment, and resolution of escalated concerns.
Gather and record required documentation in compliance with regulatory guidelines, including HIPAA and insurance requirements, and conduct routine audits to maintain data accuracy.
Meet performance goals for call quality, member satisfaction, first-call resolution, productivity, and attendance.
Manage escalated requests and complex inquiries, using problem-solving skills and advocating for patient needs.
Coordinate with external vendors for equipment delivery, resupplies, pickups, and returns to ensure timely and accurate fulfillment of patient care requirements.
Participate in ongoing learning, help refine processes and adopt new technologies, and assist with cross-functional projects to improve customer experience and operational efficiency.
Participate in an on-call rotation for after-hours member requests when needed.