Customer Experience Manager - Newton, IA

Synapse Health • Newton, IA

1d • Onsite

About The Position

The Manager, Customer Experience is a cross-functional people leader responsible for overseeing frontline Customer Experience operations and ensuring a consistent, high-quality experience for members, prescribers, and vendor partners. This role leads teams who serve as the primary voice of Synapse Health, interacting directly with patients, physicians, and downstream vendors to support order creation, documentation, education, and issue resolution. The Manager partners closely with DME Operations and cross-functional leaders to drive operational excellence across the order lifecycle, balancing efficiency, accuracy, compliance, and empathy. This role plays a critical part in translating customer experience strategy into daily execution while developing leaders and teams in a fast-paced, highly regulated environment. This position is fully onsite in the Synapse Health office in Newton, Iowa (50208).

Requirements

• 4+ years of experience in the healthcare and/or durable medical equipment (DME) industry, with at least 2 years in a management or leadership role within customer service, intake, or a related operational setting.
• Strong background in customer service operations, with a proven ability to lead teams delivering high-quality, patient-centered experiences.
• Demonstrated people leadership skills, including coaching, performance management, and team development.
• Strong analytical and problem-solving abilities, with experience identifying inefficiencies and implementing process improvements.
• Excellent verbal and written communication skills, with the ability to manage difficult conversations professionally and effectively.
• Proficiency in MS Office and comfort learning department-specific systems and customer experience platforms.
• Strong organizational and time-management skills, with the ability to prioritize competing demands.
• Ability to adapt to change and thrive in fast-paced, evolving environments.
• Must live within a commutable distance to Newton, Iowa (50208) as this is a fully onsite position.

Nice To Haves

• Clear Communicator: Effectively shares information across teams and stakeholders, ensuring alignment and understanding.
• Customer Experience Champion: Passionate about meeting and exceeding customer expectations through proactive, empathetic service.
• People-First Leader: Builds trust, develops talent, and motivates teams to achieve shared goals.
• Operationally Strong: Balances quality, efficiency, and compliance while driving continuous improvement.
• Dependable & Accountable: Demonstrates consistency, integrity, and follow-through in all responsibilities.

Responsibilities

• Lead and manage supervisors responsible for guiding Customer Experience and Order Intake Specialists through daily operations, including new and recurring order creation.
• Provide hands-on leadership and accountability for frontline teams handling high-volume inbound calls, portal and fax orders, data entry, customer inquiries, and issue resolution.
• Partner cross-functionally with DME Operations leadership to drive process improvements and operational efficiencies across the Order Management lifecycle.
• Oversee teams responsible for gathering and validating required documentation from referral sources, prescribers, and patients to meet insurance guidelines, including authorizations, prescriptions, and co-payment collection.
• Collaborate with downstream vendors and internal fulfillment partners to ensure timely, accurate delivery coordination and resolution of delivery-related issues.
• Monitor and manage team performance against key metrics (e.g., productivity, quality, accuracy, service levels), providing coaching and corrective action as needed.
• Partner closely with Workforce Planning to ensure appropriate staffing, scheduling, and coverage while supporting training, onboarding, and team meetings.
• Foster a customer-centric culture that emphasizes empathy, accountability, and proactive problem-solving.
• Ensure patient confidentiality and adherence to HIPAA and internal compliance standards in all interactions and workflows.
• Accomplish team results by setting clear expectations, planning and monitoring performance, coaching and developing employees, and enforcing policies, procedures and productivity standards.
• Identify operational risks and escalate issues appropriately, contributing insights and recommendations to leadership.
• Perform other duties as assigned to support Customer Experience and operational objectives.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed