Customer Experience Specialist
About The Position
The Customer Experience Specialist is the frontline point of contact for patients, prescribers, and partners throughout the durable medical equipment (DME) order intake and fulfillment process. The role helps ensure patient orders are handled accurately, compassionately, and efficiently, supporting a seamless experience at every interaction. Responsibilities include managing incoming order requests, verifying their accuracy and completeness, coordinating with prescribing providers when needed, and initiating timely DME delivery. The specialist works in a fast-paced, evolving environment and adapts as systems, workflows, and patient services change. This is a fully onsite position at Synapse Health's Colorado Springs, Colorado office (80919).
Requirements
- At least 2 years of high-volume customer service experience.
- Proficiency with Microsoft Office applications and ability to learn department-specific systems and technologies quickly.
- Strong organizational skills and ability to manage multiple tasks accurately and efficiently.
- Excellent verbal and written communication skills, including clear communication across multiple channels.
- Analytical and problem-solving skills to identify issues, perform audits, and resolve concerns promptly.
- Strong attention to detail and commitment to accuracy and data integrity.
- Ability to thrive in a fast-paced environment, adapt to change, and prioritize competing demands.
- Must live within commuting distance of Colorado Springs, Colorado (80919) for this fully onsite position.
Nice To Haves
- Recent customer service or order-processing experience in the healthcare equipment or durable medical equipment (DME) industry, including qualification, logistics, transitions, or related functions.
Responsibilities
- Receive, triage, and process incoming communications from multiple channels, handling requests or routing them according to established guidelines.
- Initiate intake of new orders by gathering and validating patient demographics, prescriber information, and equipment details.
- Determine whether requests are within scope and apply the appropriate intake, escalation, or follow-up workflows.
- Respond clearly, professionally, and empathetically to general inquiries about Synapse Health, its programs, and service offerings.
- Advocate for patients by working urgently to meet member needs and address barriers to care.
- Meet performance goals for productivity, call quality, member satisfaction, first call resolution, and attendance.
- Enter, update, and maintain accurate data in internal systems, tracking tools, and documentation platforms.
- Protect confidential patient health information and comply with HIPAA and organizational privacy standards.
- Partner with program leadership and senior team members on escalated requests, complex questions, and exceptions.
- Identify process gaps, inefficiencies, and recurring issues to contribute to continuous improvement.
- Perform additional duties as assigned to support team and organizational objectives.
Benefits
- Professional growth opportunities and career paths.
- Generous paid time off (PTO) to support work-life balance.
- Medical, dental, vision, short-term disability, and long-term disability insurance for full-time team members.
- 401(k) savings plan with employer matching contributions.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
