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

Synapse Health • Newton, IA

8d • $17 - $21 • Onsite

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 supports accurate, compassionate, and efficient order processing and helps provide a seamless, supportive experience during each interaction.

The specialist manages incoming order requests, verifies their accuracy and completeness, coordinates with prescribing providers when needed, and initiates timely DME delivery. This is a fully onsite position at Synapse Health’s office in Newton, Iowa (50208).

Requirements

• At least 2 years of recent customer service or order processing experience in the healthcare equipment or durable medical equipment (DME) industry, including qualification, logistics, transitions, or related functions.
• 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, effective communication across multiple channels.
• Analytical and problem-solving skills to identify issues, perform audits, and resolve concerns in a timely manner.
• High 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 a commutable distance of Newton, Iowa (50208), because the position is fully onsite.

Nice To Haves

• Customer-focused approach and ability to build strong relationships and deliver patient-centered solutions.
• Ability to adapt communication for diverse audiences and multiple channels.
• Willingness to learn from experience, feedback, and outcomes to improve performance.
• Urgent, energetic, solutions-driven approach to challenges.
• Interest in optimizing workflows and contributing to continuous improvement.
• Comfort learning and adopting new systems, tools, and technologies.
• Ability to respond positively to changing processes, priorities, and business needs.

Responsibilities

• Receive, triage, and process incoming communications across 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 incoming requests are within scope and apply 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 addressing member needs and barriers to care promptly.
• Deliver a high-quality patient experience while meeting performance goals for productivity, call quality, member satisfaction, first-call resolution, and attendance.
• Enter, update, and maintain data in internal systems, tracking tools, and documentation platforms.
• Protect confidential patient health information and follow HIPAA and organizational privacy standards.
• Partner with program leadership and senior team members on escalated requests, complex questions, or exceptions.
• Identify process gaps, inefficiencies, or recurring issues and contribute to continuous improvement efforts.

Benefits

• Professional growth opportunities with career paths.
• Generous paid time off (PTO).
• Medical insurance for full-time team members.
• Dental insurance for full-time team members.
• Vision insurance for full-time team members.
• Short-term disability (STD) and long-term disability (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: Entry Level
• Education Level: No Education Listed