Team Lead, Customer Experience

Synapse Health • Newton, IA

7h • $24 - $30 • Onsite

About The Position

As a Team Lead, Customer Experience at Synapse Health, you serve as both a senior individual contributor and a day-to-day leader within the Customer Experience team. You are the voice of the organization for patients, prescribers, and partners, ensuring orders are processed accurately, compassionately, and efficiently while supporting a consistent, high-quality member experience.
In this role, you maintain hands-on responsibility for intake and order processing while mentoring and coaching Specialists, supporting onboarding and training efforts, and contributing to process improvement initiatives. Although this position does not have direct reports, it carries meaningful leadership influence and is considered a strong pipeline role for future people-management positions.
This position is fully onsite in the Synapse Health office in Newton, Iowa (50208).

Requirements

• 4+ years of experience in healthcare or the durable medical equipment (DME) industry, including customer service, intake, call center operations, or similar healthcare environments.
• Associate degree or equivalent experience required; Bachelor’s degree preferred.
• Strong customer service orientation with a patient-first mindset.
• Proficiency in Microsoft Office applications and the ability to quickly learn department- and role-specific systems.
• Excellent verbal and written communication skills, including the ability to guide, influence, and support peers.
• Strong analytical and problem-solving skills, with demonstrated ability to resolve complex customer concerns.
• Proven experience building positive relationships with patients, providers, vendors, and internal partners.
• Ability to thrive in a fast-paced, evolving environment and adapt to changing processes, technologies, and priorities.
• Must live within a commutable distance to Newton, Iowa (50208) as this is a fully onsite position.

Nice To Haves

• Strategic Thinker: Understands intake workflows holistically and anticipates downstream impacts.
• Adaptable Leader: Embraces change and continuously look for ways to improve efficiency and patient experience.
• Analytical: Breaks down complex problems and translates insights into practical solutions.
• Sound Decision-Maker: Balances patient needs with operational requirements in complex situations.
• Leadership Excellence: Motivates, mentors, and influences others to achieve strong individual and team performance.
• Tech-Savvy: Comfortable adopting and promoting new tools and technologies.

Responsibilities

• Receive, triage, and process incoming communications from multiple channels, handling requests directly or routing them according to established intake workflows.
• Initiate and process new orders by collecting and validating patient demographics, prescriber information, and equipment details to ensure accuracy and completeness.
• Communicate with ordering physicians and provider offices as needed to clarify orders or obtain missing information.
• Respond to general inquiries regarding Synapse Health programs, services, and order status with professionalism and empathy.
• Act with urgency and advocacy to ensure patient and member needs are addressed promptly.
• Meet or exceed established performance goals, including productivity, call quality, member satisfaction, first call resolution, and attendance.
• Serve as a subject matter expert within the Intake team, assisting Specialists with complex cases or workflow questions.
• Mentor and coach Specialists through side-by-side support, feedback, and knowledge sharing.
• Partner with Training and Quality teams to support onboarding, training, and ongoing skill development for new and existing team members.
• Cross-train in additional workflows to provide coverage and continuity across the department as needed.
• Partner with program leadership to support escalated requests, complex questions, or operational issues.
• Participate in an on-call rotation to support after-hours member requests.
• Maintain strict confidentiality of patient health information and adhere to HIPAA and organizational privacy standards.
• Perform additional duties as assigned to support departmental and organizational 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: Mid Level
• Education Level: Associate degree