Team Lead, Diabetes Resupply - (Mon.-Fri. 8:00am - 5:00pm CST)
About The Position
The Team Lead, Diabetes Resupply supports the day-to-day execution of Synapse Health’s resupply operations. The role ensures patients meet eligibility requirements and that resupply orders are processed accurately, efficiently, and in compliance with organizational and regulatory standards. It combines hands-on operational expertise with people leadership by providing real-time guidance, monitoring workflow health, and supporting team performance. The Team Lead acts as a bridge between Specialists and leadership, helping streamline processes, surface issues, and foster accountability, collaboration, and continuous improvement. This position is onsite in Brentwood, Tennessee, five days a week, with a stated schedule of Monday through Friday, 8:00 a.m. to 5:00 p.m. CST.
Requirements
- At least 4 years of experience in healthcare or the durable medical equipment (DME) industry, including customer service, call center operations, or similar healthcare environments.
- Associate degree or equivalent experience required.
- Proficiency in Microsoft Office applications and ability to quickly learn department- and role-specific software systems.
- Excellent verbal and written communication skills, including the ability to influence, guide, and support peers.
- Strong analytical and problem-solving skills to identify issues, assess impact, and recommend solutions.
- Demonstrated experience delivering exceptional customer service and maintaining positive relationships with patients, providers, and vendors.
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing processes, technologies, and customer needs.
- Ability to work onsite in Brentwood, Tennessee, five days a week.
Nice To Haves
- Bachelor’s degree.
- Ability to see the broader resupply workflow and anticipate downstream impacts.
- Adaptability and an ongoing interest in improving efficiency and patient experience.
- Ability to translate analysis of complex problems into actionable improvements.
- Sound judgment balancing patient needs with operational priorities in complex situations.
- Ability to motivate, support, and guide team members to achieve strong performance.
- Comfort learning and adopting new tools and technologies.
Responsibilities
- Coordinate intake, qualification, and order processing activities to support daily resupply operations.
- Ensure team members follow standardized resupply workflows and comply with company policies, payer requirements, and regulatory guidelines.
- Monitor individual and team progress, identifying workflow bottlenecks, capacity issues, or performance risks.
- Serve as a first point of escalation for complex or unclear resupply scenarios and guide Specialists.
- Provide on-the-job coaching, real-time support, process guidance, and troubleshooting assistance.
- Support onboarding, training, and ongoing skill development for new and existing team members.
- Partner with the Manager or Director of Resupply to communicate team needs, workflow gaps, trends, and improvement opportunities.
- Conduct regular quality checks on documentation and orders to ensure accuracy, completeness, and eligibility before fulfillment.
- Assist with reporting and tracking operational metrics, including order volume, turnaround time, and qualification accuracy.
- Collaborate with other Team Leads, Specialists, and cross-functional partners to maintain efficient and reliable resupply workflows.
- Model professionalism, accountability, and patient-centered service while contributing to a positive team culture.
- Perform additional duties as assigned to support team and operational objectives.
Benefits
- Professional growth opportunities with compelling career paths.
- Generous paid time off (PTO).
- Medical, dental, vision, short-term disability, and long-term disability insurance for full-time team members.
- 401(k) savings plan with employer matching contributions.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
