Synapse Health ยท 3 days ago
Specialist, Customer Care Resolutions
Onsite - Irving, TX
Full-time
Onsite
Entry Level
$21/hr - $25/hr
2+ years expSynapse Health is streamlining the durable medical equipment process and is seeking a Specialist in Customer Care Resolutions. This role is critical in protecting the patient experience by resolving complex service issues with empathy and precision, while ensuring compliance and operational excellence.
Hospital & Health Care
Responsibilities
Respond to escalated patient, provider, and partner concerns with professionalism, empathy, and a strong sense of accountability
Investigate service issues thoroughly, identify root causes, and coordinate with internal teams to drive timely and effective resolutions
Own assigned escalations from intake through resolution, ensuring clear communication and appropriate follow-up at every stage
Maintain accurate, detailed documentation of interactions, actions taken, and outcomes in designated systems to support compliance and reporting
Collaborate cross-functionally to support smooth handoffs and fulfillment of durable medical equipment (DME) orders
Apply established service recovery standards, escalation protocols, and quality guidelines consistently
Identify recurring issues, trends, or process gaps and share insights with leadership to support continuous improvement initiatives
Communicate effectively with vendors, prescribers, and internal stakeholders to resolve issues impacting patient care and service delivery
Uphold Synapse Healthโs standards for service quality, patient experience, and regulatory compliance in every interaction
Qualification
Required
2+ years of experience in customer service, patient support, or service recovery, preferably within the DME, healthcare, or a regulated environment
Demonstrated experience handling escalated or complex customer concerns with professionalism and empathy
Strong verbal and written communication skills, including the ability to navigate sensitive or high-stakes conversations
Proven ability to analyze issues, resolve problems efficiently, and balance empathy with policy and process adherence
Proficiency with Microsoft Office and the ability to quickly learn internal systems and workflows
Strong organizational skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment
A proactive mindset with a genuine passion for improving the customer and patient experience
Must live within a commutable distance to Irving, TX as this is a fully onsite position
Preferred
First Call Resolution (FCR) mindset, focused on timely, accurate, and effective resolution whenever possible
Ability to remain calm, adaptable, and solution-oriented in a dynamic, fast-paced environment
Strong problem-solving skills, with the ability to identify root causes and recommend sustainable solutions to prevent repeat issues
High emotional intelligence and a patient-first approach to service recovery
Proven ability to build trust, foster collaboration, and maintain productive relationships with internal teams and external partners
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
Company
Synapse Health
๏ปฟ๏ปฟSynapse Health is on a mission to ๐๐๐ฟ๐ฒ๐ฎ๐บ๐น๐ถ๐ป๐ฒ ๐๐ต๐ฒ ๐๐ ๐ ๐ฒ๐
๐ฝ๐ฒ๐ฟ๐ถ๐ฒ๐ป๐ฐ๐ฒ by removing barriers, improving accountability, and delivering solutions that work better for providers, suppliers, and most importantly, patients.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Anthony Kilgore
Chief Executive Officer
Andrew Hayek
Co-Founder & Chairman
Company data provided by crunchbase