Synapse Health ยท 2 months ago
Customer Care Specialist
Onsite - Easley, SC
Full-time
Onsite
Entry, Mid Level
$17/hr - $20/hr
2+ years expSynapse Health is a company dedicated to transforming the DME industry with tech-based solutions. As a Customer Care Specialist, you will be the voice of the company, ensuring that patient and order-related processes are completed accurately and compassionately while providing high-quality customer service.
Hospital & Health Care
Responsibilities
Manage and process patient orders, including obtaining necessary patient demographics, prescriber information, insurance verification, and qualifying documentation, ensuring accuracy and timeliness
Respond to inquiries from patients, prescribers, providers, and vendors through multiple communication channels (phone, email, chat, etc.), ensuring a clear understanding of their needs and delivering resolutions with a sense of urgency
Work closely with prescribers, vendors, payors, and other team members to ensure seamless transitions, timely order fulfillment, and efficient resolution of escalated concerns
Ensure that all necessary documentation is gathered and properly recorded in compliance with regulatory guidelines (HIPAA, insurance requirements, etc.), while conducting routine audits to maintain data accuracy
Deliver a high-quality patient experience by meeting established performance goals, including call quality, member satisfaction, first-call resolution, productivity, and attendance
Manage escalated requests or complex inquiries, utilizing problem-solving skills to resolve issues effectively and advocate for the patientโs needs
Facilitate smooth transitions for members, coordinating with external vendors for equipment delivery, resupplies, pickups, and returns. Ensure timely and accurate fulfillment in line with patient care requirements
Actively engage in ongoing learning, contributing to the refinement of processes and the adoption of new technologies. Assist in cross-functional projects aimed at improving the customer experience and operational efficiencies
Participate in an on-call rotation for after-hours member requests, providing support outside regular business hours when needed
Qualification
Required
At least 2 years of experience in customer service roles within the healthcare or durable medical equipment (DME) industry, particularly related to order intake, patient transitions, logistics, or qualification
Proficient in MS Office applications and the ability to quickly learn department and job-specific software systems
Tech-savvy with the ability to adapt to new technologies
Excellent verbal and written communication skills with the ability to develop and deliver multi-channel communications clearly and effectively
Strong analytical abilities to identify issues, perform audits, and resolve problems in a timely manner
High attention to detail and accuracy
A deep commitment to building strong customer relationships and providing compassionate, solution-oriented support
Ability to thrive in a fast-paced environment, adapt to changes, and prioritize competing demands effectively
Must live within a commutable distance to Easley, SC as this is a fully onsite position
Preferred
Customer Focus: Passionate about delivering customer-centric solutions and building lasting relationships
Action-Oriented: High energy, urgency, and enthusiasm in taking on challenges and new opportunities
Collaborative: Willingness to work with internal and external partners to improve processes and enhance the patient's experience
Adaptability: Quick to adapt to changing environments, processes, and technologies to continuously improve performance
Detail-Oriented: Exceptional attention to detail, ensuring that all patient and order documentation is accurate and up-to-date
Benefits
Professional growth opportunities with compelling career paths
Healthy work-life balance culture with paid time off (PTO)
Medical, dental and vision insurance for full-time team members
401K savings plan with employer contribution match
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