Customer Experience Manager

Who We Are:

With the collective efforts of our epic team members, we’re trailblazing a new path in the DME industry. Synapse Health was founded in 2016 with a goal to fix the fractured DME ecosystem and completely transform the industry. Built on decades of industry and leadership experience, we’ve launched tech-based solutions that eliminate age-old DME headaches, resulting in a seamless experience for all. We are proud to offer work that matters, on a mission that matters. Intrigued? Learn more at SynapseHealth.com and on Synapse Health’s LinkedIn.

What We Need:

The Customer Experience Manager is a cross-functional role that will support Synapse Health’s Customer Experience - Intake team. The Customer Experience - Intake team is responsible for driving our member experience. The People Leader over this area is responsible for leading our Customer Experience - Intake Specialists who are the voices of the company interacting with patients, physicians, and vendor network.

What You Will Do:

• Manage a team of supervisors who lead Order Intake Specialists through the day-to-day operations of creating new and reoccurring orders.
• Partner with DME Operations Leadership and peers to drive strategic initiatives, efficiencies and process improvements in the Order Management life cycle to improve the overall patient experience.

Partner cross-functionally to manage teams that are answering inbound calls from customers on a multi-line phone system; process and create orders through data entry of inbound calls, portal orders and faxes; provide information to new and existing patients, troubleshoot common issues, provide virtual patient education, work with the other departments to find appropriate resolutions and escalate queries or concerns when necessary. Partner cross-functionally to manage teams that are working with referral sources, prescribers and/or patients to gather required information and documentation to meet insurance guidelines inclusive of health plan authorizations, patient prescriptions, etc. and patient co-payment collections prior to products being routed to the fulfillment team. Partner cross-functionally to manage teams that partner with Synapse Health's downstream vendors to ensure timely and accurate deliveries for our patients, inclusive of coordinating and confirming delivery times, managing delivery and vendor changes and manages inventory management with downstream vendors.

• Manage direct teams (Order Intake) performance metrics and coach team members to meet/exceed performance metrics.
• Partner closely with Workforce Planning team to ensure appropriate staffing and coverage while allowing for training or department meetings.
• Maintain patient confidentiality and function within the guidelines of HIPAA.

Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures and productivity standards.

• Perform other job duties as assigned.

What You Have:

At Synapse Health we’ve intentionally built a culture of kindness, collaboration and creativity, and we consider those qualities to be table stakes for any new team member. Additional requirements include:

4+ years of experience in the healthcare or durable medical equipment (DME) industry, with at least 2 years of experience in a management or leadership role within customer service or similar setting.

• Strong background in customer service with a focus on meeting or exceeding customer expectations. A track record of managing teams to deliver high-quality customer experiences.
• Proficiency in MS Office applications and the ability to learn and use department-specific software systems.

Excellent verbal and written communication skills, with the ability to liaise effectively with vendors, patients, and internal teams. Able to manage difficult conversations with professionalism and clarity.

• Strong problem-solving skills and the ability to analyze and improve operational processes. Demonstrated attention to detail and the ability to prioritize tasks effectively.
• Proven ability to lead and motivate a team, with a focus on coaching, development, and driving team performance.
• Ability to adapt to changing circumstances, shifting priorities, and fast-paced environments.

What Sets You Apart:

• Communication: Effectively communicates information to and from various stakeholders, ensuring clarity and understanding.
• Customer Service Excellence: Demonstrates a strong ability to meet customer needs and exceed their expectations through proactive service and support.
• Management & Leadership: Proven leadership skills, with the ability to guide and inspire team members while driving toward achieving team goals.
• Organization & Prioritization: Strong organizational abilities to balance multiple priorities and adjust as needed to meet business needs.
• Reliability: Demonstrates trustworthy behavior, ensuring that team members and stakeholders can rely on you for consistent, high-quality performance.

Compensation:

The base salary range for this position is $62,000-$80,000 annually. This range reflects the anticipated compensation at the time of posting. Final compensation will be based on factors such as relevant experience, demonstrated skills, internal equity, and prevailing market conditions. Compensation discussions are encouraged throughout the hiring process.

What Sets Us Apart:

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 Synapse Health is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. Synapse Health, Inc will never request personal or sensitive information during the recruitment process. Please see our Careers Page for more information to protect yourself from scammers and to learn more about our recruitment process. Privacy Policy