Customer Care Resolutions Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Address escalated concerns from patients, providers, and partners with professionalism, empathy, and accountability.

• Conduct thorough investigations of service issues, pinpoint root causes, and collaborate with internal teams to ensure timely and effective resolutions.

• Take ownership of assigned escalations from intake to resolution, guaranteeing transparent communication and suitable follow-up at every stage.

• Keep precise, detailed records of interactions, actions taken, and outcomes in designated systems to support compliance and reporting.

• Work cross-functionally to facilitate seamless handoffs and fulfillment of durable medical equipment (DME) orders.

• Consistently apply established service recovery standards, escalation protocols, and quality guidelines.

• Identify recurring issues, trends, or process gaps, and share insights with leadership to foster continuous improvement initiatives.

• Effectively communicate with vendors, prescribers, and internal stakeholders to address issues affecting patient care and service delivery.

• Adhere to Synapse Health’s standards for service quality, patient experience, and regulatory compliance in every interaction.

⛳️ Requirements

• Minimum of 2 years of experience in customer service, patient support, or service recovery, ideally within the DME, healthcare, or a regulated environment.

• Proven ability to manage escalated or complex customer concerns with professionalism and empathy.

• Excellent verbal and written communication skills, including the capability to navigate sensitive or high-stakes conversations.

• Demonstrated capacity to analyze issues, resolve problems efficiently, and balance empathy with adherence to policies and processes.

• Proficiency in Microsoft Office and the ability to quickly adapt to internal systems and workflows.

• Strong organizational skills, meticulous attention to detail, and the ability to juggle multiple priorities in a fast-paced environment.

• A proactive approach with a genuine passion for enhancing the customer and patient experience.

• A First Call Resolution (FCR) mindset focused on achieving timely, accurate, and effective resolutions whenever possible.

• Capability 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 propose sustainable solutions to prevent recurring issues.

• High emotional intelligence and a patient-first approach to service recovery.

• Demonstrated ability to build trust, cultivate collaboration, and maintain productive relationships with internal teams and external partners.

🏝️ Benefits

• Opportunities for professional growth with attractive career paths.

• Support for a healthy work-life balance through 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.