Customer Experience Specialist

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

📋 Description

• Act as the primary point of contact for patients, prescribers, and partners during the order intake and fulfillment process.

• Receive, triage, and process incoming communications through various channels, managing or directing requests according to established protocols.

• Initiate new order intake by collecting and verifying patient demographics, prescriber details, and equipment specifications.

• Assess whether requests fall within scope and implement workflows for intake, escalation, or follow-up.

• Respond to inquiries regarding Synapse Health, its programs, and service offerings.

• Advocate for patients by addressing their needs and removing barriers to care in a timely manner.

• Provide exceptional patient experiences while achieving productivity, call quality, member satisfaction, first-call resolution, and attendance targets.

• Enter, update, and maintain data in internal systems, tracking tools, and documentation platforms.

• Collaborate with program leadership and senior team members on escalated requests, complex inquiries, or exceptions.

• Identify process gaps, inefficiencies, and recurring issues to foster continuous improvement.

• Perform other duties as assigned.

⛳️ Requirements

• A minimum of 2 years of experience in high-volume customer service.

• Preferred recent experience in customer service or order processing within the healthcare equipment or durable medical equipment (DME) sector.

• Proficiency in Microsoft Office applications.

• Ability to quickly learn department-specific systems and technologies.

• Strong organizational abilities with the capacity to manage multiple tasks accurately and efficiently.

• Excellent verbal and written communication skills, including effective multi-channel communication.

• Analytical and problem-solving skills needed to identify issues, conduct audits, and resolve concerns promptly.

• High attention to detail and a commitment to maintaining accuracy and data integrity.

• Capability to thrive in a fast-paced environment, adapt to changes, and prioritize competing demands.

• Availability to work between 8:00 a.m. and 8:00 p.m. EST, with potential involvement in an on-call rotation.

• Ability to uphold strict confidentiality of patient health information and comply with HIPAA and organizational privacy standards.

🏝️ Benefits

• Opportunities for professional growth with clear career advancement paths.

• Support for a healthy work-life balance through generous paid time off (PTO).

• Comprehensive benefits package, including medical, dental, vision, short-term disability (STD), and long-term disability (LTD) insurance for full-time team members.

• 401(k) savings plan with employer matching contributions.