Specialist, Customer Care Resolutions

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:  

As a Specialist, Customer Care Resolutions at Synapse Health, you will play a critical role in supporting patients, providers, and partners by resolving escalated service issues with empathy, urgency, and precision. You’ll serve as a frontline problem-solver, ensuring that complex concerns are addressed efficiently while upholding our commitment to compassionate care and operational excellence. 

This role requires strong communication skills, attention to detail, and the ability to navigate cross-functional workflows. You will collaborate closely with internal teams and external stakeholders to ensure timely resolution of issues and contribute to continuous improvement efforts that enhance the overall customer experience.  

This position is fully onsite (Monday - Friday 8:30am CT - 5:00pm CT) in the Synapse Health office in Irving, TX (75063). 

What You Will Do:  

• Respond to escalated patient and stakeholder concerns with empathy, urgency, and professionalism. 
• Investigate service issues, identify root causes, and coordinate with internal teams to implement timely resolutions. 
• Maintain accurate documentation of all interactions and resolutions in the appropriate systems. 
• Collaborate cross-functionally to ensure smooth transitions and fulfillment of durable medical equipment (DME) orders. 
• Support the implementation of service recovery best practices and escalation workflows. 
• Identify recurring issues and share insights with leadership to inform process improvements. 
• Communicate effectively with vendors, prescribers, and internal stakeholders to resolve issues impacting patient care. 
• Uphold Synapse Health’s standards for service quality, compliance, and patient experience. 

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: 

• 2+ years of experience in customer service within the DME industry, with a focus on handling escalations or service recovery. 
• Strong communication skills, both verbal and written, with the ability to manage sensitive conversations professionally. 
• Proven ability to resolve complex issues while maintaining a positive and empathetic tone. 
• Proficiency in Microsoft Office and the ability to learn department-specific systems. 
• Strong attention to detail, organizational skills, and the ability to prioritize effectively in a fast-paced environment. 
• A proactive mindset and a passion for improving the customer experience. 
• Must live within a commutable distance to Irving, TX (75063) as this is a fully onsite position. 

What Sets You Apart:  

• A First Call Resolution (FCR) mindset, aiming for efficient, one-touch resolution of escalations.  
• Ability to thrive in a fast-paced, dynamic environment, adjusting to shifting priorities and changes.  
• Strong problem-solving skills with an ability to identify root causes and implement sustainable solutions to prevent recurring issues.  
• Passion for delivering exceptional service and creating positive experiences for all stakeholders.  
• Proven ability to build trust, foster collaboration, and maintain strong relationships with both internal teams and external partners.   

Compensation:

The pay range for this position is $20–$22 per hour. 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 on how to protect yourself from scammers and to learn more about our recruitment process.