Synapse Health | Who We Are

Synapse exists to make DME simpler and more connected for everyone involved, from patients and providers to health plans and suppliers. Through our technology platform, we make sure patients receive the right product, at the right time, in the right amount. We've reached real scale, but there's still a lot left to build, which means the work here has visible impact, not incremental polish.

In this role, you're the direct connection between patients, providers, and health plans, and the impact is tangible and immediate. Your input shapes how things run day to day, and from first touch to delivery, you'll help earn the trust of every patient we serve.

Since 2016, with decades of industry and leadership experience, we've delivered tech-based solutions that help our partners to modernize operations, improve coordination, and reduce administrative burdens. By taking on operational and financial complexity, we're redefining how DME works for providers, prescribers, and patients. We are proud to offer work that matters, on a mission that matters.

Learn more at SynapseHealth.com and on Synapse Health’s LinkedIn.

What We Need:

As a Specialist, Qualifications, you will serve as the voice of Synapse Health, interacting directly with patients, providers, payors, and vendor partners. This role is crucial in ensuring that all patient and order-related processes are completed accurately, efficiently, and with the utmost compassion. You will be responsible for a variety of tasks, including processing orders, maintaining medical documentation, facilitating transitions, and coordinating logistics, while consistently delivering high-quality customer service.

What You Will Do:

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 patient’s 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.

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:

At least 2 years of experience in customer service roles within the healthcare or durable medical equipment (DME) industry, particularly related to qualifications.
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.