Customer Care Resolutions Specialist

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $21 - $25 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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Synapse Health

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2016

🏥 Healthcare

☁️ SaaS

🤝 B2B

Healthcare • SaaS • B2B

Synapse Health is a company that builds connected solutions to streamline the durable medical equipment (DME) lifecycle—from prescriber documentation and ordering through fulfillment, delivery, and resupply. Their offerings include a patient portal, InHome services for prescribers/providers, and Equip for skilled nursing and hospice. Synapse partners with DME providers and health plans, operates nationwide with 300+ subcontracted DME providers, and focuses on improving access to equipment like oxygen, wheelchairs, ventilators, diabetic supplies, and more. The company emphasizes reducing delays, errors, and administrative waste, improving patient communication, operational consistency, and faster payments.

📋 Description

• Respond to escalated patient, provider, and partner concerns with professionalism, empathy, and accountability • Investigate service issues thoroughly, identify root causes, and coordinate with internal teams to drive timely and effective resolutions • Own assigned escalations from intake through resolution, ensuring clear communication and appropriate follow-up at every stage • Maintain accurate, detailed documentation of interactions, actions taken, and outcomes in designated systems to support compliance and reporting • Collaborate cross-functionally to support smooth handoffs and fulfillment of durable medical equipment (DME) orders • Apply established service recovery standards, escalation protocols, and quality guidelines consistently • Identify recurring issues, trends, or process gaps and share insights with leadership to support continuous improvement initiatives • Communicate effectively with vendors, prescribers, and internal stakeholders to resolve issues impacting patient care and service delivery • Uphold Synapse Health’s standards for service quality, patient experience, and regulatory compliance in every interaction

🎯 Requirements

• 2+ years of experience in customer service, patient support, or service recovery, preferably within the DME, healthcare, or a regulated environment • Demonstrated experience handling escalated or complex customer concerns with professionalism and empathy • Strong verbal and written communication skills, including the ability to navigate sensitive or high-stakes conversations • Proven ability to analyze issues, resolve problems efficiently, and balance empathy with policy and process adherence • Proficiency with Microsoft Office and the ability to quickly learn internal systems and workflows • Strong organizational skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment • A proactive mindset with a genuine passion for improving the customer and patient experience • First Call Resolution (FCR) mindset focused on timely, accurate, and effective resolution whenever possible • Ability 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 recommend sustainable solutions to prevent repeat issues • High emotional intelligence and a patient-first approach to service recovery • Proven ability to build trust, foster collaboration, and maintain productive relationships with internal teams and external partners

🏖️ Benefits

• Professional growth opportunities with compelling career paths • Healthy work-life balance supported by 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

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