Synapse Health 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 and on Synapse Health's LinkedIn.
What We Need As a
Team Lead, Customer Care, you will lead and oversee a team of Customer Care Specialists who handle patient orders, transitions, and customer inquiries across various departments, as well as provide oversight to one of our offices, located in Altamonte Springs, FL (32701). This team plays a key role in managing communications, facilitating the order process, coordinating with vendors, and resolving complex customer concerns. You will be responsible for guiding and coaching your team, ensuring performance goals are met, and enhancing the overall patient experience. Management experience in the healthcare or durable medical equipment (DME) industry is essential for success in this role. This is a fully onsite position located in the Synapse Health office in Altamonte Springs, FL (32701).
What You Will Do - Supervise the day-to-day activities of the Customer Care team, ensuring efficient order processing, accurate documentation, and timely responses to patient inquiries and concerns. Coach and mentor team members to meet and exceed performance goals, providing feedback and development opportunities.
- Serve as the primary point of contact for handling escalated patient issues, order discrepancies, and other sensitive customer matters. Ensure issues are resolved promptly and with the highest level of professionalism.
- Work closely with internal departments, including DME Operations and vendor teams, to streamline processes, manage complex orders, and troubleshoot fulfillment challenges. Build and maintain strong relationships with external vendors, prescribers, and payors to ensure exceptional service delivery.
- Track team performance metrics, such as order fulfillment accuracy, first call resolution, and customer satisfaction, to drive continuous improvement. Partner with leadership to identify opportunities for process enhancements.
- Ensure the team adheres to HIPAA guidelines and regulatory requirements when handling patient information, maintaining confidentiality at all times.
- Collaborate with the Workforce Planning team to ensure adequate staffing and coverage for customer care shifts, while managing schedules to allow for training, meetings, and time off.
- Identify and implement strategies to enhance operational efficiency, improve the patient experience, and streamline workflows. Participate in cross-functional projects aimed at improving customer care processes.
- Provide training to new hires and ongoing education to existing team members on policies, best practices, and new technologies. Foster a positive, collaborative team culture focused on delivering high-quality care.
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. In addition, this role requires:
- At least 4 years of experience in the healthcare or DME industry, with a focus on customer service, order processing, or other related functions. At least 4 years of supervisory experience in a customer service call center, healthcare environment, or similar setting.
- Associate's degree or equivalent experience; Bachelor's degree preferred.
- Proficiency in MS Office applications and the ability to quickly learn department and job-specific software systems.
- Excellent verbal and written communication skills, with the ability to effectively manage and motivate a team.
- Strong analytical abilities to identify issues and recommend solutions. Demonstrated ability to resolve complex customer concerns.
- Proven experience in delivering exceptional customer service and maintaining positive relationships with patients, providers, and vendors.
- Strong leadership skills with the ability to influence, guide, and support a team to achieve performance goals.
- Ability to thrive in a fast-paced, dynamic environment and adapt to changes in processes, technologies, and customer needs.
- Must live within a commutable distance to Altamonte Springs, FL (32701) as this is a fully onsite position.
What Sets You Apart - Strategic Thinking: Ability to see the big picture, plan for the future, and take proactive steps to address potential challenges.
- Adaptability: Comfortable with change and continuously seeking ways to improve team efficiency and the patient experience.
- Analytical Thinking: Skilled in breaking down complex problems, analyzing data, and drawing actionable conclusions.
- Decision Making: Able to make informed decisions in complex situations, balancing customer needs with operational goals.
- Leadership Excellence: Demonstrates the ability to motivate, inspire, and guide team members toward achieving their best performance.
What Sets Us Apart It's no secret that most of us work to provide for ourselves and those we love, but just because we have to work, doesn't mean we can't enjoy it. In fact, at Synapse Health, we insist on it. We want our team members to thrive personally and professionally, which is why our benefits include:
- 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.
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