Customer Experience Manager - Newton, IA

Who We Are: 

At Synapse Health, we're streamlining the durable medical equipment (DME) process.  We manage intake, documentation, routing, claims, billing, and patient support. Our model reshapes how DME is delivered and experienced.  

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:  

The Manager, Customer Experience is a cross-functional people leader responsible for overseeing frontline Customer Experience operations and ensuring a consistent, high-quality experience for members, prescribers, and vendor partners. This role leads teams who serve as the primary voice of Synapse Health, interacting directly with patients, physicians, and downstream vendors to support order creation, documentation, education, and issue resolution. 

The Manager partners closely with DME Operations and cross-functional leaders to drive operational excellence across the order lifecycle, balancing efficiency, accuracy, compliance, and empathy. This role plays a critical part in translating customer experience strategy into daily execution while developing leaders and teams in a fast-paced, highly regulated environment. 

This position is fully onsite in the Synapse Health office in Newton, Iowa (50208). 

What You Will Do:  

• Lead and manage supervisors responsible for guiding Customer Experience and Order Intake Specialists through daily operations, including new and recurring order creation. 
• Provide hands-on leadership and accountability for frontline teams handling high-volume inbound calls, portal and fax orders, data entry, customer inquiries, and issue resolution. 
• Partner cross-functionally with DME Operations leadership to drive process improvements and operational efficiencies across the Order Management lifecycle. 
• Oversee teams responsible for gathering and validating required documentation from referral sources, prescribers, and patients to meet insurance guidelines, including authorizations, prescriptions, and co-payment collection. 
• Collaborate with downstream vendors and internal fulfillment partners to ensure timely, accurate delivery coordination and resolution of delivery-related issues. 
• Monitor and manage team performance against key metrics (e.g., productivity, quality, accuracy, service levels), providing coaching and corrective action as needed. 
• Partner closely with Workforce Planning to ensure appropriate staffing, scheduling, and coverage while supporting training, onboarding, and team meetings. 
• Foster a customer-centric culture that emphasizes empathy, accountability, and proactive problem-solving. 
• Ensure patient confidentiality and adherence to HIPAA and internal compliance standards in all interactions and workflows. 
• Accomplish team results by setting clear expectations, planning and monitoring performance, coaching and developing employees, and enforcing policies, procedures, and productivity standards. 
• Identify operational risks and escalate issues appropriately, contributing insights and recommendations to leadership. 
• Perform other duties as assigned to support Customer Experience and operational objectives. 

What You Have:   

At Synapse Health, we’ve intentionally built a culture rooted in kindness, collaboration, and creativity, qualities we consider essential for every team member. Additional requirements include: 

• 4+ years of experience in the healthcare and/or durable medical equipment (DME) industry, with at least 2 years in a management or leadership role within customer service, intake, or a related operational setting. 
• Strong background in customer service operations, with a proven ability to lead teams delivering high-quality, patient-centered experiences. 
• Demonstrated people leadership skills, including coaching, performance management, and team development. 
• Strong analytical and problem-solving abilities, with experience identifying inefficiencies and implementing process improvements. 
• Excellent verbal and written communication skills, with the ability to manage difficult conversations professionally and effectively. 
• Proficiency in MS Office and comfort learning department-specific systems and customer experience platforms. 
• Strong organizational and time-management skills, with the ability to prioritize competing demands. 
• Ability to adapt to change and thrive in fast-paced, evolving environments. 
• Must live within a commutable distance to Newton, Iowa (50208) as this is a fully onsite position.

What Sets You Apart:  

• Clear Communicator: Effectively shares information across teams and stakeholders, ensuring alignment and understanding. 
• Customer Experience Champion: Passionate about meeting and exceeding customer expectations through proactive, empathetic service. 
• People-First Leader: Builds trust, develops talent, and motivates teams to achieve shared goals. 
• Operationally Strong: Balances quality, efficiency, and compliance while driving continuous improvement. 
• Dependable & Accountable: Demonstrates consistency, integrity, and follow-through in all responsibilities. 

Compensation: 

The base salary range for this position is $75,200 – $94,000 annually. 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:  

Work is a part of life, but at Synapse Health, we believe it should be meaningful and enjoyable. We’re committed to helping our team members thrive personally and professionally, which is why our benefits include: 

• 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 

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 to protect yourself from scammers and to learn more about our recruitment process.