Specialist, Customer Support

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 Specialist, Customer Support will report directly to the Manager, SNF & Hospice Operations and serve as a frontline ambassador for the Synapse Health experience. This role is responsible for ensuring that all Synapse Equip users—both current and prospective—receive timely, knowledgeable, and compassionate support when utilizing the Synapse Equip software and DMEPOS services.

The ideal candidate is customer-obsessed, detail-oriented, and comfortable navigating both technology and healthcare workflows. This role plays a critical part in driving customer satisfaction, supporting successful onboarding, and ensuring issues are resolved efficiently while maintaining a high standard of service.

What You Will Do: 

• Serve as the primary point of contact for Synapse Equip users and prospective customers, responding to questions, concerns, and requests via phone, email, and the ticketing system.
• Triage, assign, and monitor helpdesk tickets, partnering with internal teams to ensure timely and effective resolution.
• Guide users in understanding and navigating the Synapse Equip software, providing clear explanations, troubleshooting support, and best-practice recommendations.
• Accurately document all customer interactions, issues, and resolutions within internal systems to support trend analysis and continuous product improvement.
• Identify recurring user issues or opportunities for enhancement and proactively share insights with Operations, Product, and Leadership teams.
• Support the SNF & Hospice team with new customer onboarding, training coordination, and ongoing customer requests.
• Partner closely with the Manager, SNF & Hospice Operations to escalate and resolve complex or high-priority issues.
• Contribute to the development and maintenance of support documentation, FAQs, and internal knowledge resources.
• Perform additional duties and support special projects as assigned.

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:

• High school diploma or GED required; associate degree preferred.
• Minimum of 1 year of experience in healthcare, durable medical equipment (DME), customer service, order intake, or a related support role.
• Comfort working with technology platforms, with proficiency in Microsoft Office and the ability to quickly learn job-specific software systems.
• Strong organizational skills with the ability to manage multiple requests and shifting
• Clear, professional verbal and written communication skills.
• Analytical thinking and sound judgment when troubleshooting and resolving issues.
• Exceptional attention to detail and a commitment to accuracy and follow-through. 

What Sets You Apart: 

• Analytical: Synthesizes complex or diverse information, researches data, and applies experience and judgment to improve workflows and processes.
• Problem Solver: Identifies issues quickly, gathers relevant information, and implements thoughtful, timely solutions.
• Customer-Centric: Handles difficult or emotional situations with empathy and professionalism; responds promptly and consistently meets commitments.
• Oral Communication: Speaks clearly and confidently, listens actively, seeks clarification, and engages effectively in discussions and meetings.
• Team-Oriented: Balances individual accountability with team collaboration, values diverse perspectives, gives and receives feedback, and contributes to a positive, supportive team culture.
• Written Communication: Writes clearly and accurately, tailors messaging to the audience, and effectively documents information and data.
• Quality-Focused: Demonstrates accuracy and thoroughness, applies feedback to improve performance, and continuously looks for ways to enhance service quality.

Compensation:

The pay range for this position is $17.00 – $21.65 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: 

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.