Customer Support Representative Tier 1

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 Customer Support Representative Tier 1 will report directly to the Manager, Customer Support. This role serves as the first point of contact with customers, providing timely, professional, and effective support for routine inquiries and issues. Tier 1 is responsible for delivering exceptional customer experience by resolving issues at first contact when possible, educating customers on system functionality, and escalating more complex issues to Tier 2 when appropriate.

What You Will Do: 

• Serve as the primary point of contact for customer inquiries received via phone and ticketing system.
• Provide front-line support when needed related to user access, “how to” questions, order placement assistance, and order status inquires.
• Work directly with customers to answer questions, track support requests, gather and document details related to a concern, and resolve issues effectively and effectively via phone and/or ticketing system.
• Maintain professional and empathetic communication throughout support process.
• Provide clear and concise explanations to customers, including status updates and solution details.
• Educate customers on system functionality, available features, and best practices to promote successful product usage.
• Troubleshoot order disputes, apply in-depth knowledge to address and provide effective solutions, triage appropriately if/when necessary to Tier 2.
• Processes equipment rental billing holds and maintains accurate documentation.
• Coordinate auto reporting configurations tailored to customers’ needs.
• Triage reporting errors including data discrepancies and/or reporting delays or failures.
• Collaborate with internal team members to obtain information needed to resolve customer inquiries or triage appropriately.
• Contribute to the continuous improvement by providing feedback based on customer interactions.
• Support cross-functional teams with operational projects/administrative activities to support business initiatives.

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:

• High school diploma or GED, required. Associate degree, preferred.
• At least 2 years of experience in the healthcare or durable medical equipment (DME) industry in customer service or an order intake department setting or other related experience.
• Proficient in MS Office applications and ability to learn department and job-specific software systems including ticketing management systems.
• Demonstrate organizational skills.
• Demonstrate effective verbal and written communication skills.
• Demonstrate analytical skills when problem-solving.
• Demonstrate high attention to detail and a high degree of accuracy in data entry and documentation.

What Sets You Apart: 

• Analytical: Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
• Problem Solving: Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully.
• Customer Service: Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Oral Communication: Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Participates in meetings.
• Teamwork: Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed; Recognizes accomplishments of other team members.
• Written Communication: Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Quality: Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Process Adherence & Continuous Improvement
• Collaboration Across Departments
• Time Management & Prioritization
• Customer-Focused Communication

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.