Senior Manager, Customer Care

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 SynapseHealth.com and on Synapse Health’s LinkedIn Page.

What We Need:

The Senior Manager, Customer Care will report directly to the Director, Customer Care. This role is responsible for overseeing and managing the Customer Care team, ensuring the accurate and timely processing of patient orders, transitions, and escalations. As the point of contact with vendors, patients, and prescribers, you will guide your team in providing exceptional customer service while ensuring that care delivery is seamless and in line with company policies. A key aspect of this role is ensuring the alignment of operational processes with strategic goals to maintain the highest standards of service.

What You Will Do:

• Oversee the daily activities of the Customer Care team, ensuring optimal performance, high productivity, and the achievement of service and quality goals. Lead, mentor, and coach team members to improve skills, encourage growth, and drive exceptional results in patient interactions and order fulfillment.
• Serve as a liaison between the customer care team and vendors, managing the communication and logistics involved in fulfilling orders. Coordinate delivery times and any changes or reroutes to ensure timely, accurate delivery of DME to patients.
• Ensure the processes guiding care delivery and order fulfillment are well-defined, consistent, and efficient. Collaborate with other departments to refine and improve workflows and address any challenges or gaps.
• Manage and resolve escalated customer issues, ensuring that sensitive situations are handled with empathy, urgency, and professionalism. Drive problem resolution to ensure a positive experience for patients, prescribers, and other stakeholders.
• Monitor and track team performance metrics (e.g., order accuracy, call quality, resolution times) and report to leadership on team progress. Identify opportunities for improvement and implement training or corrective actions where needed.
• Maintain and enforce quality standards for patient interactions, order processing, and documentation. Ensure compliance with HIPAA and other regulatory guidelines.
• Work with vendors to ensure that inventory is available to meet order needs. Oversee the management of fulfillment selection for all orders, ensuring there are no delays or issues that impact patient care.
• Partner with other departments and leadership to develop and implement strategic initiatives, improve service delivery, and contribute to the overall success of the customer care function.

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:

• 4+ years of experience in the healthcare or durable medical equipment (DME) industry, with at least 2 years of experience in a management or leadership role within customer service, order fulfillment, or logistics.
• Strong background in customer service with a focus on meeting or exceeding customer expectations. A track record of managing teams to deliver high-quality customer experiences.
• Proficiency in MS Office applications and the ability to learn and use department-specific software systems.
• Excellent verbal and written communication skills, with the ability to liaise effectively with vendors, patients, and internal teams. Able to manage difficult conversations with professionalism and clarity.
• Strong problem-solving skills and the ability to analyze and improve operational processes. Demonstrated attention to detail and the ability to prioritize tasks effectively.
• Proven ability to lead and motivate a team, with a focus on coaching, development, and driving team performance.
• Ability to adapt to changing circumstances, shifting priorities, and fast-paced environments.

What Sets You Apart:

• Communication: Effectively communicates information to and from various stakeholders, ensuring clarity and understanding.
• Customer Service Excellence: Demonstrates a strong ability to meet customer needs and exceed their expectations through proactive service and support.
• Management & Leadership: Proven leadership skills, with the ability to guide and inspire team members while driving toward achieving team goals.
• Organization & Prioritization: Strong organizational abilities to balance multiple priorities and adjust as needed to meet business needs.
• Reliability: Demonstrates trustworthy behavior, ensuring that team members and stakeholders can rely on you for consistent, high-quality performance.

Compensation

The base salary range for this position is $83,200 –$104,000 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

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.

Synapse Health, Inc. will never request personal or sensitive information during the recruitment process. Please see our Careers page for more information on how to protect yourself from scammers and to learn more about our recruitment process.