WHO WE ARE: At Synapse Health, we’re modernizing the experience of ordering medical equipment and supplies through a digital-first platform, enabling prescribers to focus on patients, not paperwork. We believe patients deserve exceptional care at home and are obsessed with delivering a best-in-class patient experience. At Synapse Health, our people are our greatest resource. We believe that curious and innovative people will help us achieve our mission to modernize the medical equipment and supplies industry and deliver a best-in-class patient and prescriber experience.

If you are looking to work in a rapidly growing team, Synapse Health is the right fit for you! To learn more about Synapse Health, we encourage you to visit our website at Synapse Health or follow us on LinkedIn at Synapse Health: My Company | LinkedIn

JOB SUMMARY:

As a member of the Customer Experience Department, you will be the voice of the company as you interact with our patients, physicians and vendor network. You will ensure that members orders are processed in an accurate, timely, compassionate, and respectful manner. As an Order Intake Specialist, your primary responsibility is to process incoming orders, ensure accuracy of the order, speak with ordering physicians if necessary, and initiate timely delivery orders to our members. It is vital that you thrive in a fast-paced environment and embrace change as the company grows and evolves systems and processes.

JOB RESPONSIBILITIES & DUTIES:

• Manage referrals, including obtaining all required clinical information within established timelines
• Responsible for understanding insurance provider guidelines and authorizing services based on Synapse Health policies and insurance verification
• Responsible for detailing all the workflow for authorization of request, including documenting receipt of request, member eligibility in the Synapse Health software system
• Responsible for coordinating order confirmation and financial responsibility with members and identified care team as well as collecting and documenting payment methods
• Responsible for coordinating delivery order with partner vendors and communicating delivery details with patients and identified care team
• Collaborate with referral sources, physicians, and Synapse internal departments for assistance or education requests
• Work with a sense of advocacy and urgency to ensure that members needs are being met
• Deliver a high-quality patient experience and meet the performance goals established for the position including: productivity, call quality, member satisfaction, first call resolution and attendance
• Maintain confidentiality of patient health information and adhere to HIPAA guidelines
• Partner with the program leadership on escalated requests or questions
• Participate in an on-call rotation for after-hours member requests
• Perform other job duties as assigned.

JOB REQUIREMENTS & QUALIFICATIONS:

• High school diploma or GED, required. Bachelor’s degree, preferred or relevant experience.
• At least 2 years of experience in the healthcare or durable medical equipment (DME) industry in customer service or other related experience.
• Proficient in MS Office applications and ability to learn department and job-specific software systems

CORE COMPETENCIES

• Communication:
• Ability to communicate clearly and appropriately interact with physicians, patients, vendors and coworkers
• 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
• Detail Oriented:
• Demonstrates knowledge in paying close attention to minor details
• Organization & Prioritization:
• Assesses relative importance of activities and assignments; adjusts priorities when appropriate
• Time Management:
• Demonstrate ability to manage your time productively and efficiently