Manager – Customer Resolutions

What We Need:

The Manager, Customer Resolutionsis responsible for leading the Customer Resolutions team in managing escalated issues, ensuring seamless care delivery, and driving operational excellence. This role oversees the escalation and service recovery process, guiding the team in resolving complex patient and stakeholder concerns with urgency and empathy. As a key point of contact for vendors, patients, and prescribers, the Manager ensures that all interactions align with company policies and service standards. This position plays a critical role in analyzing escalation trends, collaborating cross-functionally, and implementing process improvements that support strategic goals and elevate the overall customer experience. This position is fully onsite in the Synapse Health office in Irving, TX (75063).

What You Will Do:

• Oversee the daily operations of the Customer Resolutions team, ensuring high performance, timely issue resolution, and alignment with service and quality goals.
• Lead and develop team members through coaching, mentorship, and performance management to foster growth and deliver exceptional service in escalated patient and stakeholder interactions.
• Manage the end-to-end escalation process, ensuring sensitive issues are resolved with empathy, urgency, and professionalism, while maintaining a “white glove” service standard.
• Collaborate cross-functionally to ensure seamless member transitions and care delivery, proactively addressing workflow gaps and driving continuous improvement.
• Analyze escalation trends and operational data to identify root causes, recommend strategic improvements, and implement preventative measures that enhance service delivery.
• Own and maintain documentation standards for escalation procedures, workflows, and resolution best practices, ensuring consistency and compliance.
• Partner with vendors, prescribers, and internal teams to ensure timely and accurate fulfillment of durable medical equipment (DME) orders, resolving any issues that impact patient care.
• Monitor team performance metrics (e.g., resolution time, service quality, documentation accuracy) and report progress to leadership, implementing corrective actions as needed.
• Contribute to strategic initiatives that improve operational efficiency, stakeholder satisfaction, and 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:

• Minimum of 4 years of experience in the durable medical equipment (DME) industry, including at least 2 years in a management or leadership role within customer service, order fulfillment, or logistics. Demonstrated expertise in handling escalations and driving service recovery initiatives to resolve complex issues and enhance customer satisfaction.
• 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.
• Must live within a commutable distance to Irving, TX (75063) as this is a fully onsite position.

What Sets You Apart:

• A First Call Resolution (FCR) mindset, aiming for efficient, one-touch resolution of escalations.
• Ability to thrive in a fast-paced, dynamic environment, adjusting to shifting priorities and changes.
• Strong problem-solving skills with an ability to identify root causes and implement sustainable solutions to prevent recurring issues.
• Passion for delivering exceptional service and creating positive experiences for all stakeholders.
• Proven ability to build trust, foster collaboration, and maintain strong relationships with both internal teams and external partners.

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