DME Operations Quality Specialist

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:

We are seeking a detail-oriented and analytical DME Operations Quality Specialist to join our team. The Operations Quality Specialist will be responsible for monitoring, evaluating, and providing feedback on the quality of communications handled by customer service representatives and is focused on continuous improvement initiatives to ensure efficiency and quality standards are met. The ideal candidate will have a strong understanding of quality customer service principles in the healthcare space and possess excellent problem-solving skills.

What You Will Do:

• Quality Monitoring: Responsible for monitoring, evaluating, and providing feedback on the quality of communications handled by customer service representatives. Duties include listening to recorded and live inbound and outbound calls, reviewing chat and email communications, assessing adherence to company policies and procedures, identifying areas of improvement, and providing real time coaching to enhance customer service skills and call handling techniques to drive an elevated customer experience. 
• Data Analysis: Analyze communications and patient feedback data and performance metrics to identify trends, root causes of issues, and opportunities for optimization.
• Process Improvement: Collaborate with cross-functional teams to develop and implement process improvements that enhance efficiency and quality. Assists department leaders with creating and implementing quality assurance programs and strategies to maintain high standards of service delivery.
• Quality Assurance: Develop and implement quality assurance procedures to ensure compliance with industry regulations and internal standards.
• Risk Management: Identify potential risks to operational processes and develop strategies to mitigate them effectively.
• Training and Documentation: Develop training materials and documentation to ensure that operational staff are trained on quality standards and procedures.
• Continuous Improvement: Lead or participate in continuous improvement initiatives to drive ongoing enhancements to operational processes.
• Reporting: Prepare regular reports on operational performance, quality metrics, and improvement initiatives for management review.

What You Have: 

• Associates degree or equivalent healthcare experience.
• Proven experience in operations management, quality assurance, or process improvement.
• Strong analytical skills with the ability to interpret data and make actionable recommendations.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams.
• Experience with process mapping, root cause analysis, and continuous improvement methodologies.
• Proficiency in Microsoft Office Suite and data analysis tools.
• Certification in quality management (e.g., Certified Quality Auditor, Six Sigma Green Belt) is a plus.

What Sets You Apart:

• Management & Leadership: Demonstrates the ability to influence and guide members of an organization. 
• 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.  
• Quality:Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.  

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.