Full-Time

DME Operations Quality Specialist

Posted on 10/29/2024

Synapse Health

Synapse Health

Centralizes ordering for medical equipment

Consumer Software
Healthcare

Junior, Mid

Remote in USA

Category
Quality Control & Compliance
Operations & Logistics
Required Skills
Data Analysis
Requirements
  • 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.
Responsibilities
  • 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.

Synapse Health modernizes the medical equipment and supply industry by providing a technology-driven platform called Synapse Equip. This platform centralizes the ordering process for Durable Medical Equipment (DME) used in hospice and skilled nursing facilities, making it easier for patients, healthcare providers, and health plans to manage their needs. Synapse Equip works by streamlining orders, offering real-time updates, and reducing the time and costs associated with equipment procurement. Unlike its competitors, Synapse Health focuses on enhancing the user experience and customer retention, achieving a 99% retention rate among its clients. The company's goal is to improve the overall efficiency of the healthcare supply chain while ensuring a better experience for patients and prescribers.

Company Stage

N/A

Total Funding

$38.9M

Headquarters

Evanston, Illinois

Founded

2016

Simplify Jobs

Simplify's Take

What believers are saying

  • The hiring of Tim Frederick as CTO could drive technological advancements and further innovation in the platform.
  • Significant reductions in order time and costs for clients make Synapse Health an attractive option for healthcare providers and health plans.
  • The company's strong customer retention rate indicates a stable and satisfied client base, which bodes well for future growth.

What critics are saying

  • The healthcare technology market is highly competitive, and Synapse Health must continuously innovate to maintain its edge.
  • Reliance on service fees from healthcare providers and health plans could be a vulnerability if these clients face financial pressures.

What makes Synapse Health unique

  • Synapse Health's Synapse Equip platform uniquely centralizes and streamlines the ordering process for hospice and skilled nursing DME, unlike traditional fragmented systems.
  • The company's focus on real-time updates and reducing call volumes sets it apart by significantly enhancing the patient and prescriber experience.
  • A 99% customer retention rate underscores the platform's effectiveness and customer satisfaction, distinguishing it from competitors.

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