Manager, DME Provider Account Management - Synapse Health

What We Need

We are seeking a Manager, DME Provider Account Management to lead and mentor a team of National Account Managers. This key leadership role will oversee all aspects of DME provider account management, ensuring high levels of customer satisfaction and effective management of critical accounts. The Manager will be responsible for driving strategic initiatives, improving operational processes, analyzing performance data, and coordinating with vendors and internal teams to deliver exceptional service

What You Will Do

• Supervise, guide, and mentor a team of National Account Managers to ensure the successful management of subcontracted DME provider accounts.
• Oversee all aspects of DME provider accounts, ensuring alignment with company goals and customer satisfaction targets. Serve as the main point of contact for escalated issues or high-priority accounts.
• Track key performance indicators (KPIs) for account management activities, ensuring all team members meet and exceed service goals. Provide regular reporting to leadership and stakeholders on account health, performance, and progress towards goals.
• Conduct detailed data analysis to identify trends, gaps, and opportunities for improvement within the DME provider portfolio. Use insights to refine strategies and drive operational excellence.
• Lead the communication and coordination with national vendors to foster strong relationships. Ensure that the vendor’s voice is represented, and their feedback is effectively communicated to internal teams.
• Continuously evaluate current processes and systems to identify opportunities for improvement. Lead initiatives aimed at optimizing workflows, enhancing platform capabilities, and improving overall service delivery.
• Work closely with teams across the organization—including sales, finance, technology, and customer service—to ensure seamless communication and alignment in support of DME provider accounts. Champion collaboration to drive process improvements and operational efficiencies.
• Oversee the management and maintenance of client contracts, pricing structures, and service-level agreements. Ensure accuracy in documentation and compliance with established terms and conditions.
•  Foster a culture of continuous improvement and professional growth within the account management team. Provide coaching, training, and career development opportunities to your direct reports.

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: 

• Bachelor’s degree required; advanced degree or certifications in healthcare, business, or a related field is a plus.
• 5+ years of experience in account management, customer success, or related roles within the healthcare or DME industry, with a proven track record of leading high-performing teams.
• Leadership experience with a demonstrated ability to manage, mentor, and motivate a team in a fast-paced, results-driven environment.
• Salesforce experience preferred, with a strong proficiency in utilizing CRM systems to manage accounts and analyze performance data.
• Advanced proficiency in MS Office (Excel, PowerPoint, Word), with a keen ability to analyze data, prepare reports, and present findings to stakeholders.
• Strong understanding of KPIs and data analytics—able to identify trends, diagnose performance gaps, and take proactive steps to improve outcomes.
• Excellent communication skills—ability to clearly articulate strategic objectives, handle sensitive customer issues, and communicate effectively with all levels of internal and external stakeholders.
• A passion for process improvement and operational efficiency, with a history of implementing successful enhancements that deliver measurable impact.
• Vendor management experience, with the ability to build and maintain strong relationships with external partners.
• Attention to detail and a commitment to maintaining high standards of quality in both individual and team efforts.

What Sets You Apart

• Strategic Thinker: Ability to think critically and align team objectives with company goals, ensuring consistent performance across all accounts.
• Collaborative Leader: You lead by example, fostering an environment of teamwork, trust, and transparency.
• Proactive & Results-Oriented: You take initiative, stay ahead of potential challenges, and consistently drive toward measurable results.
• Problem Solver: You excel in identifying root causes of issues and crafting data-driven solutions that enhance outcomes and improve service delivery.
• Customer-Centric: You put customer satisfaction at the heart of every decision, acting as the voice of the customer to both internal teams and external partners.