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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.
What We Need
The Manager, DME Operations is a cross-functional role that will support Synapse Health’s Order Intake, Order Qualifications and Order Fulfillment teams.
- The Order Intake team is responsible for driving our member experience. The People Leader over this area is responsible for leading our Order Intake Specialists who are the voices of the company interacting with patients, physicians and the vendor network.
- The Order Qualifications team is responsible for qualifying patients for their durable medical equipment (DME). The People Leader over this area is responsible for leading our Order Qualifications Specialists who work to obtain insurance verification and the proper documentation necessary to fulfill an order.
- The Order Fulfillment team is responsible for ensuring patients durable medical equipment (DME) is fulfilled by Synapse Health’s downstream members. The People Leader over this area is responsible for leading our Order Fulfillment Specialists who partner with our downstream vendors to fulfill orders and confirm orders have been received and the documentation meets the expectations on standards and standard operating procedures.
What You Will Do
- Manage a team of supervisors who lead Order Intake Specialists, Order Qualification Specialists or Order Fulfillment Specialists through the day-to-day operations of creating new and reoccurring orders.
- Partner with DME Operations Leadership and peers to drive strategic initiatives, efficiencies and process improvements in the Order Management life cycle to improve the overall patient experience.
- Partner cross-functionally to manage teams that are answering inbound calls from customers on a multi-line phone system; process and create orders through data entry of inbound calls, portal orders and faxes; provide information to new and existing patients, troubleshoot common issues, provide virtual patient education, work with the other departments to find appropriate resolutions and escalate queries or concerns when necessary.
- Partner cross-functionally to manage teams that are working with referral sources, prescribers and/or patients to gather required information and documentation to meet insurance guidelines inclusive of health plan authorizations, patient prescriptions, etc. and patient co-payment collections prior to products being routed to the fulfillment team.
- Partner cross-functionally to manage teams that partner with Synapse Health's downstream vendors to ensure timely and accurate deliveries for our patients, inclusive of coordinating and confirming delivery times, managing delivery and vendor changes, and manages inventory management with downstream vendors.
- Manage direct teams (Order Intake) performance metrics and coach team members to meet/exceed performance metrics.
- Partner closely with Workforce Planning team to ensure appropriate staffing and coverage while allowing for training or department meetings.
- Maintain patient confidentiality and function within the guidelines of HIPAA.
- Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.
- Perform other job duties as assigned.
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. In addition, this role requires:
- Minimum of 4 years' experience in the healthcare or durable medical equipment (DME) industry in customer service or other related experience.
- Minimum of 4 years’ experience in a customer service call center or Managed Care environment in a supervisory role or equivalent capacity; experience managing managers preferred.
- Minimum of a Associates degree or equivalent, Bachelor’s Degree preferred.
- Proficient in MS Office applications and ability to learn department and job-specific software systems.
- Demonstrate effective communication skills.
- Demonstrate analytical skills when problem-solving.
What Sets You Apart
- Strategic Thinking: Demonstrates seeing the big picture, planning ahead, and putting thought into action.
- Adaptability: Adapts quickly to change and easily considers new approaches.
- Analytical Thinking: Demonstrates the ability to deconstruct information into smaller categories in order to draw conclusions.
- Decision Making: Manages to make the right decision in complex situations.
- Leadership: Demonstrates the ability to influence and guide members of an organization.
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.
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What We Do
At Synapse Health, we’re on a mission to transform the Durable Medical Equipment (DME) industry with innovative solutions that improve experience, accountability and transparency for all.
Synapse Health is a patient-focused, end-to-end technology-enabled solution that streamlines the entire DME process. We connect all the dots from the time an order is placed to the moment it is delivered to the patient (including administrative tasks like billing). We act as a catalyst for change across the DME ecosystem by connecting patients, prescribers, DME providers and payors, providing a seamless, efficient and positive experience.
Our solutions work in the background to manage every aspect of the DME process, providing real-time, accurate clinical and order information. This allows us to address patient needs faster and ensures orders are accurate and cost-effective. By improving accountability and transparency for all stakeholders, we are enhancing the overall experience. Together with our DME provider and prescriber partners, we provide patients with what they need, when and where they need it, simplifying the process and delivering better outcomes for everyone involved.
Why Work With Us
Our culture is built on a person-first mindset, starting with how we treat our team members and extending to the care we provide. We focus on fostering a warm, supportive environment that values each individual. Our mission-driven approach encourages transformation in healthcare, ensuring patients experience genuine, compassionate care.
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