Onsite Lead, Qualifications

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

We are looking for a Onsite Lead, Qualifications, to lead a team of Order Qualification Specialists at Synapse Health as well as provide oversight to one of our offices, located in Hoover, AL. This team is responsible for qualifying patients' durable medical equipment (DME) orders. This Onsite Lead will lead the day-to-day work of the team as they work to obtain insurance verification, and the documentation needed to fulfill an order. This team also handles patient financial responsibilities for orders prior to processing.  Management experience in the DME industry is highly valued in this role and experience with processing/qualifications and/or billing for DME. Experience with DME payor guidelines and logistics will contribute to success in this role. This Onsite position will be in Hoover, AL. 

What You Will Do

• Supervise the day-to-day activities of Order Qualification Specialists through the day-to-day operations of creating new and reoccurring orders.  
• Serve as point for handling customer escalations and sensitive customer issues, following through to resolution.  
• Support the Order Intake team’s performance metrics and partner with the Manager, DME Operations to 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.  
• Identify and mitigate potential risks to facility operations and occupant safety. 
• Ensure compliance with relevant regulations, codes and standards (i.e. ensuring we are meeting accreditation standards).  
• Help oversee emergency preparedness plans and procedures. 
• Ensure compliance with safety regulations and environmental 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 an associate's 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. 
• This position is an onsite position that requires 5 days in office.  Must live within a commutable distance to Hoover, AL (35244).

What Sets You Apart

• Management and Leadership: Demonstrates the ability to influence and guide members of an organization.  
• Accountability: Demonstrates an understanding of the link between one's own job responsibilities and overall organizational goals and needs.  
• Adaptability: Adapts quickly to change and easily considers new approaches.  
• Customer Service: Works with customers to assess their needs to meet/exceed requirements and expectations.  
• Time Management: Demonstrate ability to manage your time productively and efficiently. 

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

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