Manager, DME Operations - Qualifications

Synapse Health | Who We AreWith 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 NeedSynapse Health is looking for People Leaders who can be utilized as cross-functional People Leaders, while leading a team within one of our key areas of operations. The Manager, DME Operations - Qualifications is a cross-functional role that will support Synapse Health’s Order Qualifications team. This position is the point person with the vendors to ensure accurate and timely orders.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.What You Will DoManage a team of supervisors who lead Order Qualification 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 Healths 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 HaveAt 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 of 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 ApartStrategic 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 ApartIt’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 pathsHealthy work-life balance culture with paid time off (PTO)Medical, dental and vision insurance for full-time team members401K savings plan with employer contribution matchSynapse 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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