Director, DME Qualifications (Hospital Program)

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: 

Synapse Health is seeking a seasoned leader to join our team as the Director, Qualifications (Hospital Program). This role will oversee the Order Qualifications team within our DME Operations, ensuring accurate and timely processing of orders and maintaining high standards of patient care. The ideal candidate will have extensive experience in the healthcare or durable medical equipment (DME) industry, with a strong background in customer service and leadership.

What You Will Do: 

• Lead and manage a team of supervisors responsible for guiding Order Qualification Specialists in day-to-day operations, ensuring adherence to established processes and performance standards.
• Collaborate with DME Operations Leadership and peers to drive strategic initiatives, efficiencies, and process improvements in the Order Management life cycle, enhancing the overall patient experience.
• Partner cross-functionally to manage teams handling inbound calls, data entry, patient education, and issue resolution, ensuring seamless coordination between departments and exceptional customer service.
• Oversee teams responsible for working with referral sources, prescribers, and patients to gather required information and documentation, meeting insurance guidelines and facilitating patient co-payment collections.
• Manage relationships with downstream vendors, prescribers, and referral sources to ensure timely and accurate deliveries for patients, including coordination of delivery times, managing inventory, and resolving any delivery-related issues.
• Monitor and coach team members to meet or exceed performance metrics, providing ongoing feedback and support for professional development.
• Collaborate closely with the Workforce Planning team to ensure appropriate staffing levels and coverage, allowing for training and departmental meetings.
• Collaborate with Business Development Team to ensure shared performance metrics are being met, overall satisfaction of external customer relationships and solutions driven problem solving.
• Uphold patient confidentiality and compliance with HIPAA guidelines in all aspects of operations.
• Accomplish team results by effectively communicating job expectations, monitoring performance, coaching and developing employees, and enforcing productivity standards.
  
  

What You Have:  

Requirements

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:

• Minimum of 8 years of experience in the healthcare or DME industry, with a focus on post acute discharge order processing.
• Minimum of 4 years' experience in a supervisory role within a customer service team or Managed Care environment.
• Associate's degree or equivalent required; Bachelor's degree preferred.
• Proficiency in MS Office applications and ability to learn department and job-specific software systems.
• Strong communication skills, both verbal and written, with the ability to effectively engage with diverse stakeholders.
• Analytical mindset with proven problem-solving abilities, able to navigate complex situations and drive solutions.
  
  

What Sets You Apart: 

• Demonstrate organizational skills.
• Demonstrate effective verbal and written communication skills.
• Demonstrate analytical skills when problem-solving.
• Demonstrate high attention to detail and a high degree of accuracy.
  
  

What Sets Us Apart

Benefits

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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