About the Role
Manager, DME Operations – Qualifications
Remote
Synapse Health | Who We Are
With the collective efforts of ourepicteam members, were 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, weve launched tech-based solutions that eliminate age-old DME headaches, resulting in a seamless experience for all. We are proud to offerwork that matters, on a mission that matters.
Intrigued? Learn more atSynapseHealth.comand onSynapse Healths LinkedIn.
What We Need
Synapse 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. TheManager, DME Operations – Qualificationsis a cross-functional role that will support Synapse Healths Order Qualifications team. This position is the point person with the vendors to ensure accurate and timely orders.
TheOrder Qualifications teamis 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 Do
- Manage 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 Have
At Synapse Health weve 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, Bachelors 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.