Team Lead, Qualifications

Who We Are

: At Synapse Health, we're streamlining the durable medical equipment (DME) process. We manage intake, documentation, routing, claims, billing, and patient support. Our model reshapes how DME is delivered and experienced.

Since 2016, with decades of industry and leadership experience, we've delivered tech-based solutions that help our partners to modernize operations, improve coordination, and reduce administrative burdens. By taking on operational and financial complexity, we're redefining how DME works for providers, prescribers, and patients. We are proud to offer work that matters, on a mission that matters .

com and on Synapse Health’s LinkedIn .

Qualifications

within the Customer Connect Center (CCC) at Synapse Health, you serve as both a senior subject matter expert and a day-to-day leader supporting clinical documentation accuracy, payer compliance, and operational efficiency.

team, assisting Specialists with complex cases or interpretation of guidelines.

Specialists and support onboarding and ongoing skill development.

team on departmental and cross-functional initiatives focused on customer experience, efficiency, and quality improvement. Support leadership in driving departmental KPIs by identifying trends, risks, and opportunities for improvement. Assist leadership and Compliance teams with escalated patient or member issues, concerns, or complaints.

Requirements

In this role, you maintain hands-on responsibility for complex qualification work while mentoring and coaching Specialists, monitoring workflow health, and contributing to process improvement initiatives. Although this position does not have direct reports, it carries meaningful leadership responsibility and is viewed as a pipeline role for future management positions. This position is fully onsite in the Synapse Health office in Skokie, IL 60076.

. Perform routine audits of patient medical records to ensure accuracy, completeness, and compliance with internal standards and regulatory

Identify documentation gaps, discrepancies, or errors and coordinate directly with referral sources and provider offices to obtain clarification or additional records. Prepare, convert, and maintain paper and electronic documentation within the organization’s document management systems in accordance with retention policies. Maintain compliance with policies and procedures for documenting, storing, and retrieving medical, legal, and insurance information in accordance with federal, state, and local statutes.

, and qualification status. Run insurance cost estimates, support collection of patient responsibility when applicable, and explain rental versus purchase options. Present and distribute provider documentation and product education materials to patients, coordinating electronic signature collection as required.

Support the development of educational materials and assist with training or instructional efforts for healthcare personnel, as needed.

What You Will Do

: Manage referrals by ensuring all required clinical documentation is obtained, reviewed, and validated within established timelines. Record and maintain incoming orders within medical record systems and manage precertification and recertification processes for Durable Medical Equipment (DME).