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. 

Learn more at SynapseHealth.com and on Synapse Health’s LinkedIn. 

What We Need: 

As a Team Lead, 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. You are the voice of the organization when interacting with provider offices and internal partners, ensuring orders are clean, complete, and processed in alignment with payer and regulatory 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.

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).
• Apply and interpret insurance provider and health plan guidelines to determine qualification and authorization requirements.
• Perform routine audits of patient medical records to ensure accuracy, completeness, and compliance with internal standards and regulatory requirements.
• 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.
• Respond to inquiries related to patient charts, documentation requirements, 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.
• Serve as a subject matter expert within the Qualifications team, assisting Specialists with complex cases or interpretation of guidelines.
• Partner with Training and Quality teams to mentor and coach Qualifications Specialists and support onboarding and ongoing skill development.
• Represent the Qualifications 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.
• Monitor order volumes, requests, and follow-up tasks to help balance workload and maintain service level expectations.
• Facilitate Daily Quick Huddles (DQHs) as needed to communicate updates, address priorities, rebalance workload, and support team questions.
• Provide interim team coverage and leadership support as needed (this role does not have direct reports).
• Perform additional duties as assigned to support departmental and organizational objectives.

What You Have:  

At Synapse Health, we’ve intentionally built a culture rooted in kindness, collaboration, and creativity, qualities we consider essential for every team member. Additional requirements include:

• 4+ years of recent experience in the healthcare equipment or durable medical equipment (DME) industry, including qualifications, customer service, logistics, patient transitions, or related roles.
• Associate degree or equivalent experience required; Bachelor’s degree preferred.
• Proficiency in Microsoft Office applications and the ability to quickly learn department- and role-specific systems.
• Strong organizational skills with the ability to manage complex, high-volume documentation workflows.
• Effective verbal and written communication skills across provider offices, internal teams, and leadership.
• Strong analytical and problem-solving abilities to interpret guidelines and resolve documentation issues.
• High attention to detail and a strong commitment to accuracy, compliance, and quality. 
• Must live within a commutable distance to Skokie, IL 60076 as this is a fully onsite position.

What Sets You Apart: 

• Customer-Focused: Builds strong relationships with providers, patients, and internal partners.
• Effective Communicator: Clearly conveys complex documentation and qualification requirements.
• Nimble Learner: Adapts quickly to changing payer rules, regulations, and systems.
• Action-Oriented: Approaches challenges with urgency, accountability, and follow-through.
• Process-Minded: Identifies opportunities to improve documentation quality and operational efficiency.
• Tech-Savvy: Comfortable adopting and promoting new tools and technologies.

Compensation:

The pay range for this position is $23.85 – $29.81 per hour. This range reflects the anticipated compensation at the time of posting. Final compensation will be based on factors such as relevant experience, demonstrated skills, internal equity, and prevailing market conditions. Compensation discussions are encouraged throughout the hiring process.

What Sets Us Apart: 

Work is a part of life, but at Synapse Health, we believe it should be meaningful and enjoyable. We’re committed to helping our team members thrive personally and professionally, which is why our benefits include:

• Professional growth opportunities with compelling career paths
• Healthy work-life balance supported by generous paid time off (PTO)
• Comprehensive benefits package, including medical, dental, vision, STD & LTD insurance for full-time team members
• 401(k) savings plan with employer matching contributions