The Opportunity

We're looking for a Supervisor, Durable Medical Equipment (DME) Operations, working in the Healthcare Systems & Services industry in Chicago, Illinois, United States.

• The Order Intake team is responsible for driving our member experience. The People Leader over this area is responsible for leading our Order Intake Specialists who are the voices of the company interacting with patients, physicians, and vendor network.
• 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.
• The Order Fulfillment team is responsible for ensuring patients’ durable medical equipment (DME) is fulfilled by Synapse Health’s downstream members. The People Leader over this area is responsible for leading our Order Fulfillment Specialists who partner with our downstream vendors to fulfill orders and confirm orders have been received and the documentation meets are expectations on standards and standard operating procedures are followed.

• Manage a team of Order Intake Specialists, Order Qualification Specialists, or Order Fulfillment Specialists through the day-to-day operations of creating new and reoccurring orders.
• Partner cross-functionally to supervise 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 supervise 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 supervise 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.
• Maintain patient confidentiality and function within the guidelines of HIPAA.
• Perform other job duties as assigned.

Experience Required for Your Success

• Minimum of an Associates degree or equivalent, Bachelor’s Degree preferred
• 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.
• 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