Outpatient Success Manager

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: 

The Outpatient Success Manager will report directly to the Director, Outpatient Success. This team member is responsible for ensuring a smooth and efficient experience for outpatient clients, from initial engagement through service delivery. This role will focus on all prescriber needs, building and executing processes, and ensuring that our technology solutions are leveraged to optimize care. This role will focus heavily on serving as the primary contact for prescriber clients.

What You Will Do: 

• Establishes relationships with outpatient prescribers and teams, providing education and support to guide utilization of Synapse processes and technology, troubleshooting and escalating issues, and serving as a key resource and subject matter expert for prescriber teams. 
• Effectively working through a high volume of inbound and outbound calls, emails, chat interactions and video walk-throughs in a fast-paced environment.
• Initiates lead/demand generation strategies such as cold calling and electronic communications to establish key contacts with referral sources and foster partnerships. 
• Understands how the insurance authorization, benefits and financial process operates and can explain the basics to the patient, referral source, physician, etc. when asked.
• Discusses coverage guidelines with patients/referral sources and arranges for payment of non-covered items. Contact referral sources to discuss any problems or delays encountered during insurance verification.
• Review and confirm that diagnoses and disease-state warrant the need for prescribed durable medical equipment (DME) from a reimbursement standpoint.
• Understands issues related to the most cost-effective delivery method for DME ordered.
• Acts as a resource to all external customers to facilitate resolution of Synapse Health patient and prescriber issues in coordination with members of the operational teams within Synapse Health to assure optimal patient and referral source outcomes.
• Acts as a resource for referral source staff regarding Medicare, Medicaid and private insurance documentation and reimbursement guidelines related to equipment and services.
• Train internal and external users on proprietary platform, highlighting value and benefits to increase adoption, and serve as first line of support for troubleshooting. 
• Perform additional job duties as assigned.  

What You Have:  

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:

• Bachelor’s degree in sales, business management, healthcare, within the HME/DME arena. 
• At least 2 years of experience in the healthcare industry in an inside sales, customer success, provider relations, digital sales or lead generation position.
• Knowledge of billing, documentation, and reimbursement guidelines/ issues, including but not limited to Medicare, Medicaid, Other Third Party, and contracted payers.
• Proficient in MS Office applications and ability to learn department and job-specific software systems.
• Proficient in online ordering and electronic referral platforms.
• 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 You Apart: 

• Experience with DME or outpatient healthcare technology platforms.
• Proven ability to manage prescriber/healthcare provider relationships and improve service delivery.
• Ability to work independently and take initiative in a dynamic, fast-paced environment.
• Strong interpersonal skills with a focus on patient-centered care.

What Sets Us Apart: 

• 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.

Synapse Health, Inc will never request personal or sensitive information during the recruitment process. Please see our Careers Page for more information to protect yourself from scammers and to learn more about our recruitment process.