Team Lead, Qualifications

Synapse Health • Skokie, IL

2d • $24 - $30 • Onsite

About The Position

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.

Requirements

• 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.

Nice To Haves

• 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.

Responsibilities

• 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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree