Team Lead, Qualifications

About the role

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

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.
• 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.
• Prepare, convert, and maintain paper and electronic documentation within the organization’s document management systems in accordance with retention policies.
• Support the development of educational materials and assist with training or instructional efforts for healthcare personnel, as needed.
• 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.
• 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).

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.
• A high level of attention to detail and a strong commitment to accuracy, compliance, and quality.

Qualifications

• Must live within a commutable distance to Skokie, IL 60076 as this is a fully onsite position.

Skills

• 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.

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.

Pay

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.