Completing orders in the Delivery portal

A step-by-step guide for DME provider field and front-office staff: accessing an order, entering product details, collecting signatures, and submitting deliveries, service requests and pickups.

The Delivery portal is utilized by front-line DME provider staff to complete orders electronically during threshold deliveries, store front pickup, as well as pickup and services requests. It runs in a browser on smart devices and computers, and no username or password is required.

This article walks through the standard delivery workflow from start to submission, then covers the two other order types the portal handles – service requests and pickup requests – and where to get help.

When to use the Delivery portal

Use the Delivery portal to complete orders electronically in the field or at your front office.

Step 1: Access an order

Accessing is easy – no username or password is required.

Enter both on the Delivery portal start screen, or click the embedded hyperlink.

Step 2: Review order details

Once the access code and patient last name have been entered, or the hyperlink selected, click Start to bring up the order details screen. You can access the Delivery portal pages at the top of the screen at any point.

On the order details screen you can:

• Call the DME Provider Line – in the top right corner of the screen, click the headset icon to call regarding any order questions or concerns while you are in the field
• View patient information – including order number (order ID), patient name, delivery address, and contact information
• View notes – including messages between the DME provider and Synapse, by clicking the notes button on the top right
• Add a message – select “+ Add Note”

Step 3: Complete the order products page

This page applies to deliveries and walk-ins. Scroll down from the order details to find the products listed individually, then complete each product.

1. Scroll down from the order details to find the products listed individually
2. Enter Serial/Lot Number if applicable
3. Enter Manufacturer if applicable
4. Enter Model if applicable
5. Enter Last PM (Preventative Maintenance) in MM/DD/YYYY format, or select the date by clicking the calendar on the right side of the text box. If uncertain of last PM, enter today’s date
6. Enter patient pin # if applicable
7. Once all sections are completed, click Next

If a product has a blue sticky note next to the quantity, then there is a specific note associated with that item. Click the sticky note to open it.

Step 4: Collect the patient or representative signature

1. Click the first box to add patient or representative signature
2. Type in patient OR representative name
3. Select relationship to patient if representative is signing. If patient, select Self
4. Patient or representative signs in the open box
5. Patient or representative checks boxes to accept
6. Click “Create” to finish signature

RTs doing virtual set-ups for respiratory products should sign N/A for the patient signature.

Step 5: Collect the technician signature

1. Click the second box
2. Type technician name
3. Technician signs name
4. Accept signature with check box
5. Click “Create”
6. Option to click “View Documents” to view the delivery packet

Synapse can also mail or email a copy of the delivery packet.

Step 6: Review the order before you submit

Review Order Details, Signatures, and Order Products for accuracy. If you notice any discrepancies:

• Click the first or second check box to go back to the first or second page, respectively
• Click the note pad next to the signatures to edit a signature
• Click the previous button in the bottom left corner of the screen to go back a page

Once completed, click “Submit” in the bottom right corner of the screen.

Step 7: Submit the order and confirm completion

After a technician submits an order:

• The screen will note that the order was completed
• The status will change to “Pending Synapse review” in Fulfill
• The technician can click “start new order” to be brought back to the Delivery screen

Completing a service request

A service request follows the same three-page shape as a delivery, with a service order page in place of the order products page.

Order details page

1. Access the Delivery portal similarly to a normal delivery, with access code and patient last name
2. Review order details, including reason for service and item needing servicing
3. View order level notes or messages with the “notes” button
4. Select “Next” to move to the second page

Service order page and signatures

1. The service technician will complete the service order page by noting whether they were able to service the product, and whether the product was exchanged
2. Add comments if applicable
3. Click “Next”
4. Complete signatures the same way as a delivery – see the patient or representative signature and technician signature steps above
5. Click “Next” once signatures are completed

Service request completion

As with other deliveries, review the order on the order review page. Once service has been completed, click the “Submit” button to complete the order.

Completing a pickup request

• Pickup requests will be pushed to DME providers in the Fulfill portal the same way new orders are
• To complete pickup requests, the DME provider must process the request through the delivery portal by verifying order details, adding the necessary signatures, and submitting the request

Where to get help

The Synapse operations team is available to provide support for any problems along the way. Use the fulfillment dispatch contacts for anything about a specific order, and DME provider support for user access or general supplier questions.

For user access or general supplier questions, email dmeprovidersupport@synapsehealth.com. This address is not to be used for urgent order questions.