Announced
·
Effective
One filing rule applies across the network. This article is the only place these deadlines are stated — if another article or document gives you a different number, this one governs.
Timely filing
Effective June 1, 2026
Synapse Health does not process payments for backdated months outside the 60-day timely filing period, on orders sent to Synapse Health more than 60 days after the date of service. Payment begins from the earliest timely date of service.
The 60 days are counted from the date of service. How the date of service is set depends on the order type — see “How the date of service is determined” in the network policy updates FAQ.
This rule replaces the phase-specific filing rules that applied when individual markets first transitioned to Synapse Health. There are no longer separate deadlines by state or by launch wave.
What a member transition payment requires
Three items are required for payment on a member transition:
- Prescription
- Delivery ticket
- Confirmed patient contact by Synapse Health
Full detail is in the Network policy updates effective June 1, 2026 — FAQs.
Disputing a payment
Effective June 1, 2026
Payment disputes must be submitted within the 30-day invoice reconciliation window, measured from the date your monthly payment details are uploaded to ShareFile — not from the date the payment lands.
Only dates of service within the 60 days before the invoice are considered during reconciliation. Orders from earlier periods are not considered for payment.
This window replaces the 120-day period stated in earlier billing materials.
The form comes to you
There is no download link for the Payment Reconciliation Form. Your assigned Statement Analyst includes it with your monthly statement — as the Payment Reconciliation tab — in your Accounts Receivable & Invoices ShareFile folder. Use the copy that came with the statement you are disputing.
If you cannot find it, or you do not know who your Statement Analyst is, contact your analyst directly or email vendorstatementsconnect@synapsehealth.com. Do not route statement questions through DME provider support.
How to submit
- Complete the Payment Reconciliation tab in your statement. Every row needs the patient’s full name, date of birth, policy number, date(s) of service, HCPCS code and quantity. Reconciliations missing any of these fields are denied.
- Upload it to the same AR & Invoices ShareFile folder.
- Upload within 5 days of the statement to have the dispute applied to your next payment statement. Submissions after 5 days are applied to the following month’s statement instead.
Anything received more than 30 days after your payment details were uploaded is not accepted.
If an order is past timely filing
You may still submit documentation for consideration. A common example is proof that a payor recently recouped payment based on updated coordination of benefits showing the patient was covered by another payor.
Send it to DME provider support rather than resubmitting the order.
Two 30-day requirements — do not confuse them
Two separate 30-day requirements took effect June 1, 2026:
- The invoice reconciliation window — the deadline to dispute a payment, measured from the date your monthly payment details were uploaded to ShareFile.
- Member transition actions — provider tasks that must be completed within 30 days during a transition. See Member transition actions for DME providers.
These measure from different triggers. Confirm which one applies before you calculate a date.
Questions
If the deadline math does not come out cleanly, or you are working an order with an older date of service and are unsure which rule applies, contact support before the window closes.
DME provider support
Email dmeprovidersupport@synapsehealth.com
Phone 1.888.33.MYDME (1.888.336.9363)
Related
- Billing scenarios explained — who bills in each coverage and order scenario
- How to get paid
- Network policy updates effective June 1, 2026 — FAQs
- Member transition actions for DME providers