Vendor Order Completed (VOC) orders
What a VOC order is, the two deadlines that make it payable, and how to submit one in the Connect portal.
A Vendor Order Completed (VOC) order is an order where the equipment was provided to the patient before Synapse Health approved or initiated the order. You can only submit VOC orders if your contract with Synapse Health allows submission of delivered orders.
1. Within 5 days of the date of service: submit the order in Connect with the patient demographics, a complete delivery ticket (proof of delivery) and any other supporting documents you have.
2. Within 90 days of the date of service: provide all qualifying documentation that meets Medicare guidelines, such as the Standard Written Order (SWO), testing and face-to-face (F2F) notes, as applicable to the product.
If the order or any required document is received after the 90-day window, the order is not payable for that date of service.
The date of service is the delivery date for in-home or in-branch deliveries, or the ship date for mail-order fulfillment. This is the date you enter in the Order Delivered Date field in Connect, and it starts both clocks.
How to submit a VOC order in Connect
- Start a new order request in Connect. See Placing an order in the Connect portal.
- Under Was this order already delivered?, select Yes.
- Enter the Order Delivered Date. This is required.
- If the patient is being discharged from a hospital or skilled nursing facility, select Yes under Is the patient discharging from a Hospital or Skilled Nursing Facility? and enter the Discharge Date. Hospital discharge orders can be delivered up to 48 hours before hospital discharge for payment to be processed.
- Complete the remaining sections: Order Details, Insurance, Patient, Diagnosis Codes, Deliver To and Product Selection.
- In Documents, upload the delivery ticket and any supporting documents you have.
Questions while you are in the form? Use the Need help? button in the lower right corner to reach live chat. See How to use live chat for help.
Failure to regularly meet the 5-day submission and 90-day documentation requirements will lead to Synapse Health removing your ability to submit VOC orders.
Not the same as the 5-day delivery confirmation window
The 5-day VOC requirement applies to orders you delivered before Synapse Health approved them. It is separate from the 5-day delivery confirmation window, which applies to orders Synapse Health assigns to you in Fulfill.