A step-by-step walkthrough of the Fulfill portal for DME providers: order statuses, reviewing an order, accepting or rejecting it, and completing it with tracking, documents and notes.
This guide is for DME providers working orders in the Synapse Health Fulfill portal. It covers what each order status means, how to open and review an order before you decide on it, how to accept or reject it inside the required response window, and how to complete it – including adding tracking, uploading documents and using order notes.
Work through it in order the first time. After that, use the section links to jump to the task you are doing.
Reading the order status on your dashboard
The Status column on your dashboard indicates what stage of processing an order is in.
| Status | What it means |
|---|---|
| Pending Acceptance | New order is pending DME provider acceptance or rejection. |
| Pending Order | DME provider has accepted the order, but delivery is still pending. The order is not marked completed. |
| Pending Synapse Review | No action needed by DME provider. Synapse is confirming delivery and patient satisfaction. |
| Completed | Order is completed. No action needed by DME provider or Synapse. |
| Canceled | Order has been cancelled for various reasons. |
Orders sitting in Pending Acceptance carry a response deadline that depends on the order’s priority.
| Order priority | Response requirement |
|---|---|
| Urgent / Hospital Discharge | Must be accepted or rejected Same Day |
| High Priority | Must be accepted or rejected Same Day / Next Business Day |
| Low, Normal Priority | Must be accepted or rejected Within 3 Business Days |
Opening and reviewing an order
- To pull up a specific order, either click anywhere on the row of the order from the dashboard, or click “click here” from an email order notification.
- The order will open on the right hand of the screen.
- Scroll to review patient information, delivery address, associated documents, products in the order, delivery instructions, etc.
Reviewing product information before you accept
Prior to accepting an order, a DME provider should review all product information to identify if all products listed in the order are able to be fulfilled in the quantities specified.
| Column | What it shows |
|---|---|
| Product | Will list the product, including whether it’s a specific manufacturer or generic, and the product ID / part # |
| HCPCS | Specific HCPCS code for the product |
| Qty | The quantity of the product needed |
| Notes | Sticky note box will be bolded if there is a note on that specific product. Click to open. |
Accepting or rejecting an order
The DME provider will use the Accept or Reject buttons within the order to let Synapse Health know if they will accept the order.
If the DME provider is unable to fulfill the order due to quantity, item selection, or service location, the order should be Rejected. Once rejected, a rejection reason field will appear. This must be completed to indicate why the order cannot be accepted.
| Your action | What happens next |
|---|---|
| Accept | Order flips to Pending Order and an access code is generated for the Delivery portal. |
| Reject | Order disappears from the dashboard and will be corrected and returned, or pushed to another DME provider. |
When rejecting an order, include a rejection note whenever applicable. For example, if the product is out of stock, include a note only if a replacement item is available as an alternative.
Completing an order
If unable to use the Delivery Portal: Upload the delivery ticket and/or the itemized receipt into the Fulfill Portal under the designated document upload section, then click “Mark Complete.”
No additional note is required to notify Synapse that the order documents have been uploaded. By marking the order complete, it will automatically route to the appropriate Synapse location for processing.
Shipped orders
Once tracking information becomes available, it should be entered in the designated tracking field within the Fulfill Portal, not in the notes section. The DME provider should then mark the order as complete.
Adding tracking for shipped orders
- Once the carrier, tracking number, and product has been selected, click “add” to list that tracking information for the order.
- If all order items are being shipped in the same order, you can select “all remaining products” from the product selection drop down.
- If products will be sent in separate shipments, you can add separate tracking numbers and edit items in that shipment.
- Once tracking has been added, the DME provider should mark the order as complete. No additional note is required to notify Synapse Health that tracking has been uploaded.
- Delete or edit tracking information after it’s been added by clicking the respective icon on the right side of the row.
Uploading and downloading order documents
- Uploading – if the DME vendor is not utilizing the Delivery Portal, the signed delivery ticket / itemized receipt should be uploaded in this section.
- Downloading – download and view any documents that have been uploaded by the Synapse Health staff by selecting the blue arrow to the right of the document listed.
The Documents panel lists the supported upload formats: .txt, .pdf, .jpeg, .jpg, .tiff, .tif.
Using order notes
- Click into the text box and enter your note.
- Click the “Send Note” button.
- If the note you entered requires a Synapse Health response, the DME provider will receive an email notification when Synapse responds AND an alert will be added to the order.
What order notes are and are not for
Notes should be used for communication related to delivery execution only.
- Use notes for – scheduling attempts, patient declined delivery, and missing documentation for orders that require a setting
- Do NOT use notes – to provide tracking information, to advise of order acceptance and completion, or to share internal DME vendor information (e.g., Brightree IDs)
Getting help with an order
DME provider support
-
DME Provider Order Assistance
(888) 801-9449 -
Email
dmeprovidersupport@synapsehealth.com
