Delivery confirmation policy and the 5-day window

Answers to the most common questions about the 5-day confirmation requirement, order reassignment, backlog cleanup and the new Fulfill filters.

All orders must have a qualifying status update entered in the Fulfill platform within 5 business days of order assignment. If no update is submitted by the end of Day 5, the order becomes eligible for reassignment to another network partner at midnight on Day 6.

This article answers the questions providers ask most often about that requirement: how the clock is counted, what counts as an update, what reassignment means for payment, how to clear an existing backlog, and how to use the new Fulfill filters. It applies to all Synapse Health network subcontractors.

The 5-day delivery confirmation window

What is the new policy in plain terms?

Effective immediately, all orders must have a qualifying status update entered in the Fulfill platform within 5 business days of order assignment. If no update is submitted by the end of Day 5, the order becomes eligible for reassignment to another network partner at midnight on Day 6.

When does the 5-day clock start – when I accept the order or when it is assigned?

The clock starts at assignment, not acceptance. The moment an order is created and assigned to your organization, the 5-day window begins. Time spent reviewing an order before accepting it counts against your window. To protect your delivery time, accept orders as quickly as possible.

Do I need to complete the full delivery within 5 business days?

No. You are not required to complete delivery or submit a full Delivery Ticket (DT) within 5 days – except on threshold orders. You simply need to submit at least one qualifying status update in the Fulfill platform showing that the patient has been engaged (e.g., a scheduling confirmation, shipment notification, or delivery completion note). Full documentation, including the Delivery Ticket, is still required for order closure and payment and must be submitted no later than 60 days from the date of service.

How are business days defined?

Business days are Monday through Friday, excluding federal holidays. If an order is assigned after 5:00 PM local time, Day 1 begins the following business day. If the Day 5 deadline falls on a weekend or federal holiday, it extends to the next business day.

What counts as a qualifying status update

Does an internal note in my own system count?

No. Updates must be entered and visible in the Synapse Fulfill platform to qualify. Internal notes, emails, or records kept outside the platform will not count toward the 5-day requirement.

What happens if you miss the day 5 deadline

What happens if I miss the Day 5 deadline?

If no qualifying update is on file by midnight at the end of Day 5, the order becomes eligible for automatic reassignment to another network partner. Once reassigned, the order is permanently transferred – it will not return to your queue, and you will forfeit reimbursement for that order.

Can I get a reassigned order back?

No. Reassignment is permanent. If you believe a reassignment has occurred in error, contact your account executive immediately, but reassigned orders are not recoverable under normal circumstances.

What happens to the patient when an order is reassigned?

Synapse Health will contact the patient directly to notify them of the delay in care. The patient will be offered a change of provider if they are dissatisfied.

I already delivered the equipment but missed the confirmation deadline. Will I still be paid?

If your order has been reassigned due to a missing confirmation – even if equipment was already delivered – contact your account executive immediately. The best way to prevent this situation is to submit delivery confirmation before the Day 6 cutoff. Do not wait until after delivery to enter the status update.

How reassignment rates affect your network standing

Are reassignment rates tracked?

Yes. Synapse Health tracks and reports reassignment rates across all network partners. Consistent patterns of non-confirmation will trigger a formal network performance review. Partners who reliably meet the 5-day standard will receive priority consideration for new referral volume.

Resolving your existing backlog orders

Does this policy apply to orders that were already assigned before the effective date?

Yes. You are asked to urgently review and resolve your existing backlog within 10 business days of this notice. Your designated Order Management contact(s) will receive a report summarizing your open orders organized by aging bucket to help you triage efficiently.

What should I do for backlog orders where equipment has already been delivered?

Submit a retroactive Delivery Ticket or a confirmation note in the Fulfill platform as soon as possible. Do not delay – these orders are at risk of reassignment.

What should I do for backlog orders where delivery has not yet occurred?

Submit a scheduling note in Fulfill immediately, or contact your account manager to discuss resolution options.

How will I know which orders are in my backlog?

Your Order Management contact(s) will receive a report with your specific open orders organized by aging bucket. You can also view pending orders in real time using the filters in the Fulfill platform, described in the next section. You do not need to build this list yourself.

Using the new Fulfill platform filters

What are the new filters in Fulfill?

Three filters have been added to help your team identify and act on orders that need attention.

Will the filters be set up automatically in my account?

These filters will be automatically pushed to all existing user accounts as of the initial rollout on 5/1/2026. If you were an active user at that time, you will find them already in your account. New users added after 5/1/2026 will need to create the filters manually – instructions are included at the end of the Fulfill Filter Setup Guide.

How do I manually create the filters if I am a new user?

Log in to Fulfill and navigate to the main orders screen, then follow these steps for each filter:

1. Select the correct Status and Priority settings listed in the Filter Summary table in the Fulfill Filter Guide
2. Apply the correct sort order for that filter
3. Click ‘Save Filter’ in the top right, name the filter, and click save
4. Verify each filter appears correctly in your filter list before use

Refer to the Filter Summary on page 1 of the Fulfill Filter Setup Guide for exact settings, or contact your account representative for assistance.

Is there a new button in Fulfill to indicate a scheduled delivery?

Yes. Synapse has added a button to the Fulfill platform that allows you to quickly indicate when a delivery is scheduled. Instructions for using this feature are available in the DME Provider Resource Hub.

Where can I find all Fulfill guides and resources?

All guides, including the filter setup instructions and the new scheduled delivery feature guide, are available in the DME Provider Resource Hub. Contact your account manager to confirm access if needed.

Why this policy exists and who it applies to

Why is Synapse Health implementing this policy now?

This change is driven by two priorities. First, patient care: unconfirmed deliveries create gaps in visibility for patients who may not have received equipment their physician prescribed. Second, compliance: UnitedHealthcare now requires timely delivery confirmation under the Synapse Health network agreement, consistent with their member care standards and CMS obligations. Synapse Health is responsible for confirmation of performance across all subcontracted suppliers.

Who does this policy apply to?

This policy applies to all Synapse Health network subcontractors, effective immediately for all new orders from the effective date forward, and retroactively for existing backlog orders within 10 business days.

Support, escalation and advance warnings

Who do I contact if I have questions about a specific order?

Contact your designated Order Management contact or your Synapse Health account executive. You can also reach the provider support team by email.

Will I receive alerts before an order is about to be reassigned?

Yes. Your designated order management contact(s) will receive automated Day 3, Day 4, and post-reassignment reports for any order approaching the Day 5 deadline without a qualifying status update. These are early warnings designed to give you time to act before reassignment occurs.