Getting started and troubleshooting in the Connect portal

What to do first as a new Connect user, and how to resolve the sign-in, eligibility and order-update problems providers hit most often.

The Synapse Health Connect portal simplifies the ordering process and provides real-time visibility. This article covers the first steps to take as a new Connect user and the answers to the questions DME providers ask most often once they are working in the portal.

It is written for DME provider staff who have been set up in Connect. For the full step-by-step ordering walkthrough, see the Connect portal user guide.

Getting started with Connect

Have questions on functionality or need help placing orders? Use the ‘Need Help?’ button in the lower right corner at any time.

Sign-in problems: MFA and lockouts

I logged in, entered my multi-factor authentication (MFA) code and nothing happened

The steps to help resolve the issue you are experiencing are contained in the Connect Portal – MFA and Quick Fix Tips document. Once you have had a chance to complete them, please let us know if they worked for you. We truly appreciate your patience and are here to support you every step of the way.

I tried to log in and it is not working – it says user is locked out

Please verify that you are using your Connect username provided in the ‘Connect Portal Welcome’ email we sent you upon your initial setup. If this does not help, please send a screenshot of the error to outpatientsuccess@synapsehealth.com and our team will reach out to assist you live.

I created my own account on your portal and now I am locked out of Connect

Please reach out to dmeprovidersupport@synapsehealth.com who will assist with obtaining the information required for setup and access to the Connect portal as a DME Provider.

Checking order approval and order updates

How do I check if my order is approved?

You can monitor this in the Connect portal dashboard under the Orders tab.

Where do I find order updates for orders placed in Connect?

Go to your Connect portal dashboard, click on Orders, click on the icon, select the topic and write your note. Our intake department will respond within 24-48 hours.

If you do not receive a response within 24-48 hours and have an urgent order inquiry, you can receive live help by clicking the ‘Need Help?’ button in the bottom right corner.

To receive order updates on any order sent by email, fax or SFTP site you will need to call 1.888.336.9363.

How do patients receive updates?

Patients can create an account and use the Synapse Health Patient Portal to receive updates on their equipment and supplies and to communicate with our teams.

Insurance verification and eligibility errors

An insurance verification or eligibility field error can be caused by the insured information entered not matching what is listed in Waystar. For example, the name on their card says ‘Jonathan,’ but you typed in ‘John.’

If you know the member’s plan is one of our in-scope UHC plans, you can bypass this error by clicking the ‘Enter Insurance Manually’ button.

Product requests and provider assignment

What if I want a specific product not listed in the portal?

When placing orders and a specific product is being requested, the user can enter notes in the ‘Product Request/Notes’ section as needed, for example listing a brand name.

How does the doctor’s office notify Synapse when to send an order to us?

Doctors can indicate a provider of choice’s name in the ‘Delivery Notes’ (in the ‘Deliver To’ section) or ‘Product Request/Notes’ (in the Product section).

Why was our order given to another subcontracted DME provider?

Please reach out to our COE (Center of Excellence) for our Fulfill/Delivery department at 1.888.801.9449 for details as to why the order was subcontracted out.

Where to go for each kind of problem