How payment works after you complete an order: monthly statements, reconciliation, and when the money arrives.
Synapse Health is the supplier of record. You do not bill the payor or the patient – you complete the order, Synapse pays you on a monthly statement cycle. This article covers the four steps of that cycle and what to do when a statement does not look right.
Step 1: Complete the order
Payment starts with a complete, on-time order record. Use the portal that matches the delivery type.
- Fulfill portal – use for shipments
- Deliver portal – use for threshold, storefront or virtual setups
Upload all required information with the order:
- Signed delivery packet, signed by the patient or their representative
- Make and model, plus serial or modem number
- Shipment tracking, if applicable
Everything must be uploaded on time and without errors. Incomplete or late documentation is the most common reason an order does not appear on your statement.
Step 2: Review the monthly statement
Your assigned Statement Analyst uploads your monthly statement to your Accounts Receivable and Invoices ShareFile folder no later than the 25th of each month.
The statement includes payment for all eligible and completed orders that have not been previously paid. Review it against your own records as soon as it lands – the window to report a problem runs from this date.
Steps requiring provider action: reporting discrepancies
If your reconciliation turns up missing or incorrect items or orders:
- Complete the Payment Reconciliation Form included with your statement
- Complete every field to the best of your ability – incomplete forms slow validation
- Upload the completed form to the same Accounts Receivable and Invoices ShareFile folder
Orders submitted on the Payment Reconciliation Form are validated by Synapse. Any approved adjustments appear on the following month’s statement, not the current one.
Step 4: Payment processing and timing
Payment for the statement balance is processed and issued no later than the last business day of each month.
| What happens | When |
|---|---|
| Statement uploaded to your ShareFile folder | No later than the 25th of the month |
| Payment Reconciliation Form due back | Within 30 days |
| Statement balance paid | No later than the last business day of the month |
| Approved adjustments appear | On the following month’s statement |
Billing rules you must follow
Do not bill outside the Synapse process
Synapse Health handles all member billing. Three rules are absolute:
- No claims to payors – do not submit a claim to any payor for services or products unless Synapse Health directs you to in writing
- No billing members – do not bill members for anything, including upgraded items
- No copays or deductibles – do not collect copayments or deductibles from patients – Synapse handles all member billing
Where to get help with a statement
For questions or issues relating to your statement, contact your assigned Statement Analyst directly, or email the vendor statements team. Always include your Order ID so the team can find the order quickly.
Statement and payment questions
-
Vendor statements email
vendorstatementsconnect@synapsehealth.com
