The three actions you must complete on your transition report – missing documentation, patient contact, and cancelled orders – and the deadline for each.
This article covers the DME provider actions required for the member transition effective June 1, 2026. Order detail is in the report attached to the notice you received – work through your report section by section using the three actions below.
Action 1: Upload missing documentation
Check the Missing Documents Severity and Missing Documents Summary columns. Any order with a value here is missing required documentation and can’t be completed or paid until it’s on file.
The Missing Documents Summary column flags a missing Signed Written Order (SWO), Delivery Ticket (DT), or both. The Additional Documents Needed column flags anything further (e.g., chart notes, test results, or proof of authorization for specialized equipment such as ventilators).
How to submit missing documents
- Individual orders – upload via Fulfill, linked to the Niko Order ID
- Batch submissions – use ShareFile – contact your NSM/SAE if you need access
Action 2: Help us reach these patients
Check the Onboarding Status column. Any order not marked “Onboarded” needs patient contact before we can complete the transition.
Per the June 1, 2026 DME Provider Network Official Expansion Notice, orders won’t move to a completed or payable status until Synapse Health confirms direct patient contact verifying the equipment is in the home and that the patient understands their rental is transitioning to Synapse Health billing effective June 1, 2026.
What we need from you
- Warm transfer to Synapse Health – 888.651.2304 – preferred method
- Patient self-service – encourage the patient to call us directly or self-register via the Synapse Health Patient portal
- Extra phone numbers – if you have additional phone numbers on file, note them in Fulfill or provide via ShareFile
Action 3: Review cancelled orders
Check the Status column for orders marked “Cancelled.” The reason is noted alongside each order. These orders are not carried forward to Synapse. Review the cancellation reason for each order and action accordingly.
| Cancellation reason | Your action |
|---|---|
| Out-of-network / ineligible (e.g., Cancelled – Out of Network) | Resume billing directly in your system for applicable dates of service. |
| Capped prior to Synapse Health | Rental completed before the 6/1 effective date; non-billable (e.g., PAP device) or convert rental to purchase with the health plan (4-month rule). |
| Transition pending – missing patient contact | Order is not converting to Synapse Health – see action 2. |
Documentation and billing reminders
- Required documentation – most recent SWO + original Delivery Ticket for all transition orders. Specialized equipment (e.g., ventilators) may also require chart notes, test results, and proof of authorization.
- Missing a patient? – if a rental patient you expect to transition isn’t on this report, contact your NSM/SAE immediately. You’ll likely need to re-send the required patient demographic and order detail via Connect or ShareFile.
Who to contact with questions
Questions? Contact your Synapse Health Network Supplier Manager (NSM). For patient warm transfers, use the Synapse Health line below.
Member transition contacts
-
Patient warm transfer line
888.651.2304 -
Synapse Health DME line
1.888.33.MYDME
