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Using the Synapse Health Provider Gateway

by | Sep 18, 2026 | Important forms, Onboarding

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The Gateway is where DME providers submit, view, and edit their organization information during onboarding. This guide covers first-time login, each section of the form, and what changes after you submit.

Important: Your Gateway credentials are issued to you personally and arrive in your welcome letter from Synapse Health. Do not share the link or your login credentials with anyone else.

First time logging in

Use the credentials in your welcome email. After you log in, select View to open the form. The wording at the top of the page may differ from what you see in training materials.

Synapse Provider Gateway home page showing a My DME Information card with a View link, practice tax ID number, and address.
Select View on the home page to open or continue your application.

If you update your email address inside the form, your Gateway username stays the same as the one in your welcome email.

Important: Click Next on every page. Information is only saved when you select Next. If you fill out a page and leave without clicking Next, that work is lost.

Before you start

When you select View, the Gateway lists everything the form will ask for. Gather it before you begin – the form goes much faster with the information in front of you. You will need details for each of these sections:

  • Organization information, including NPI and TIN
  • Contacts, with one contact per role
  • Affiliated entities, if you have any
  • Insurance coverage and certificate files
  • Each service location, with HCPCS codes, coverage areas, and licenses
  • Disclosure answers and attestation
Gateway form overview screen listing the information required: organization information, contacts, affiliated entities, locations and service areas, products offered, and credentialing documents.
The overview screen lists everything the form will ask for.

Documents you will need to upload

  • W-9
  • Signed ACH form
  • Certificates of insurance for all applicable coverage
  • All applicable licenses per location, for example HME, medical gas, pharmacy, sterilizer, bedding, oxygen, and sanitation
  • Current accreditation certificates covering all go-live locations, from your accrediting body
Important: Provide all organizational and location information for your business operations, including locations outside the scope of your current UnitedHealthcare agreement.

Organization information

  • Your legal name and TIN are already filled in. This prevents mismatches with your submission. You can request a change to either after you submit.
  • Field rules apply: NPI must be 10 digits and TIN must be 9 digits.
  • If you do not have a DBA, enter your legal name again. This value is used later in the form.
Organization Information page of the Gateway form with fields for legal name, TIN, doing business as, NPI, PTAN, main phone, website, address, ownership, and file uploads for the W-9 and signed ACH form.
Legal name and TIN are read-only. Attach your W-9 and signed ACH form here.

Contacts

You will see your own contact record and can edit it. Provide a contact for each role.

Two things that trip people up here

  • Check only one box at a time – the form lets you select an existing contact and Add new contact together, but it will prioritize editing the existing contact and your new contact will not be added
  • Duplicate names are expected – if the same person appears twice, edit only one of the rows. Synapse is working through duplicate records in the system.

Selecting Next without checking any box moves you to the following section.

Contact Information page showing guidance on editing one contact at a time and a table of existing contacts with first name, last name, email, phone, and role type.
Provide a contact for each role listed on this page.

Affiliated entities

  • Affiliated entities are optional. If you have none, leave every checkbox clear and select Next.
  • To edit an entity, check the box next to that single entity.
Affiliated Entities page with a table of existing affiliated entities showing legal name, DBA name, practice tax ID number, and owners.
Affiliated entities are optional.

Insurance

  • For coverage occurrence and aggregate amounts, you can type 1m and the form converts it to 1,000,000.
  • Upload insurance files in batches of 10 or fewer. Large numbers of files slow the page down.
  • You can add more files after you submit. See After you submit below.
Insurance page showing minimum coverage requirements, coverage amount occurrence and aggregate fields, and a file upload area for certificates of insurance.
Minimum coverage amounts are stated at the top of the page.

Locations, HCPCS, and coverage areas

This is the largest part of the form and spans three pages: location information, HCPCS codes, then coverage areas and licenses. If you have submitted locations to Synapse before, you will land on a table of your existing locations. If not, you go straight to the location entry page.

Location Information page showing a table of existing locations with account name, practice NPI number, shipping address, state, and a location information complete checkmark.
If you have submitted locations before, you start from this table.
Important: Even if you have a single location at the same address as your organization, you must still enter it as a location. Without a location record you cannot submit HCPCS codes or coverage areas.
Location information entry page with fields for organization, NPI, address, delivery capacity options including mail order, on-site delivery, walk-in and supply closets, and a PAP section.
Each location captures delivery capacity and PAP setup details.
Set-up Hours section with start and end time selectors for each day of the week and a field for after-hours contact information.
Set-up hours and after-hours contact information are required per location.

HCPCS codes

  • Move your intended categories to the box on the right to see the codes tied to each category.
  • Selecting a category automatically selects every code in it. Uncheck the codes that do not apply to that location.
  • If you add several locations in one session, you can apply the codes you already selected to each location. If you leave the form and return later, you have to select codes again.
HCPCS selection screen with a category list on the left, selected categories on the right, and a table of individual HCPCS codes with checkboxes and descriptions.
Only add categories and codes you intend to fulfill through the Synapse network.

Coverage areas and licenses

  • Only the counties you select appear in the table on the right.
  • To remove a county, select the trash can under Remove county.
  • You can upload multiple license files.
  • Selecting Next returns you to the existing locations table.
Coverage areas page showing a state selector, a list of available counties with postal codes, and a table of selected counties with a remove county option.
Select Statewide if county and postal code do not apply.
Licenses page with a DME or HME license question, upload areas for the license and accreditation, and a list of additional license types including RT, RN, oxygen, HME, medical gas, pharmacy, sterilizer, bedding, and sanitation.
Attach the license and accreditation for each location.

Add or edit as many locations as you need. You always return to the locations table. When you are finished, leave every checkbox clear and select Next to move on.

Existing locations table showing two completed locations, each with a location information complete checkmark.
You return to this table after every location.

Disclosures and attestation

Important: Once you reach the disclosure section, the Back button no longer works. To change something, refresh the page and navigate to the section you need to edit.

The form is complete when you answer the disclosure questions and attest. A confirmation page tells you Synapse has received your information.

Submission confirmation screen reading that your DME information has been submitted and the Synapse team will review it and reach out if more detail is needed.
This screen confirms Synapse has received your submission.

After you submit

Your home page looks the same the next time you log in. What changes is what you see after selecting View: two new tabs.

Account Information tab showing the submitted organization information with editable fields and the account record type listed as DME Provider.
The Account Information tab holds everything you submitted.
Tab What it does
Account Information Displays everything you submitted, and lets you make edits.
Cases Shows the status of your onboarding. Select View for more detail.
Cases tab showing a single onboarding case with case number, subject, created date, and status.
The Cases tab tracks your onboarding status.
Case detail view showing case information, account name, contact name, subject, description, and system information with date opened and closed.
Select View on a case to see the detail.

If you edit after submitting

  • Edits can extend your onboarding – changes made during onboarding may increase how long it takes
  • Finish the whole form – no matter how small the change, continue to the end so the Synapse team is notified
  • Re-attest and submit – your edits are not reviewed until you have re-attested and selected submit

Messages about your onboarding

If the Synapse Health team needs to reach you about your onboarding, you will get an email. Any chat about your onboarding appears on the right side of the case. You can reply with a comment and attach a file.

Case detail view with a message from a Synapse Health employee on the right asking the provider to supply an updated W-9.
Messages from the Synapse team appear on the right of the case.
Comment box with formatting tools and an attach file control highlighted.
Reply in the comment box and attach a file if one is requested.

Requesting changes you cannot make yourself

Use the Contact DME Support tab to request updates to data points you cannot edit directly, including your legal name and TIN, and to send any other question.

Contact DME Support tab with subject and description fields, a file upload control, and a submit button.
Be as descriptive as possible in the subject and description.

Gateway and credentialing support

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