DME Provider Resource Hub
Find news, training, contacts, and portal guidance to help your team get the most out of working with Synapse.
Important updates
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Resources and support
Explore by portal
The Synapse InHome DME process utilizes 3 portals, each optimized for a specific user and task. Search support resources related to each.
Care teams or DME customer service representatives use the Connect portal to initiate new DME orders.
Operations staff use the Fulfill portal to confirm stock, process approved orders, reject orders, and resolve issues.
DME delivery specialists use the Deliver portal to coordinate and confirm final delivery to the patient.
Onboarding and member transition resources
Foundational materials to help you understand the experience of working with Synapse Health, and where to turn if you need help.
DME provider handbook
Covers how Synapse partners with your organization, what to expect, and how to manage orders and documentation efficiently.
DME provider partnership overview
Quick overview of Synapse + DME provider workflows—technology, performance expectations, and how to partner with us.
Implementation kickoff presentation
Introduces your onboarding process, key milestones, and what your team needs for a smooth transition into Synapse workflows.
Order workflow
Outlines the end-to-end order workflow—from submitting in the Connect portal to delivery steps and payment, with support contact info.
Frequently asked questions
Answers common questions about joining the network, receiving orders, payments, and how Synapse’s model works.
Patient transition documentation list
Lists all patient information and documentation needed to support smooth transitions into Synapse.
Medicare capped rental info
Details UHC’s purchase claim process for capped rentals, including calculation steps, eligible equipment, and support contacts.
ShareFile user guide
Shows your team how to activate their ShareFile account and access shared folders to upload or download documents securely.
DME Provider partnership resources
Resources that outline expectations, requirements, and other key documents for a successful partnership with Synapse Health.
Provider profile update form
Allows DME providers to submit updates to products, locations, contacts, licensing, and staffing.
Order fax cover sheet
Provides the required fields and documentation checklist for faxing DME orders to Synapse (if Connect portal is not being used for order initiation).
Complex respiratory program checklist
Defines the onboarding, setup, clinical, and emergency preparedness requirements for complex respiratory programs.
UHC ventilator denials
Understanding Prior Authorization and Denial Processes for UHC Non‑Invasive Ventilation (NIV).
Resupply program
This is a program designed to make transitions smoother for patients and DME providers during health plan changes.
Documentation requirements for DME providers
Provides clear guidelines for closing out orders in Synapse Health portals.
Billing resources
Clear, practical guides that outline billing workflows, payment steps, and reconciliation processes.
Patient resources
Resources that help providers guide patients through transitions to Synapse — covering required documentation, communication tools, and access to patient-facing materials.
Patient transition documentation list
Lists all patient information and documentation needed to support smooth transitions into Synapse.
Patient transition call script
Provides talking points to guide patient communication during transitions to Synapse for DME services.
Order magnets and stickers
First time users, see instructions on how to order Synapse magnets and stickers for patient equipment.
Connect portal resources
- View the tutorial videos below or register for a live training session to learn more
- Real-time chat support is available within the Connect portal
New user? Create your account here
Connect portal user guide
Walks through the standard Connect workflow on order entry, documentation, and task completion, from start to finish.
Connect portal success guide
Offers solutions and workarounds for common issues — like insurance errors or missing products — to help your staff handle exceptions smoothly.
Schedule a Connect portal training session
To request live training, email dmeprovidersupport@synapsehealth.com
Connect portal training videos
Fulfill portal resources
- View the tutorial videos below or register for a live training session to learn more
- Synapse monitors the Fulfill portal via two-way messaging, resolving issues as needed
Email dmeprovidersupport@synapsehealth.com for help creating your account.
Fulfill Portal reference manual (Legacy)
Provides detailed background on Fulfill workflows and terminology; best for reference, not current processes.
Fulfill Portal Order-Management Guide
Full instructions for reviewing, accepting, rejecting, and completing orders—best for training and day-to-day accuracy.
Fulfill Portal Quick Reference
A brief, high-level summary of core order management steps—best for quick reminders, not full guidance.
Steps to manually complete a service order
Explains how to finish a service order in Fulfill when the Delivery Portal isn’t used.
Order visibility enhancements
Highlights new tools that let you view and update initiated orders earlier in the workflow.
Updated Fulfill login instructions
Outlines the new login and MFA process to help your team access Fulfill securely and consistently.
Schedule a Fulfill portal training session
To request live training, email dmeprovidersupport@synapsehealth.com
Fulfill portal training videos
Deliver portal resources
- View helpful resources below or register for a live training session to learn more
- Enable seamless, on-time deliveries to patients with status updates
New user? See the Deliver portal user guide
Deliver portal user guide
Step-by-step instructions for completing delivery, pickup, and service orders in the Delivery Portal.
Virtual order guide
Shows how to process virtual setups, collect digital signatures, and manage orders remotely.
Low connectivity delivery workflow
Explains how to pre-load orders and save encrypted files when technicians have limited or no signal.
Delivery ticket
Printable form for capturing signatures and product details when completing deliveries manually.
Service ticket
Form for documenting service visits, product exchanges, and technician notes when completed on paper.
Pickup ticket
Manual form for recording equipment pickups, signatures, and order details when not using the portal.
Patient authorization & consent form
Covers how Synapse partners with your organization, what to expect, and how to manage orders and documentation efficiently.
Schedule a Deliver portal training session
To request live training, email dmeprovidersupport@synapsehealth.com
Deliver portal training videos
Still have questions? We can help.
Get in touch with the Synapse team toll-free at 1.888.33.MYDME or email us at dmeprovidersupport@synapsehealth.com
