Director, Network Support

Who We Are: 

With the collective efforts of our epic team members, we’re trailblazing a new path in the DME industry. Synapse Health was founded in 2016 with a goal to fix the fractured DME ecosystem and completely transform the industry. Built on decades of industry and leadership experience, we’ve launched tech-based solutions that eliminate age-old DME headaches, resulting in a seamless experience for all. We are proud to offer work that matters, on a mission that matters.  

Intrigued? Learn more at SynapseHealth.com and on Synapse Health’s LinkedIn. 

The Director, Network Support is a key driver of our network strategy and supplier success. Reporting to the VP of Network, you will lead the Success Coordinator Team and manage centralized network operations. You’ll be responsible for maintaining network adequacy, overseeing onboarding, managing performance, and elevating the overall DME provider experience. This role combines relationship management, strategic oversight, operational execution, and cross-functional collaboration to deliver exceptional results across our DME provider network.

What You Will Do:  

• Analyze market trends and internal data to guide strategic partnerships and network planning. 
• Collaborate with analytics teams to deliver claims-based insights and support provider-facing implementations. 
• Work closely with Product, Operations, Clinical, and Business Development to support implementation and growth initiatives. 
• Ensure network adequacy standards are consistently met and maintained. 
• Lead Go-to-Market (GTM) outreach and support initial supplier engagement. 
• Oversee supplier onboarding, training, and enablement workflows. 
• Streamline onboarding processes for a seamless partner experience. 
• Design and maintain educational resources that align DME providers with Synapse Health’s workflows and expectations. 
• Conduct virtual trainings and DME Provider Portal demonstrations. 
• Conduct regular check-ins and performance reviews to support long-term supplier relationships. 
• Monitor supplier performance and address performance gaps or escalations professionally. 
• Track onboarding effectiveness and other KPIs to inform network decisions. 
• Facilitate supplier contract renewals, amendments, and ongoing maintenance. 
• Secure favorable contract terms to optimize pricing, quality, and service delivery. 
• Manage day-to-day operations of centralized accounts including ticket tracking, issue resolution, and relationship monitoring. 
• Serve as the primary coordinator for vendor communications and updates. 
• Collaborate with Marketing and Product teams to maintain and distribute vendor resources and messaging. 
• Maintain up-to-date training calendars, records, and documentation. 
• Track and report performance metrics to leadership in alignment with department and organizational goals. 
• Lead issue resolution and escalation management to support supplier satisfaction and service continuity. 
• Coordinate vendor supply orders (e.g., stickers, magnets, flyers) to support onboarding and training. 
• Support supplier relationship management and account activities as needed. 
• Support outbound outreach campaigns tied to GTM or network strategic initiatives. 
• Identify and implement process improvement opportunities, including automation in partnership with Product. 
• Complete other assigned tasks that support centralized network operations and performance. 
• Responsibility for all reporting from a network perspective, focusing on escalations, adequacy, communications, surveys, and activities. 

What You Have:   

At Synapse Health we’ve intentionally built a culture of kindness, collaboration and creativity, and we consider those qualities to be table stakes for any new team member. Additional requirements include: 

• Bachelor’s degree in business management (Masters preferred), healthcare administration, or a related field. 
• 7-10 years of experience in network management, account management, or network development, preferably within healthcare or post-acute care. 
• Knowledge of DME management, service agreements, and systems operations. 
• Familiarity with commercial, Medicare/Medicaid claims processes, and authorization workflows. 
• Proficiency in MS Office and the ability to learn job-specific software tools. 
• Strong organizational skills with the ability to manage multiple initiatives effectively. 
• Excellent verbal and written communication skills for building and maintaining strong stakeholder relationships. 
• Analytical mindset with the ability to leverage data for decision-making and problem-solving. 
• High attention to detail and a commitment to quality.

What Sets You Apart:  

• Analytical Thinking: Ability to break down complex problems and identify actionable solutions. 
• Strategic Vision: Capable of seeing the big picture and translating it into practical plans. 
• Result-Oriented: A track record of setting and achieving measurable goals. 
• Leadership: Demonstrated ability to inspire, guide, and align teams toward shared objectives. 

What Sets Us Apart:  

• Professional growth opportunities with compelling career paths 
• Healthy work-life balance culture with paid time off (PTO) 
• Medical, dental and vision insurance for full-time team members 
• 401K savings plan with employer contribution match 

Synapse Health is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

Synapse Health, Inc will never request personal or sensitive information during the recruitment process. Please see our Careers Page for more information to protect yourself from scammers and to learn more about our recruitment process.