All Help Topics
Showing 69 articles
Getting Started
articles
Support Best Practices
Professional guidelines, expert techniques, and proven strategies from experienced support representatives to help you deliver exceptional member experiences.
Dashboard Overview
Master the Support Dashboard interface, navigation, and key features. This comprehensive guide will orient you to the layout, essential functions, and daily workflow areas you'll use to provide exceptional member support.
First Time Login
Step-by-step instructions for accessing your TALON Support Dashboard account and configuring your initial settings for optimal productivity. Get started with confidence and understand your dashboard layout based on your assigned support tier.
Navigation Basics
Master efficient navigation between different sections and streamline your daily workflow. Learn the dashboard menu structure, shortcuts, and navigation techniques to provide fast, confident support.
Popular
Platform Basics
Understand the healthcare transparency platform that members use to shop for medical care. Learn what drives member behavior, common pain points, and how to provide effective support throughout their healthcare shopping journey.
Member Support
articles
Care Navigation
Care Navigation helps members navigate healthcare complexities through personalized research, guidance, and advocacy. Learn how to collect, document, and respond to member questions, issues, and complaints while ensuring cost-effective healthcare decisions.
Client Communication
Master professional communication with employer group administrators and stakeholders. This guide provides proven strategies, templates, and best practices for building strong client relationships and ensuring successful platform adoption.
Dependent Support
Supporting dependents requires understanding their unique needs, family dynamics, and the special considerations that apply to family healthcare coverage. This guide covers everything you need to know to provide exceptional support to dependent members.
Email & Profile Updates
Learn how to update member contact information including email addresses, phone numbers, and personal details. This guide covers the important distinction between TALON platform updates and official eligibility records.
Escalation Procedures
Know when and how to escalate complex issues to specialized support teams. This guide provides clear decision frameworks, proper escalation procedures, and documentation requirements to ensure members receive the best possible support.
Popular
Member Impersonation
Master the safe and effective use of member impersonation to troubleshoot issues, provide direct assistance, and see exactly what members experience in their accounts. This powerful tool requires careful attention to security protocols and proper usage guidelines.
Member Communication Best Practices
Master professional communication techniques that build trust, resolve issues efficiently, and create positive member experiences. Learn proven strategies for phone, email, and digital interactions that align with healthcare support best practices.
Member Notes & Documentation
Master effective support documentation to ensure continuity, track resolutions, and provide exceptional member service. Learn how to create clear, professional notes that help your entire team deliver consistent support experiences.
Member Profile Management
Master the member profile interface to view, update, and manage member information effectively. This comprehensive guide covers profile sections, field permissions, common tasks, and best practices for maintaining accurate member data.
Popular
Finding a Member
Learn how to quickly search and locate member profiles using various criteria, filters, and advanced techniques. This guide covers all the search methods available in the Support Dashboard to help you efficiently find and assist members.
Price Comparison Tools
Help members understand and use the comprehensive price comparison tools in MyMedicalShopper™ to make informed healthcare decisions and achieve cost savings through transparent pricing information.
Send Enrollment Email
Help members activate their accounts by sending enrollment emails directly from the member profile Actions menu. This feature enables new users to complete their account setup and begin using the healthcare shopping platform.
Session Recordings
Use session recordings to understand member behavior and diagnose problems with their interactions. This powerful diagnostic tool provides insight into exactly what members experienced on the platform, helping you provide more effective support.
Shopping Assistance
Guide members through the healthcare shopping process and help them find appropriate care options. This comprehensive guide covers common shopping challenges, proven troubleshooting techniques, and step-by-step solutions for the most frequent issues.
Employer Groups
articles
Data Export Guide
Generate comprehensive reports and export data efficiently for employer groups and client reporting. This guide covers all available export types, step-by-step procedures, and best practices for data analysis and presentation.
Employer Onboarding
Master the complete step-by-step process for bringing new employer groups online. This comprehensive guide covers everything from initial group activation through member engagement campaigns, ensuring successful client implementations and optimal platform adoption.
Engagement Tracking
Monitor member participation, track adoption rates, and generate comprehensive engagement reports for employer groups. This guide covers the essential metrics and reporting tools you need to measure platform success and identify opportunities for improvement.
Managing Employer Groups
Learn to configure employer groups, track engagement, manage settings, assign champions, and generate reports. This comprehensive guide covers all administrative functions needed for effective employer group management.
Mass Enrollment Emails
Send bulk enrollment emails to employer groups during onboarding periods to drive initial adoption and re-engage employees who haven't activated their accounts. This powerful communication tool helps maximize member enrollment and platform adoption.
Troubleshooting
articles
Event Logs
Understand how to use event logs for troubleshooting, compliance tracking, and member support by reviewing chronological system activity records.
Popular
Common Issues & Solutions
Quick solutions to the most frequent support requests and member problems with step-by-step fixes. This reference guide covers the top issues you'll encounter daily and provides proven resolution methods.
Group Troubleshooting
Diagnose and resolve common employer group issues and configuration problems efficiently. This guide provides systematic troubleshooting approaches for member access issues, engagement discrepancies, configuration conflicts, and integration problems.
Popular
Login & Password Problems
Resolve member login and password issues quickly with this systematic troubleshooting guide. Learn to identify and fix the most common authentication problems in under 3 minutes.
Mobile App Problems
Diagnose and resolve mobile app issues including installation problems, crashes, performance issues, and functionality differences. The TALON mobile app provides the same core features as the web platform, optimized for healthcare shopping on-the-go.
Password Reset & Recovery
Help members quickly resolve password issues and regain access to their accounts. This guide covers both SSO and direct login scenarios, providing clear steps for password resets and troubleshooting common authentication problems.
Popular
Search & Filter Issues
When members can't find healthcare providers or procedures, it's often due to search term problems, filter settings, or location issues. This guide provides systematic solutions to resolve the most common search and filtering problems.
Support Workflow
Master the standard support process from receiving calls to resolving member issues effectively. This systematic approach ensures consistent, professional service delivery while maintaining high-quality standards and proper documentation.
Technical Errors & Bugs
When members encounter technical errors, system bugs, or unexpected platform behavior, your role is to quickly assess, document, and escalate these issues to ensure rapid resolution and minimal member impact.
Advanced Features
articles
Announcement System
Master the announcement system to create targeted member communications, manage platform notifications, and deliver important updates effectively. This comprehensive guide covers announcements, widgets, and the tagging system for precise audience targeting.
Collateral Management
Access and share important documents with members and employer groups. The Collateral section provides a centralized repository of professional materials for open enrollment, member engagement, education, and support communications.
Content Tagging System
Master the content tagging system to create personalized member experiences. Learn how to target announcements and widgets to specific employer groups and health plans, ensuring members only see relevant content tailored to their situation.
Outbound MRF Distribution
Learn how to access and share outbound Machine Readable Files (MRF) URLs for employer groups through the TALON Support Dashboard. This guide covers the complete process from accessing MRF pages to generating distribution reports for client delivery.
Health Card Design
Create and configure customizable digital health cards that provide members with instant access to their personalized plan information. This comprehensive guide covers template design, field mapping, and deployment strategies for effective health card implementation.
Machine-Readable Files (MRFs)
Understanding Machine-Readable Files (MRFs) and their role in healthcare price transparency. Learn about file formats, usage, and CMS requirements.
QPA Calculator
Calculate Qualifying Payment Amounts (QPAs) for out-of-network claims to ensure No Surprises Act compliance. QPAs represent median contracted rates adjusted for inflation, crucial for patient cost-sharing and dispute resolution processes.
MyMedicalRewards Configuration
Configure and manage the MyMedicalRewards™ program to incentivize cost-effective healthcare decisions. This comprehensive guide covers reward parameters, processing workflows, and best practices for maximizing member engagement and employer savings.
Widget Configuration
Create and manage custom widgets to enhance the member dashboard experience. Learn how to configure informational, functional, and navigational widgets with proper targeting and activation settings.
Schema 2.0 Readiness for TALON MRF Clients
Schema 2.0 reflects the Departments' effort to improve the usability, clarity, and integrity of Transparency in Coverage disclosures. The changes are primarily structural and organizational, rather than conceptual.
For clients currently leveraging TALON for MRF production, these changes are largely addressed within TALON's existing platform capabilities. Schema 2.0 does not introduce new disclosure categories or materially expand data scope; instead, it refines how required information is structured and presented.
User Management
articles
Account Lifecycle Management
Handle user onboarding, and deactivation processes with proper documentation. This comprehensive guide covers the complete lifecycle of support user accounts from invitation through deactivation.
Bulk User Operations
Efficiently manage multiple support user accounts using bulk import, export, and modification tools. This guide covers CSV-based operations for creating, updating, and managing support users in bulk.
Inviting New Users
Learn the complete process for inviting new support team members to the TALON Support Dashboard, including access configuration, security considerations, and post-invitation best practices.
User Administration
Complete guide to managing support users, roles, permissions, and team structure. Learn how to invite new users, configure access levels, and maintain security through proper user administration within the TALON Support Dashboard.
User Roles & Permissions
Understanding the four-tier support structure and what functions are available to your specific role is essential for effective support operations. This guide explains each tier level, their responsibilities, and access permissions.
User Acceptance Testing
articles
Groups & Eligibility
Confirm that the Client's Employer Groups and Members with Health Insurance Plans are reflected accurately within the TALON Platform. The Client's adjudication engine is considered the Source of Truth.
Outbound MRFs
Ensure that Client Support Staff know how to access and share the URL for outbound MRF's for Employer Group(s).
Pricing Contract to Plan Prep
To determine (or create): 1) The Client Specific source of truth for the mapping of one or more Pricing Contracts to Employer Group/Plan combinations. 2) The highest level of automation achievable, so that future changes/additions of Employer Group/Plan combinations require minimal human intervention for mapping of pricing contracts.
ID of Test Members & Plans
Identify the best Plans and Members to test all configuration settings.
Editing Member Profile
Understand how to edit Member Profiles. The most common reason Members have trouble logging in is that they're using an email address that's different than the one we received via eligibility. When that's the case, additional email addresses may be added, and the 'Primary' designation may be added to any of them. Outbound emails from TALON go only to the Primary email address.
Plan Documents
Make Plan Documents (Summaries of Benefits and Coverage or Summary Plan Documents) available to Members for reference and to support staff for troubleshooting when needed.
Dependents
Ensure Dependents are accurately reflected.
Manage Support Users
Invite TPA Support Team Members with the appropriate roles and Employer Group access.
Manage Sales Users
Invite TPA or Channel Partner Sales Team Members with the appropriate roles and Employer Group access.
MyMedicalRewards
Confirm appropriate configuration of Rewards.
Widgets
Confirm desired and appropriate Widgets are displayed on Member Home screens.
Announcements
Confirm desired and appropriate Announcements are displayed on Member Home screens.
Collateral
Audit Collateral library for completeness (including languages) and branding.
Member Home Page
Audit the Member experience to ensure it reflects the desired variations in Widgets, Announcements, and layout.
Support Notifications
Confirm Support Notifications are properly configured.
SSO Integration
Confirm Single Sign On integration is properly configured. For almost all Use Cases, SSO integration means the Members authenticate in a Benefits Admin platform (or other 'Front Door'), and the Member navigates to somewhere on that Platform where they can click through and see the TALON home screen, Shopping experience, or combination of other TALON functionality.
Audit Pricing Contract Mapping
Audit Price Contract Mapping to ensure accuracy. Price Contracts include MRF's, Fee Schedules, and Reference Based Pricing Agreements.
INN/OON Providers
Confirm that known INN and OON Providers are displaying as expected.
Claims & Accumulators
Confirm that Claims have been ingested and accumulators applied accurately.
Plan Design
Confirm that Your Cost accurately reflects Member Cost Share considering the Plan Design and a Member's Accumulators.
Engagement
Ensure Initial and Ongoing Engagement is executed as planned.