Showing 14 articles
and 5 FAQs
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.
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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.
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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.
Frequently Asked Questions
How do I search for a member?
You can search for members using several methods:
Primary Search Options
- Name: Last name, first name, or partial matches
- Email: Full email address or partial match
- Phone: Last 4 digits or full phone number
- Member ID: Exact member identification number
Search Tips
- Use partial matches if exact spelling is unknown
- Try different search criteria if first attempt fails
- Always verify member identity before accessing information
What should I do if I can't find a member?
If initial searches don't return results, try these steps:
- Ask the member to spell their name clearly
- Try searching by phone number or email instead
- Check for common spelling variations
- Search using partial information
- Verify the member is enrolled in the system
Still can't find them? The member may not be enrolled yet, or there may be a data entry issue. Escalate to Tier 1 support for further assistance.
How do I reset a member's password?
Password resets require proper security verification:
Security Verification Steps
- Confirm member identity using security questions
- Verify the email address on file
- Ensure you're speaking with the actual member
Reset Process
- Navigate to the member's profile
- Click the "Reset Password" option
- Confirm the email address
- Send reset instructions
- Advise member to check their email
Important: Password reset emails can take 5-10 minutes to arrive and may end up in spam folders.
What information can I share with family members?
HIPAA and privacy regulations strictly govern information sharing:
General Rule
You may only share protected health information with:
- The member themselves (after identity verification)
- Authorized representatives with proper documentation
- Individuals specifically authorized by the member
Family Member Requests
- Cannot share information without member consent
- Spouses do not automatically have access rights
- Parents of adult children need authorization
- Always verify authorization documentation
When in doubt: Ask the member to join the call or contact legal/compliance for guidance.
How long should I document member interactions?
Proper documentation is critical for continuity of care and compliance:
Required Documentation
- Date and time of interaction
- Member's issue or question
- Actions taken or research performed
- Resolution provided or next steps
- Member satisfaction level
Documentation Timeline
- Document during or immediately after the call
- Complete all notes before moving to next call
- Use clear, professional language
- Include relevant details that could help future interactions