Showing 9 articles
and 2 FAQs
Event Logs
Understand how to use event logs for troubleshooting, compliance tracking, and member support by reviewing chronological system activity records.
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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.
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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.
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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.
Frequently Asked Questions
A member says they can't log in. What should I check first?
Follow this troubleshooting sequence for login issues:
Initial Verification
- Confirm the member is using the correct login URL
- Verify they're entering the correct username/email
- Check if their account is locked due to multiple failed attempts
- Ask if they've recently changed their password
Common Solutions
- Clear browser cache and cookies
- Try a different browser or incognito mode
- Reset password if necessary
- Unlock account if locked
When should I escalate an issue to higher tier support?
Escalate issues in these situations:
Technical Escalations
- System errors that affect multiple users
- Database connectivity issues
- Problems beyond your access level
Member Request Escalations
- Member specifically requests a supervisor
- Billing or payment disputes
- Complex eligibility questions
- Member expresses strong dissatisfaction
Administrative Escalations
- Account setup or permission issues
- Data correction requests
- Policy clarification needs