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.
Critical Understanding
Profile updates in TALON do NOT update the member's eligibility record. These are separate systems. For eligibility changes (name on insurance, employment status, dependent additions), members must contact their HR department or benefits administrator.
TALON Platform vs. Eligibility Records
Understanding the difference between these two systems is crucial for providing accurate member support:
| Update Type | TALON Platform | Eligibility System | Who Makes Changes |
|---|---|---|---|
| Email Address | ✓ Yes | ✗ No | Support |
| Phone Number | ✓ Yes | ✗ No | Support |
| Communication Preferences | ✓ Yes | ✗ No | Support |
| Legal Name Changes | ✗ No | ✓ Yes | HR/Benefits |
| Address (for insurance) | ✗ No | ✓ Yes | HR/Benefits |
| Dependent Changes | ✗ No | ✓ Yes | HR/Benefits |
How to Update Contact Information
Support representatives with Tier 1+ access can update member email addresses and phone numbers in the TALON platform:
Member Self-Service Option
Members can also update their own email and phone information by clicking the gear icon next to their account name in their platform settings. You can guide them through this process if they prefer to make the changes themselves.
Common Update Scenarios
Email Address Changes
Members often need email updates when:
- Switching from work email to personal email (or vice versa)
- Changing jobs but remaining eligible through spouse's coverage
- Email account being deactivated or compromised
- Wanting to use a different email for healthcare communications
Phone Number Updates
Common reasons for phone updates include:
- Getting a new mobile phone number
- Switching phone carriers
- Updating from work phone to personal phone
- Adding or changing communication preferences
Important Verification
Always verify the member's identity before updating any contact information. Use standard verification procedures including asking for Employee ID, date of birth, or other identifying information before making changes.
When to Escalate to HR/Benefits
Direct members to contact their HR department or benefits administrator for these types of changes:
Changes Requiring HR Processing
Marriage, divorce, or legal name changes must be processed through official HR channels to update insurance cards, eligibility records, and benefit documentation.
While members can update address for provider searches in TALON, official address changes for insurance purposes must go through HR to ensure proper network coverage.
Adding or removing dependents (newborns, adoptions, marriage, divorce) requires eligibility updates through HR during qualifying life events.
Job changes, terminations, or status changes (full-time to part-time) affect eligibility and must be processed through proper HR channels.
Best Practices for Profile Updates
- Always verify member identity before making any profile changes
- Document all changes in the member's support notes with timestamp and reason
- Explain the distinction between TALON updates and eligibility record changes
- Test email updates by having the member verify they receive test communications
- Provide HR contact information when directing members to make eligibility changes
- Follow up to ensure the member's issue was fully resolved
Pro Tip
When updating email addresses, consider asking if the member wants to keep both the old and new email for a transition period, especially if they're changing from work to personal email during a job change.