Frequently Asked Questions

You can access the Support Dashboard using your assigned credentials:

1. Go to the TALON Support login page
2. Enter your username and password
3. Complete two-factor authentication if required
4. You'll be directed to your role-appropriate dashboard

Note: If you don't have login credentials, contact your supervisor or IT administrator for account setup.

TALON uses a four-tier support system:

Tier 0 (Basic Support)

• Member search and basic profile access
• Common issue resolution
• Password resets and account unlocks

Tier 1 (Enhanced Support)

• All Tier 0 functions plus:
• Employer group management
• Advanced member tools
• Reporting capabilities

Tier 2 & 3 (Administrative)

• System configuration
• User management
• Advanced troubleshooting

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

If initial searches don't return results, try these steps:

1. Ask the member to spell their name clearly
2. Try searching by phone number or email instead
3. Check for common spelling variations
4. Search using partial information
5. 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.

Password resets require proper security verification:

Security Verification Steps

1. Confirm member identity using security questions
2. Verify the email address on file
3. Ensure you're speaking with the actual member

Reset Process

1. Navigate to the member's profile
2. Click the "Reset Password" option
3. Confirm the email address
4. Send reset instructions
5. Advise member to check their email

Important: Password reset emails can take 5-10 minutes to arrive and may end up in spam folders.

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.

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

Follow this troubleshooting sequence for login issues:

Initial Verification

1. Confirm the member is using the correct login URL
2. Verify they're entering the correct username/email
3. Check if their account is locked due to multiple failed attempts
4. 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

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