TALON Help Center
Category: Troubleshooting | Printed:

Search & Filter Issues

5 min read
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.

Search issues directly impact members' ability to find care. Quick resolution keeps them engaged with the platform and helps them access the healthcare they need.

Support Priority

Search issues directly impact members' ability to find care. Quick resolution keeps them engaged with the platform and helps them access the healthcare they need. Focus on getting them to usable results as quickly as possible.

Most Common Search Problems

Common Search Issues

"No Search Results Found"

Members can't find providers for their specific procedure or location, often due to search term issues or overly restrictive filters.

Example:

Quick Fix: Check spelling, try broader terms, expand search radius, remove restrictive filters.

Filters Not Working Properly

Filter settings aren't being applied correctly, showing wrong results, or the In-Network toggle got accidentally turned off.

Example:

Quick Fix: Reset all filters, verify In-Network toggle is on, check price range settings.

Location/Geographic Issues

No results in their area, wrong zip code entered, search radius too narrow, or limited provider data in rural areas.

Example:

Quick Fix: Verify zip code, expand search radius, try nearby cities, explain coverage gaps.

Unexpected Price Results

Seeing out-of-network prices, confusing price ranges, or estimates don't match expectations from previous searches.

Example:

Quick Fix: Check In-Network filter, explain estimate nature, verify insurance information.

Mobile Search Problems

Difficulty using search and filters on mobile devices, touch interface issues, or limited screen space affecting usability.

Example:

Quick Fix: Suggest desktop version, help optimize mobile experience, provide phone-based assistance.

Procedure Search Confusion

Can't find the specific procedure they need, terminology doesn't match what their doctor said, or procedure codes aren't working.

Example:

Quick Fix: Try alternative terms, use medical and common names, suggest procedure codes from their doctor.

Step-by-Step Resolution Process

Troubleshooting Search Issues
1
Understand Their Goal
Ask what specific healthcare service they need and what they're hoping to accomplish with their search. Key Questions: "What procedure do you need?" "Is this urgent or can we take time to find the best option?" "What matters most - price, location, or specific provider?"
2
Review Their Search Approach
Check what terms they used, filters they applied, and location settings to identify potential issues. Pro Tip: Use session recordings or impersonation to see exactly what they tried before troubleshooting blind.
3
Test Search Alternatives
Try broader search terms, different location settings, or alternative procedure names to find relevant results. Search Tips: Use medical and common terms, try nearby zip codes, remove price filters initially.
4
Guide Them to Results
Once you find working search parameters, walk them through the successful search so they can replicate it. Education Focus: Teach them the techniques that worked so they can search effectively on their own next time.

Common Solutions by Problem Type

No Search Results Found

Verify Spelling

Check spelling of procedure or provider name for typos or common misspellings.

Try Alternate Names

Use alternate names for procedures, including both medical and common terms.

Remove All Filters

Reset filters to default and search again to eliminate filter-related issues.

Expand Search Radius

Increase search radius to 25+ miles to find more providers.

Try Nearby Locations

Search using nearby zip codes or major cities in the region.

Use Procedure Codes

Search using procedure codes if available from their doctor for exact matches.

Check Specialty Availability

Verify if it's a specialty service with limited availability in the area.

Wrong Price Information Showing

Check In-Network Filter

Verify that the In-Network filter is turned on in the Filter & Sort tab.

Verify Insurance Information

Confirm their insurance information is correct in their profile settings.

Explain Pricing Differences

Clarify the difference between in-network and out-of-network pricing structures.

Review Deductible Settings

Check their deductible and copay settings in their profile for accuracy.

Check Session History

Use session recordings to see what pricing they saw before the issue.

Clear Browser Cache

Have them clear browser cache and cookies, then try searching again.

Filters Not Working

Reset All Filters

Reset all filters to default settings and start fresh.

Apply Filters Individually

Apply filters one at a time to identify which specific filter is problematic.

Check Browser Compatibility

Verify they're using a supported browser (recommend Chrome or Safari).

Clear Browser Data

Have them clear browser cache and cookies to resolve data conflicts.

Try Different Device

Test on a different device or browser to isolate the issue.

Use Impersonation

Impersonate their account to test filters from the support side.

Pro Tip

Session recordings are invaluable for search troubleshooting. You can see exactly what the member typed, what filters they used, and what results they got. This eliminates guesswork and helps you reproduce the issue quickly.

Real Member Scenarios

Scenario: "I Can't Find My Procedure"

Member says: "My doctor said I need a 'colonoscopy' but when I search for that, nothing comes up. I tried spelling it different ways but still no results."

Issue: Procedure terminology mismatch or geographic limitation

Resolution Process:

  1. Try alternative terms: "colon screening," "endoscopy," "colorectal exam"
  2. Search using procedure code if available from their doctor
  3. Expand search radius beyond their immediate area
  4. Check if they have the In-Network filter too restrictive
  5. Explain that some procedures require referrals or authorizations
  6. Provide them with multiple working search terms for future use

Scenario: "Prices Changed Suddenly"

Member says: "Yesterday I was seeing prices around $200 for an MRI, but today everything shows $1,500+. I don't understand what changed."

Issue: In-Network filter accidentally turned off

Resolution Process:

  1. Use session recordings to see current vs. previous search settings
  2. Check Filter & Sort tab for In-Network toggle status
  3. Impersonate to verify and correct filter settings
  4. Explain difference between in-network and out-of-network pricing
  5. Show them how the toggle affects search results
  6. Guide them through setting filters for future searches

Important Reminders

  • Always use impersonation or session recordings to see what the member is experiencing
  • Don't assume the issue - verify by replicating their search
  • Educate them on successful techniques so they can search independently
  • Document common search problems to help improve the platform
Learn Member Impersonation Using Session Recordings Common Issues & Solutions
© TALON - Help Center Documentation
For the latest version of this article, visit: help-search-problems.html
Need help? Contact support at help@talon.com

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Most Common Search Problems Step-by-Step Resolution Process Common Solutions by Problem Type Real Member Scenarios

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