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Send Enrollment Email

3 min read
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.

Critical First Step

Always verify the member's email address is correct in their profile before sending any communications! Incorrect email addresses are the leading cause of enrollment issues and failed account activations.

When to Send Enrollment Emails

Send enrollment emails in these common scenarios:

  • New member account activation: Member needs initial setup instructions
  • Lost enrollment email: Original email was deleted or not received
  • Email address update: Member changed email and needs new activation link
  • Account access issues: Member can't log in and needs fresh credentials
  • Spam folder issues: Original email may have been filtered

Best Practice

Always ask the member which access method they prefer before taking action. Some members may prefer to use their employer's SSO portal rather than email-based activation.

Step-by-Step Process

Complete Enrollment Email Process
1
Locate the Member
Use the member search functionality to find the specific member who needs the enrollment email. Navigate to Members section and search by name, ID, or email.
2
Access Member Profile
Click on the member's name to open their detailed profile with all account information.
3
Verify Email Address
Critical step: Confirm the email address in the member's profile is accurate and current. This is the most important verification step. Read email address back to member for confirmation.
4
Open Actions Menu
Locate and click the Actions menu button in the member profile interface to access available member management functions.
5
Select Send Enrollment Email
Choose the enrollment email option from the Actions dropdown menu to initiate the email sending process.
6
Confirm and Send
Review the email details and confirm sending. The system will dispatch the enrollment email to the member's registered address.
7
Member Follow-Up Instructions
Provide clear guidance to the member about next steps and what to expect. Inform member to check email and spam folders within 10-15 minutes.

Common Support Scenarios

Common Enrollment Scenarios

New Member Activation

Member says: "How do I activate my account? I don't know how to get started."

Example:

Solution Approach:

  1. Ask about their preferred access method (portal vs. email)
  2. If they use employer portal, guide them to SSO access
  3. If they prefer email, verify email address in profile
  4. Send enrollment email from Member Actions
  5. Remind them to check spam/junk folders
Lost Enrollment Email

Member says: "I can't find my enrollment email. Can you resend it?"

Example:

Solution Approach:

  1. Verify current email address in member profile
  2. Check if address has changed recently
  3. Send fresh enrollment email
  4. Advise checking all email folders including spam
  5. Provide alternative access methods if email fails
Wrong Email Address

Member says: "I got a new email address. The enrollment went to my old email."

Example:

Solution Approach:

  1. Edit member profile to correct email address
  2. Verify spelling and format with member
  3. Send new enrollment email to corrected address
  4. Note profile change in User Notes
  5. Remind member that HR database may need separate update
Multiple Failed Attempts

Member says: "I've tried several times but never get the enrollment email."

Example:

Solution Approach:

  1. Verify member eligibility and active status
  2. Check email address format and domain validity
  3. Review recent User Activity for email sends
  4. Try alternative communication method (phone/mail)
  5. Escalate to technical support if system issue suspected

Troubleshooting Common Issues

Email Not Received

If a member reports not receiving the enrollment email:

  • Wait 10-15 minutes for delivery (emails are not instant)
  • Check spam, junk, or promotions folders
  • Verify email address spelling and format
  • Confirm member's email provider accepts external emails
  • Check for corporate email filters or blocks

Invalid Email Address

When dealing with email address issues:

  • Use the Edit Profile action to update incorrect addresses
  • Verify the new address format (proper @ symbol and domain)
  • Document the change in User Notes
  • Inform member that HR database may need separate updating

Important Note

Edits made in the TALON platform do not automatically update your organization's main database. Members may need to update their information separately with HR or benefits administration.

Best Practices

  • Always verify before sending: Double-check email addresses to prevent delivery issues
  • Set expectations: Tell members emails may take 10-15 minutes to arrive
  • Check spam folders: Remind members to look in all email folders
  • Document actions: Note enrollment email sends in User Notes for tracking
  • Provide alternatives: Offer SSO or portal access options when available
  • Follow up: Check back with member if issues persist
Learn Member Search Profile Management Login & Password Problems
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When to Send Enrollment Emails Step-by-Step Process Common Support Scenarios Troubleshooting Common Issues Best Practices

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