What’s New

Members Can Now Create Tickets

Members can now submit, track, and manage tickets directly from the platform. Ticket requests allow members to select Claims related to their inquiry, add attachments, select patients (if on family plan), and add any other details. To do so, members need to go to Support -> Tickets from their portals.

Tickets Preview

Users can now switch between two views of the Tickets page: List or Preview. The Preview shows Ticket details, allowing users to review notes, attachments, and history without leaving the Tickets page.

Notification Preferences

Members can configure Notification delivery options with daily and per-event frequencies.

Other Updates

Bug Fixes

Claims table now has a Group column for clearer data segmentation

Data Upload view now displays a Member ID column for easier record association

Improved experience of editing Recommended Benefits within a Plan Drawer in mobile view

Other Updates

Claims

Admins can now view Claims for all groups on one page

Other Updates

Recommended Benefits in Plan Creation

• Recommended Benefits are now integrated into the Plan Creation workflow
• Users can drag and drop assigned benefits to change the order of their display for Members
• When duplicating new plans, Recommended Benefits are also copied over

Claims and Accumulators Upload

• Claims and Accumulators Upload is now on the Data Upload page

• Users can see highlights of the uploaded files on the Review Changes page

Policy and Plans Table

• Users can now filter Plans by type

Other Updates

Bug Fixes

Faster Data Tables

• Improved pagination and export performance for tables
• First page now populates with available data immediately

Column Visibility and Order

• Users can now hide and show columns in tables
• When toggling visibility, column order remains the same
• Columns can be reordered via drag and drop

Files Menu

• Navigation now has a collapsible Files menu
• Depending on user permissions, Files has nested items inside: My Documents and Shared with Groups

Enhanced Exporting Capabilities

• Users now have an option to export only the visible table columns and pages or all columns and pages

Other Updates

Advisors

• Advisor’s platform account status is now displayed and updated systematically once they register their account
• TPA Admins can now resend an invitation email to an advisor if they have not registered yet
• TPA admins are notified via platform message when an advisor accepts their invitation to their portal

Adding Users

• Updated the Settings/User drawer and added additional information regarding the user’s signup process
• Streamlined the user invitation process by combining all steps into the initial account creation form
• TPA Admins can now resend an invitation email to a user that has been invited to their org if the invited person has not registered yet

Tickets

• Added a “Subject” column to the tickets tables
• Users can now sort and filter tickets by the subject

Other Updates

Navigation Bar

• Navigation bar got a style and functionality update
• Some pages are now grouped for better organization
• Navigation bar can be pinned/unpinned to remain opened or collapsed When collapsed, navigation bar slides out while mouse is hovering over it

Tickets

• Ticket IDs are now easier to read. The new format is: Organization Code – YYMM – Auto-Incrementing Number
• Subject line is editable after a single click
• Implemented soft deletion of a ticket when all notes have been removed
• Added audit logs for discarded ticket drafts
• Implemented a relationship identifier following the member’s name in the ticket details area to differentiate members with the same first name
• Implemented handling for the Created and Updated field until the Ticket is saved

File Services

• A right-click menu is now available to take actions in File Services
• Implemented a warning when deleting a folder with content

Other Updates

Member Tickets

• Member Tickets page got an updated layout to match the rest of the application

• The draft ticket area was replaced by the +New Ticket button

• Ticket Details section now has Appeal information

Group Tickets

• Users can now create and view tickets that are about a Group and not about a specific Member. This distinction is shown as Target Type or Target within the application.

• Group Tickets can also be accessed through the main Tickets page. There is a new column that filters by Target Type (Member or Group).

Member Ticket View

• Big functionality and layout changes to improve user experience

• Important Ticket information now displays in a dedicated “Details”area. It includes: Ticket ID, Member, Ticket Type, Tags, Assignee,Created Date, and Last Updated Date
• Tags are now editable at any time and no longer bound to an additional note being added

• Ticket list now has Status, Type, Member, and Tags filters.
• Communication type selector was deprecated and is replaced with a Ticket Subject line to help users sort through and find tickets easier.

• About section now has Member IDs
• Assignee and Status changes now appear as styled entries in the Notes tab

New Ticket

• Users can now create tickets for family members related by coverage from each family member’s tickets views
• Users can select the Family Member, Assignee, and Tags in the Details section
• Cancel and save buttons are now always visible when authoring an entry for a ticket

Ticket Links

• Users can now copy ticket links by clicking on the icon after ticket ID
• Implemented an authentication step for users who are not currently logged in when trying to access a ticket through a shared ticket link
• Implemented authorization checks to verify authenticated users are authorized to access a ticket when attempting to use a ticket link

Files

• TPA Admins can now move files and folders within Files page
• TPA Admins can select multiple files at a time by holding down Shift or Ctrl keys
• Moving files is done either by dragging and dropping or through the move icon
• TPA Admins can now download the Enrollment File from the Enrollment Report Details view

Member Overview

• We added Group Name, Group ID, and Enrolled Plan(s) to the Enrollment section
• The phone number in the ‘Personal’ section now displays with dashes to be more readable

Messaging Module

• Users can now receive messages with updates about Tickets and Advisors.
• A user is assigned a ticket by another user. The message will include
  high-level ticket details and a link to the newly assigned ticket.
• A TPA Admin assigns Advisor(s) to one or more groups. Other TPA
  Admins of the organization will receive a message with information
  about the update.
• A count of unread messages is displayed as a badge on the user’s
  navigation bar for the messages menu
• Newly received messages are accessible via the users inbox tab
• Once a message has been viewed by the user it is systematically
  marked as read
• Users are able to manually mark read messages as unread and vice
  versa
• By default, the messages are sorted by date from newest to oldest
• Users are able to archive messages they wish to save
• Users are able to delete messages in their inbox or archive by sending them to a trash category, where after being marked for seven days, the messages are then soft deleted
• Users are able to move recently deleted messages from trash back to their inbox
• Users are able to search their messages by subject line and sender
• Users are able to filter their messages by received date using a date
  range filter
• Users are able to multi-select messages in order to perform bulk
  actions dependent on their current category, such as: Mark all as
  Read, Mark all as Unread, Archive, Delete, Move to Inbox.

Tickets

• Users can now search by member ID using the global search field on the Tickets table
• Filter the ‘created’ and ‘updated’ fields of the Tickets table by exact
  date or date range
• Drag and Drop one or more files to add as attachments to a ticket
  when adding an entry
• Upload multiple files at once through the attachment option in the text editor when adding an entry
• Text wrapping in cells on the table has been removed for enhanced
  readability and to allow for more entries to be displayed on screen at one time
• Ticket IDs now appear during the ticket creation process after users
  have added content in order to share the ID with external parties when needed
• Improved load time for the History tab when viewing a ticket

File Services

• Users can now drag and drop one or more files into ‘Groups/Files’,
  ‘Files’, and ‘File Services’ menus.
• The breakpoints and text wrapping for the file name column have been adjusted to display longer file names without breaking to multiple new lines.

TPA Settings Pages

• Roles, Users, Tags, and Organization Details have been moved to a
  Settings page for TPA admin users. The previous Roles and Users
  menus have been removed from the navigation.
• TPAs are now able to configure their own email service provider
  (SendGrid) in the Messages tab.

UI Enhancements

• Artboards across the application have been resized to maintain access to pagination and scrolling at all times, providing a better overall experience when navigating the application
• Spacing has been adjusted across the application to increase the amount of information displayed in a single view
• The Navigation Bar has been updated to provide a better experience when using the application on tablet style devices
• When viewing a member’s details, the collapsed navbar no longer has an unnecessary whitespace and highlights the ‘Plans’ icon when on one of the member’s plan pages
• Updated the styling of the progress bar component used on the groups page for each group’s setup status

Other Updates

• Member’s username is now displayed under the Platform section of their Overview page
• Select All/Unselect All options have been added to all dropdowns in the ‘Advisors’ menus
• Implemented default sorting on the deductible column for theGroups/Policy and Plans table
• The Member overview Claims spend chart and table now display claims from the entire family for the subscriber
• Implemented a relationship type code system to conform to X12 834and FHIR relationship code standards for categorizing and displaying relationship information between members

Bug Fixes

• In certain instances, advisors could not see all of their assigned groups
• Some columns on the Tags table were not sorting properly
• The option to resend an invitation email/forgot password to members no longer appears if the member does not have an email address associated with their account
• When using the global search of the Members page, the values in the highlights section were not updating dynamically according to the search results
• The Files menu now displays employer group’s DBA Name instead of the Legal name to be in sync with other areas of the application
• Ticket Text Editor: bulleted lists with indentation were not displaying correctly when saved
• When filtering a member’s claims on one of their Plans pages, the Clear Filters option was missing

Platform Access for Advisors

• Advisors will now have access to the Platform to view and manage their Groups
• Easily access and view plan details
• Navigate member enrollment status for Medical, Vision, and Dental coverages.
• Unlock member-level insights for quick, effective assistance.
• Access monthly report packages

Guest Advisors

• TPA Admins now have access to an Advisors menu to invite and manage Guest Advisors to the application.
• Policy and Plans displays were updated to integrate with the new Advisors workflows.

• Admins can manage multiple advisors from the same Agency
• Admins can add/remove access to client information from Advisors individually

New Graphs

• Groups page now has a graph showing total, active, and inactive groups, as well as a graph of enrolled subscribers and dependents over time.
• Members page now has a graph showing breakdown by coverage type.

Groups/Claims Page

• Administrators can now view all claims for a specific group on the newGroups/Claims page.

Files Page

• Administrators can now manage shared files and folders with their clients on the Files page.

Updates to Member Pages

• Member’s basic information is now displayed at the top of all Member pages.

• The Details section of a Member’s page now has a Plan tab that displays frequently-used plan information, such as Employer, Plan Name, Plan ID, Member ID, Network Name and Type, Payer ID and Address.

Other Updates

• Added Breadcrumbs globally
• Added search/filter to the Tags menu when adding to a ticket
• Added search to the tags menu when creating a ticket
• Tablet view dimensions updated to use mobile style navbar instead of laptop
• Updated the application layout when using tablets for a better experience
• Users are able to view a member’s health results from their details page

Bug Fixes

• When a user navigates to a ticket, they are taken to the ticket’s latest entry automatically.
• Fixed tags filtering and spacing display issues
• Improved Groups page performance
• Inactive users no longer appear as an option for Assignee
• When a user is set to inactive, tickets assigned to them are set to Unassigned

Tickets

• The Highlights section of Tickets now changes based on the active table filters

• View dropdown has been removed and Clear all filters button is now in the top right corner of the table

Updates for Members

• Account Settings and Log Out button is now be accessible by clicking on their name

• Members will see that the Settings screen has new user-friendly view

Other Updates

• Client Contacts are now able to access the Portal to view and manage their Group.
• Optimized multi-select filters for better performance and user experience.
• Fixed Clear all filters not showing for Members table.