Section · 4 guides
Support
Find SOPs, submit requests, and manage support tickets and requester activity.
Support Platform: Getting Started and Navigation
The Support Platform has three connected areas: the public Help Center for SOPs, the request form and My Requests experience for people seeking help, and the protected Staff Workspace for…
GuideFind an Answer or Submit a Support Request
A useful Support request should let the receiving person understand the goal, reproduce the issue, judge its impact, and know what has already been tried. This SOP covers searching first,…
GuideManage Tickets and Requesters in the Staff Workspace
The Staff Workspace centralizes Help Center, email, SMS, phone, and live-chat support. Staff are responsible for identifying the requester, understanding prior activity, assigning ownersh…
GuidePrior Auths & Referrals Overview
Purpose. Ensure referrals for specialty care, diagnostic services, and medical procedures are processed promptly, supported by complete clinical information, tracked to completion, and do…