Member Portal Access and Self-Service Guidance

Member Portal Access and Self-Service Guidance

These are the steps you must provide to your members to ensure they can successfully access their membership information, transactions, and year-end summaries through the patient portal. Empowering members to use the portal reduces administrative burden on your staff and provides security to patient health information.

Key Member Access Points

The most important information for a member to know is the login link and their unique identifier.

DetailInstruction for MemberNotes for Office Staff
Login URLhttps://app.vision-hq.com/accounts/loginThis is the single, consistent entry point.
UsernameThe email address associated with their membership account.Always confirm this email address for the member during onboarding or troubleshooting.

1. Guiding Members Through Password Retrieval

If a member cannot log in, the most likely cause is an forgotten or unset password. Advise them to use the automated self-service feature.

Instruction Steps to Give to the Member:

  1. Navigate to the portal login page.

  2. Click the "Forgot Your Password?" link.

  3. Enter their registered email address.

  4. Follow the instructions sent to that email to create a new password.

⚠️ Troubleshooting Tip for Your Staff: If a member claims they are not receiving the password reset email, first verify with them that they are using the exact email address on file for their membership.

2. Emphasizing Portal Self-Service Features

Members should be encouraged to utilize the portal for all information requests, as this directly reduces calls and emails to your front desk.

Key Features to Highlight:

Portal FeatureBenefit to MemberBenefit to Office
Membership StatusFull visibility into their active plan details.Reduces inquiries about plan specifics.
Transaction HistoryAccess to all payment records in one place.Eliminates staff time spent looking up and verifying payments.
Year-End SummariesInstant download of necessary documents for HSA/FSA reimbursement.Critical time-saver; ensures tax documentation is delivered without staff intervention.
🚫 DO NOT EMAIL TRANSACTION COPIES: > For security and compliance, remind members that all transaction histories and year-end summaries must be downloaded by them directly from the secure portal. Staff must never send these documents via email.

Recommended Action for Staff:

When a member calls requesting a transaction copy, staff should respond with a phrase similar to:

"Thank you for calling. For security and to ensure you receive the official document required for your FSA/HSA claim, all summaries must be retrieved through your secure online patient portal at https://app.vision-hq.com/accounts/login. Please use your membership email to log in, and you can download the summary instantly."

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