Self Service Module
Danielle Bond avatar
Written by Danielle Bond
Updated over a week ago

Quick Reference: Settings> Email, Columns, Calendar & Other> Check box to enable Prescription & Provider Entry. Scroll down to Submit Settings.

Using the Self Service Option

Self Service allows you to securely share documents, policy details, your contact information and also allow your leads & clients to update their prescriptions and providers lists. The information that they add will automatically appear in their record within your CRM in the Rx and Providers tabs.

You can enable this on the fly by hitting the Enable Self Service from their record or you can automate it via an Automated Workflow action. We’ll explain that more later, but let’s look at some basics first.

Go to Settings> Email Columns Calendar & Other Settings. Check to enable the Rx & Provider modules. Scroll down and submit the settings. You’ll now have both modules on all record types.

Go to Templates.

We’ve added updated templates to newer accounts. They look like this and give you more flexibility with adding signature details and other fancy stuff. If you have an old account, it looks like this. Don’t like the old ones? Delete the templates associated with Client Access and then hit RESTORE DEFAULT EMAIL TEMPLATES and you’ll get the updated ones.

*You should edit these templates. However, DO NOT edit the template name nor the link for the portal or the password. These are critical components for the templates to work properly with the feature set.

*You cannot mass email the self service emails. Why? Because then it wouldn’t generate the record specific links and passwords that are required for security.

Now we can enable the self service in the client or lead’s file by clicking Enable Self Service. You can now view how it looks to the lead or client by hitting View Self Service. Want to add Products or Documents to their file? Simply go to Products, Add and Files, Add Documents or Website Links and Check the box to allow for Client Access (giving file access is only for Client record types). Now if we look at the View Self Service again, we’ll see those additions.

You can also Disable Self Service if you want to. If you then enable it again for the person, a NEW portal and password will be sent via email to them. They won’t be able to log into the secured portal with the old details any longer.

Let’s see what the client will see. They’ll receive their portal link email and then use their password link email to log into it.

They can update their prescriptions list here in the Rx module and their Providers here.

Now let’s look how to do this in an automated fashion.

Go to Settings> Automated Workflows. We’re going to look at 2 different workflow scenarios. One is based on a product status of quoted, another is based on the AEP Review Needed tag.

Throughout the year, a useful automation would be to create a workflow for Quote Submitted.

Add a workflow. Name it. Set the triggers that will cause the workflow to begin. Decide if you want the workflow to stop if it no longer matches the criteria. If you deselect this option, even if they say they don’t want that product and you change the status to Declined by Client, they’ll still get any remaining actions.

Choose the record types, for example, Leads & Clients. With a Product Status of Quoted. We recommend that if you want any of the carrier/product details to appear in any related emails or SMS messages, you also choose Product Coverage Type= MedAdvantage for example. Scroll down and Save Workflow.

Now let’s add the actions. Add Action of Enable Self Service after 1 minute or 2 days or whatever timing you want. Save Action. Continue adding as many other actions as you want, emails, phone calls, SMS, tasks, so many options!, with a timing of minutes through years, to the record, to the assigned agent, to specific agents and more. Check out the automated workflow video in the help app for more details.

If you’re basing the workflow off the Product Status and Product Coverage Type, make sure you hit COPY and then also set workflows up for your remaining product coverage types.

If you are creating a workflow for the annual review period, check that you have a tag for this trigger. Go to Settings> Account Tags. If you don’t have AEP Review Needed, add one like so. You can name it whatever you like so long as it’s clear to you!

Now go to Settings> Automated Workflows. Add Workflow. Name it AEP Review Needed-CLIENTS. You probably don’t want to send a secure portal to your leads prior to them booking an appointment at least. So let’s select for Clients. Check Tagged With and select AEP Review Needed.

Save Workflow.

Add Action of Send Email, to the record minute 1, using an email template of something you’ve created for a call to action for the annual review, explaining that they’ll get the self service portal details to update shortly, etc. Something to prepare them.

Since these are clients, let’s add an action of Send SMS, after 30 minutes, to the record. Letting them know to expect their self service portal emails to get them prepared for their Annual Review period.

Add action of Enable Self Service maybe after 30 minutes so that they get the emails at the same time as the text message. Whatever timing you think is best.

Continue to add actions for other emails, call queues, etc.

Then on September 1 or whenever you want to start this campaign, you’ll bulk update your clients with the tag of AEP Review Needed to start the workflow. We recommend adding a reminder to your calendar. Add Task for Reminder to bulk update records with AEP Review Needed. September 1 at 8am for example.

Once they’ve booked their annual review, REMOVE the tag from their record to stop any further emails, texts, etc.

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