Can employers resolve messages themselves?

Can employers resolve messages themselves?

Yes, employers can resolve carrier messages that appear for their organization. When you activate a carrier integration for an employer, that employer automatically gains access to a Manage tab in their Benefits section.

What Employers Can See
  1. Employers see a Manage tab that displays:
    1. Only messages related to their specific organization
    2. Both Failure and Warning messages from their carriers
    3. The same message details and resolution options that brokers see
  2. They do not have access to:
    1. Messages for other employers
    2. The Configure tab
    3. The Pending tab
    4. The Audit Log tab

Why Employers Have This Access
Employers often have direct access to information that brokers may not readily have, making them better positioned to resolve certain discrepancies. For example:
  1. Accurate employee data: HR admins typically have immediate access to correct Social Security Numbers, birthdates, and other personal information
  2. Dependent information: They know the correct relationships and details for employee dependents
  3. Recent changes: They're aware of life events or status changes that may not have been fully communicated yet

Flexible Resolution Approach
This dual-access structure gives you flexibility in how messages are resolved:
  1. Broker-level resolution: You can handle all messages yourself if you prefer to maintain complete control
  2. Employer-level resolution: You can allow employers to resolve their own messages, particularly when they have better knowledge of the correct information
  3. Collaborative approach: You can resolve some messages while letting employers handle others based on what makes most sense

Tracking Who Resolved What
  1. The Audit Log tracks which user resolved each message, so you'll always know whether an issue was addressed at the broker level or by the employer.
  2. This provides full transparency and accountability across both your team and the employer's team.

Setting Expectations
Whether you plan to have employers monitor and resolve their own messages or prefer to handle everything yourself, it's important to communicate clearly with employers about:
  1. What the Manage tab is and why they see it
  2. Your expectations for who should resolve messages
  3. How quickly messages should be addressed
  4. When they should contact you for assistance
For more information about employer access, see "What can employers see and do in the Carrier Exchange?"

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