How do I resolve carrier messages?

Resolving carrier messages in the Manage tab is a straightforward process. Most messages can be resolved by simply indicating whether the information in BerniePortal or the carrier's records is correct.

Basic Resolution Process

Step 1: Access the Message

Navigate to the Manage tab and locate the message you want to resolve. Each message displays key information including the issue type, carrier, employer, employee, and a description of the discrepancy.

Step 2: Click Resolve

In the Actions column, click the Resolve button or settings icon to open the message resolution modal.

Step 3: Review the Discrepancy

The resolution modal displays:

• Employer and employee information
• A clear description of the issue
• What BerniePortal has on record
• What the carrier has on record

Step 4: Select the Correct Information

Choose which system has the accurate information by selecting the appropriate option. You'll typically see radio buttons for "BerniePortal Value" and "Carrier Value."

Step 5: Submit Your Resolution

Click the submit button to record your resolution.

Common Resolution Scenarios

Gender Mismatch Example

If BerniePortal shows an employee as female but the carrier has them listed as male:

• Select "female" if BerniePortal is correct → The carrier will be notified to update their records
• Select "male" if the carrier is correct → You'll need to update the employee's profile in BerniePortal

Date of Birth Discrepancy Example

If there's a birthdate mismatch:

• Select the correct birthdate from the options presented
• If the carrier is correct, update the employee's birthdate in BerniePortal
• Note: The employee may need to be re-enrolled if rates or coverage are affected by the birthdate change

Dependent Relationship Issues

If the carrier reports a subscriber relationship conflict (e.g., spouse vs. dependent):

• Verify the correct relationship
• Select the accurate relationship type
• Follow any additional instructions provided in the modal

Following Instructions

When a resolution requires additional action (like re-enrolling an employee), instructions will be provided directly in the message modal. Common instructions include:

• Updating employee information in BerniePortal
• Re-enrolling the employee due to rate or coverage impacts
• Contacting the carrier directly for complex issues

Important: If you select that the carrier's information is correct, you must manually update the corresponding data in BerniePortal to match. The system doesn't automatically update BerniePortal based on your resolution selection.

When Additional Help is Needed

The majority of carrier messages are straightforward to resolve. However, in cases where a message cannot be easily resolved through the standard process:

• The modal will indicate whether you should contact the carrier directly
• Or if you should reach out to BerniePortal Operations for assistance

Don't hesitate to use these resources for complex discrepancies.

After Resolution

Once you resolve a message:

• The resolution is recorded in the Audit Log
• Information syncs to the carrier during their next scheduled sync
• The message is removed from the Manage tab (assuming it was correctly resolved)
• If incorrectly resolved, the message may reappear

Different carriers sync at different frequencies, so there may be a delay between when you resolve a message and when the carrier receives the updated information.

For information about sync timing, see "What is 'Last Sync' and why is it important?"