Employer Portal Frequently Asked Questions

Last Reviewed Date: 06/23/2022

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Setting Up Account and Preferences

For current employer portal users:

If you are already an active user on the current portal, you will receive an email with information on how to access the new employer portal between June 27 – July 25. (Existing portal users will be set up to access the new portal). If you do not receive a welcome email by July 26, please contact your Account Management Team.

For new employer portal groups:

If you are a new group, you will be notified when your account has been set up. Keep in mind that all groups require the assignment of an administrator.  Once assigned, your administrator can provide you with access to the portal.    

Username – If you have forgotten your username, click ‘Forgot Username’ on the employer portal sign in page. An email with instructions will be sent to the email address associated with your account.

Password – If you have forgotten your password and need to reset it, click ‘Forgot Password’ on the employer portal sign in page. An email with instructions will be sent to the email address associated with your account.

Please click the link below for detailed information needed to register on the new employer portal.

Yes, you must use the seven-digit Group Number to register for the new employer portal. You can find your Group Number at the top of your most recent invoice. 

Your admin can add or remove users or make edits to a user role.

For a step-by-step guide to adding users:

For a step-by-step guide to editing user permissions:

For a step-by-step guide to editing subgroup permissions:

Once your account is set up, you can use the sign in link below to access the portal. You can also click the sign in button in the top right corner of the employer section of our website.

Your username is unique and cannot be changed.

If you want to change your password, click your name in the top right corner of the employer portal homepage and select ‘My Settings.’ You’ll see an option to change your password.

To change your personal information, click your name in the top right corner of the employer portal homepage and select ‘My Profile’. Once you’re on the profile page, click the ‘Edit’ button on the right to make changes, then click ‘Save’.


For a step-by-step guide to updating your personal information, including password click the links below:

Our portals may only be accessed using a supported browser such as the latest versions of Google Chrome or Microsoft Edge. Our Portals will not work well, or not work at all, with other browsers.

In order to view group or subgroup information on the employer portal, your employer group’s primary admin will have to grant you access. Once you have been given access to your group or subgroups, click the group number on the employer portal homepage. From there you can view the subgroups associated.

Your primary admin can provide access to brokers and other third party administrators, such as delegated vendors, within the employer portal.

For a step-by-step guide to adding users:

You can access subgroup and class information associated with a group under one account.

If you need access to multiple employer groups, you will need to register individually to access different group information unless you have an account that allows for single access to multiple groups. 

The new employer features and functionalities include:

  • Ability to view and download detailed member rosters
  • Pay and manage bills online
  • View invoice and payment history
  • View consolidated billing our premium invoices for a billing account
  • Ability to track case status
  • Ability to view and manage employer information online such as account settings, requesting portal access for employer users and assigning roles to users
  • Report an issue functionality
  • Secure messaging within the portal
  • Two-factor account verification for enhanced account security

Employer users can complete the following actions at the subscriber level on the employer portal:

  • Change plan/ transfer member to a new plan
  • Add dependent 
  • Change marital status
  • Change Primary Care Provider (PCP)
  • Change member name 
  • Change member address 
  • Request or print ID card
  • Reinstate member
  • Change date of birth 
  • Change language/ ethnicity/ race
  • Terminate member 
  • Terminate coverage
  • Terminate HSA/HRA rider

Note: Changes to plans can only be made during open enrollment, special enrollment periods or qualifying life events. Review your plan documents for detailed information.

 

Employer users can complete the following actions at the member level on the employer portal:

  • Change plan/ transfer member to a new plan
  • Add subscriber and/or dependent 
  • Change marital status
  • Change Primary Care Provider (PCP)
  • Change member name 
  • Change member address 
  • Request or Print ID Card
  • Reinstate member
  • Change date of birth 
  • Change language/ ethnicity/ race
  • Terminate member 
  • Terminate coverage
  • Terminate HSA/HRA

Note: Changes to plans can only be made during open enrollment, special enrollment periods or qualifying life events. Review your plan documents for detailed information.

Employer users can complete the following actions at the group and subgroup level on the employer portal:

  • Add subscriber and dependent 
  • Change group primary point of contact (POC)
  • Change billing group primary POC
  • Change subgroup primary POC
  • Change subgroup billing primary POC
  • Make a payment
  • Cancel a pending payment 
  • Setup autopay
  • Cancel autopayment 
  • Manage billing account 
  • Request an updated bill 
  • Upload an employee census 

Employer users can complete the following actions at the dependent level on the employer portal:

  • Change Primary Care Provider (PCP)
  • Change dependent name 
  • Request or Print ID card
  • Reinstate dependent 
  • Change relationship
  • Change date of birth 
  • Change language / ethnicity / race 
  • Terminate dependent 

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Navigating and Using the Portal

Yes, you can terminate, reinstate, or transfer a member under the ‘Roster Management’ tab at the top of the employer portal homepage using the ‘Subscriber Actions’ button.

For a step-by-step guide to terminating and reinstating a member click here:

Yes, COBRA enrollment can now be done online in the employer portal. 

Yes, you can request a new ID or print an ID card under the "Roster Management" tab at the top of the employer portal homepage.

For a step-by-step guide for requesting a new ID card click here:

Yes, when searching for a PCP the employer portal will only show those providers who are in-network for the member. 

To search for a member, sign in to the employer portal, click the ‘Roster Management’ tab at the top of the homepage and select ‘Member Search’.

For a step-by-step guide for member search click here:

To view and pay your bill, sign in to the employer portal and click the ‘Billing’ tab on the top of the employer portal homepage. Once on the billing page, select your billing account and click the ‘Make a Payment’ button on the Billing and Payment History page.

For a step-by-step guide to billing and payments click the link below:

No, payments cannot be split across multiple billing accounts or subgroups on the employer portal since payments are always tied to individual billing accounts.

Sign in to the employer portal and select ‘Billing’ at the top of the homepage. Select your billing account number to view invoice history.

Sign In

Yes, the consolidated invoice available in the Billing tab of the employer portal will have 24 months of invoice details for the selected billing account similar to a reconciliation of accounts.

You can view current and past transactions up to 24 months under the ‘Transactions Log’ tab at the top of the homepage on the employer portal.

Processing times vary by transaction. Most transactions are typically processed within 24 hours at ConnectiCare though some can take up to 72 hours to process. 

Transactions such as change PCP, request ID card, change subscriber address, change DOB, change dependent relationship, change ethnicity / race / language or change name will be reflected within the portal in 24 hours. 

Transactions such as add subscriber, add dependent, change plan, open enrollment, terminate subscriber, terminate member, terminate coverage, reinstate subscriber, and reinstate member will take up to 72 hours to be reflected within the portal.

Yes, a renewal card will appear on the employer portal homepage 90 days before the group’s renewal date and will remain on the homepage for 30 days after the renewal date.

All employer portal training materials can be accessed under the ‘Resources’ tab of the employer portal. Training materials will include quick reference guides (step-by-step instruction with screenshots) and micro videos.

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General FAQs

Your health insurance premium payment is due on the date stated on your most recent invoice. You can view your invoice any payment history under the ‘Billing’ tab on the employer portal.

Sign in to our secure employer portal to check your account’s premium payment history. Payments will take up to 48 hours to process.

Note: Payments cannot be processed through the employer portal on weekends or federal holidays.

Sign In

Sign in to our secure employer portal to view billing information. 

Sign in

You will see the changes reflected on your next billing cycle. If you have questions about your billing and payments, send us a secure message through the employer portal by clicking on the ‘Secure Messaging’ tab on the homepage.

Please allow 48 hours for payment processing. Your premium payment may have been received and processed after the most current invoice was produced. Your next invoice will reflect your payment. If you have questions, send us a message through the ‘Secure Messaging’ tab on the employer portal homepage.

In some cases, enrollment transactions are processed after invoices are produced. Please pay your invoice as billed and your next invoice should reflect any subscriber terminations.

To request an updated bill, click the ‘Billing’ tab at the top of the employer homepage, select your billing account and click the ‘Request Updated Bill’ button.  You can request an updated bill once per pay cycle. You will receive a notification on the portal when your rebill request has been processed.

To view your subscriber information, including terminations, sign in to the employer portal.

Sign In

Sometimes enrollment transactions are processed after invoices are produced. Please pay your invoice as billed. Your next invoice should reflect any subscriber additions.

To request an updated bill, click the ‘Billing’ tab at the top of the employer homepage, select your billing account and click the ‘Request Updated Bill’ button.  You can request an updated bill once per pay cycle. You will receive a notification on the portal when your rebill request has been processed.

To view your subscriber information, including additions, sign in to the employer portal.

Sign In

You will see the changes reflected on your next billing cycle.

Sign in to the employer portal and select ‘Billing’ at the top of the homepage. Select your billing account number to view invoice history.

To can view your rates by plan and tier under the ‘Subgroup Overview’ under the ‘billing’ section of the employer portal.

For questions about your invoice, send us a secure message by clicking the ‘Secure Messaging’ tab at the top of the employer homepage.

Paying your bill online through our secure employer portal is quick and easy. To pay your bill online or set up autopay, sign in to the employer portal and click the ‘Billing’ tab at the top of the homepage. On the billing page select your billing account and click the ‘Make a Payment’ or ‘Set Up Autopay’ buttons under the ‘Billing & Payments History’ section.

Sign In

You can find often-used forms by signing in to the employer portal. You can also use our website to download and print many often-used forms.

Sign In | Employer Forms