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Employer Portal Frequently Asked Questions

Last Reviewed Date: 06/23/2022

What Are You Looking For?

Setting Up Account and Preferences

How do I access the new employer portal?

Important note for New Groups:

If you are a new Group, the primary contact(s) for your Group will be notified when your Group’s portal account has been set up.  Keep in mind that all Groups require the assignment of an Administrator.  Group administrators can provide you with access to the portal.

Follow these steps if you are a new portal user or if you haven’t logged in to the portal since February of 2021.

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.    

What do I do if I forget my username and password?

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.

What information will I need in order to register for the new employer portal?

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

Will I need to use my Group Number to register for 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. 

Who can create a user?

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:

How do I sign in?

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.

Can I update my username, password or personal information?

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:

What browsers can I use to access the employer portal?

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.

What is two-factor account verification and what information do I need to set it up?

How do I access my group or subgroup information?

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.

How do I provide my broker or another third party administrator access to my employer portal account?

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:

Can I view multiple groups using one account?

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. 

What are some of the key benefits of the new employer portal?

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

What actions can I complete at the subscriber level?

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.

 

What actions can I complete at the member level?

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.

What actions can I complete at the group/subgroup level?

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 

What actions can I complete at the dependent level?

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 

Top

Navigating and Using the Portal

Can I terminate, reinstate, or transfer a member on the employer 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:

Can COBRA enrollment be done online on the employer portal?

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

Can I obtain ID cards on 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:

Will the employer portal automatically show in-network providers when searching for and selecting a Primary Care Provider (PCP)?

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

How do I search for a member/ dependent?

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:

How can I pay my bill?

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:

Can I split a single payment across multiple subgroup billing accounts on the employer portal?

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

How can I get a copy of my group or subgroup invoice or look up premium rates?

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

Are the consolidated invoices on the portal similar to a reconciliation of accounts?

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.

Where can I view current and past transactions?

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.

How long will it take for my changes to be updated in administrative systems?

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.

Will the portal notify me when my group is up for renewal?

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.

Where will training materials be located and what training materials can we expect?

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.

Top

General FAQs

When is my premium payment due?

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.

Have you received my premium payment?

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

What is my outstanding premium due?

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

Sign in

How do I request a refund for an overpayment?

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.

My invoice does not reflect my most current payment.

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.

My invoice is billing for subscriber(s) who have been terminated.

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

My invoice does not reflect all active subscribers.

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

Will ConnectiCare reissue an invoice if a correction was needed?

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

How can I get a copy of my invoice or look up my rate?

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.

I have a question about my invoice. Whom can I call?

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

Where do I send my payment?

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

Where do I find forms?

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

My question is not addressed here; who do I contact for questions related to the employer portal?

For additional assistance, please use ‘Secure Messaging’ within the employer portal to send us an email. You can use secure messaging for questions related to billing and payment, membership, enrollment, and general inquiries.

Sign In

Need additional assistance? Contact your account management team.

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Any information provided on this Website is for informational purposes only. It is not medical advice and should not be substituted for regular consultation with your health care provider. If you have any concerns about your health, please contact your health care provider's office.

Also, this information is not intended to imply that services or treatments described in the information are covered benefits under your plan. Please refer to your Membership Agreement, Certificate of Coverage, Benefit Summary,or other plan documents for specific information about your benefits coverage.