Use this SOP to create one accurate individual enrollment in the Broker Portal, collect the required plan deposit when applicable, and verify that the person appears in the broker’s book of business without creating a duplicate.



 

📚 Resources Needed

  • Broker Portal
  • Patient’s legal first and last name, email, phone, date of birth, gender, and home address
  • Approved plan selection and permission to collect the displayed deposit

 

✅ Before You Start

  • Confirm the person is not already listed under Patients → Individuals. Search using name and email when available.
  • Confirm the plan with the patient before entering payment information. The portal currently presents Member and Direct PCP as paid plans and may show an internal Test plan that is not for normal enrollment.
  • Confirm the patient has authorized any required deposit. Do not charge a stored or newly entered payment method without approval.
  • Use the patient’s own email and phone so onboarding and payment communications reach the correct person.

⚠️ Member and Direct PCP display a $60 enrollment deposit in the portal. Always use the amount shown on screen and stop if the approved amount or plan does not match.

 

🚀 Tips & Tricks

  • Open the Individuals tab before selecting Enroll patient so the correct enrollment type is preselected.
  • Required fields are marked with an asterisk. Complete optional demographic fields when the information is available; incomplete data creates follow-up work.
  • Do not use the Test plan for a real patient.
  • After saving, verify the record in the list instead of assuming the submission succeeded.

 

📘 Instructions

  1. Sign in to the Broker Portal and select Patients.
  2. Select the Individuals tab. Search the existing list for the patient’s name and email. If a matching person exists, open or escalate that record instead of creating another one.
  3. Select Enroll patient. Confirm 🧑 Individual is selected in the enrollment window.
  4. Enter the required First name, Last name, and Email. Enter Phone, Date of birth, Gender, Address, City, State, and ZIP when available.
  5. Select the approved Plan. Confirm the displayed monthly amount and deposit with the patient. Billing cycle is monthly.
  6. For a paid plan, complete the secure payment area using the patient-authorized method. Confirm the patient name and amount before continuing.
  7. Review the entire form for spelling, duplicate email, plan, address, and payment accuracy.
  8. Select Enroll once. Wait for the window to close and the Individuals list to refresh. Do not click repeatedly while the form is working.
  9. Locate the new record. Confirm the name, selected plan, created date, assigned agent if shown, enrollment status, and deposit state.
  10. Return to the Dashboard and confirm the Total patients or Pending deposits summary changes as expected.

Broker Portal sign-in page

 

📊 Expected Result

  • One individual record appears under Patients → Individuals.
  • The record shows the correct plan and broker or agent relationship.
  • The deposit state matches what occurred during enrollment.
  • Dashboard totals and recent enrollment activity update after refresh.

 

⚠️ Exceptions and Corrections

The patient already exists

Do not enroll the patient again. Confirm the existing email, plan, and status, then use Chat or Support if the record belongs to the wrong broker or needs a correction.

The payment or deposit fails

Keep the enrollment window open if possible and record the exact visible error. Do not repeatedly charge the payment method. Confirm the billing details with the patient, then escalate through Support if the portal continues to reject it.

You selected the wrong plan or entered incorrect demographics

Do not create a replacement enrollment. Open the existing record if editing is available or submit one Support request with the patient name, enrollment date, incorrect field, and approved correction. Do not include full payment-card information.

 

🛠 Troubleshooting

ProblemWhat to CheckNext Action
Enroll button does not workRequired First name, Last name, Email, plan, and payment requirements.Move to the first incomplete field, correct it, and submit once.
No record appearsWhether the list is on Individuals and whether a filter is active.Clear the filter, refresh once, and search by email. Escalate before resubmitting.
Dashboard total did not changeWhether the enrollment saved and whether the dashboard is cached.Verify the Individuals record first, then refresh the Dashboard.
Patient did not receive follow-upEmail and phone spelling on the saved record.Correct the contact information through the approved path and document the issue in Support.

 

✅ Completion Check

  • No duplicate existed before enrollment.
  • Patient identity and contact information are accurate.
  • The patient approved the plan and any required deposit.
  • Exactly one enrollment appears with the expected status.
  • Any error or correction is attached to the existing enrollment, not a new duplicate.

 

If you have any questions, something does not match what you see, or you need more information, please reach out to Support.