Purpose
This article outlines the steps to address common HCP and consumer requests, including promotional item inquiries, invalid SLNs, address updates, NPI concerns, and password resets. It also provides escalation protocols and contact information.
Issue Resolution Steps
| Issue | Action Required | Contact |
|---|---|---|
| Invalid SLN | Inform the HCP to contact GRC. | 855-425-0190 |
| Address Update Request | Transfer the caller to GRC. | 855-425-0190 |
| Password Unlock/Reset for HCPs | Unlock HCP accounts in C.A.T.S Console under the HCP Portal Support tile. Instruct the HCP to use the "Forgot Password" option if they need assistance resetting their password . | |
| Password Unlock/Reset for Reps | Field Portal passwords are managed through SSO. SIQ passwords are updated via the Roster Maintenance tile. | |
| Request for Promotional Items | Direct HCPs or consumers to GRC. | 855-425-0190 |
Additional Notes
- If you have any questions or need further clarification, please reach out to Tara, Kelly, or Teresa.