Finding members and authorized users

Quickly finding a member or an authorized user is critical to successful customer service. Use the Search tab to find the desired member or user. Once you locate the member in My Care Card, you can help answer questions about accounts or cards.

To locate a member or an authorized user in My Care Card:

1.   From the menu, select Member Profile. The Search tab is displayed.

Note: If you are already working with another member's data, select the Search tab.

2.   Click the Change Hierarchy link. The Change Selected Hierarchy pop-up window is displayed.

3.   Complete the hierarchy search.

Note: This step is optional. To search for members when you do not know the employer, skip this step.

4.   Type information in the following fields. Search results are improved by specifying information in multiple fields.

·       First Name

·       Middle Initial (MI) - When searching by MI, at least two characters of either the first or last name must be included.

·       Last Name

·       Member ID

·       Card Number

Important: You must enter the entire 16 digit card number. The first and last name and member ID search requires at least the first two characters.

5.   Select Display Primary Members and Authorized Users to display both user types. If this check box is not selected, only the primary members display.

6.   Click Search. One of the following occurs:

·       If only one member matches the search criteria, that member's Member Profile tab is displayed.

·       If more than one member matches the search criteria, the members that match the specified criteria display in a list.

7.   Find the desired member from the list and click one of the following icons to navigate directly to the member's tab.

·.      - Member Profile tab

·.       - Member Transactions tab

·.      - Member Events tab

·.      - Member Notifications tab