Why can't the Provider or the Payer see a specific Member in HHAeXchange?

First, the Payer must double-check to verify that the Member is in the Payer Portal. Be sure to search under All statuses and not just Active.

• If the member is not found, the Payer must contact their internal IT team to verify that the Member record was sent and imported.

• If the Payer’s internal IT team verifies that the Member was sent and imported, the Payer can open a ticket with HHAeXchange Support Team and notify their Client Success Manager.

• If the member is present in the Payer portal, review which provider the member is assigned to and direct the provider accordingly.

• If the member is assigned to the provider, but they are still unable to view the member, have them coordinate with HHAeXchange via Support.