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Group Secured Services: Help


Many of your questions can be effectively answered by your Company Administrator.
To see the names of your company administrators, go to your User Profile (click on My Account; Account Settings). All Administrators for your company are listed at the bottom of the page.





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General Questions

I got an invitation e-mail, which I deleted. Where do I go to register? The only way to register is to click the link in the invitation e-mail. You need to contact your company administrator and ask for another invitation e-mail. Why do I have to keep changing my password? Blue Cross requires that all users update their password at least every 90 days to help maintain the highest security around the protected information available inside BCBSM Secured Services. To change your password at any time, click on Portal Access: Change Password.

Administrator Questions

How does a company register? The first person to register a company must have the power to sign legal agreements for the company. That person is called a "principal." The principal is automatically the first company administrator. The principal should immediately invite a backup and assign the same administrator rights to that person. All company administrators invite the other employees to register. Why am I unable to register as a principal? BCBSM records and Secured Services data must match for registration to be successful. I'm attempting to register my company on the Group portal and I'm using the last 4 of my Tax ID as my pin and its not working! What should I do? Contact the help desk at 877-258-3932. I'm attempting to register my company on the Agent portal and I'm using the last 4 of my SSN as my pin and its not working! What should I do Contact the help desk at 877-258-3932. How do I create new users? You can invite new users to register by selecting the Invite option in the Portal User > view/change profile section. The user will receive an e-mail invitation that provides instructions and a link to the self-registration site. Once the user has completed the registration process, you will be notified via e-mail. You will then be able to approve the user and add the needed services and group codes. How do I terminate users? You can terminate any user by going User Administration> Manage Users> enter the user name of the user you wish to terminate and click “Delete. Can I re-activate a permanently removed user? No, deleted users cannot be reactivated. The user will need to be re-invited by a Principal Administrator and will have to complete the registration process again to obtain access.

Group Portal Questions

Why are BCN Facets group names and addresses displayed differently on BCBSM Secured Services versus in eMCS?
  • How BCN Facets Group Information is Displayed Within eMCS
    Please note: There is no change as to how the information is displayed within eMCS.

  • How BCN Facets Group Information is Displayed on BCBSM Secured Services
    The format of the BCN Facets group information is dependent on the structure of the group.

    SINGLE BCN FACETS SUBGROUP
    If there is only one Facets Subgroup, then that group will see the information for that particular Subgroup.

    MULTIPLE BCN FACETS /SUBGROUPS
    BCN Facets group information is displayed in a slightly different manner, When there are multiple segments owned by the same group:
    1. All segment owners are able to view and update the same Facets Group ID in eMCS For example, if there are 3 subgroups, with 3 owners, they all have access to all 3 parts. This is how it has always been.
    2. The description/name and address will always be determined by the way the group is structured on the BCBSM system.
    For Example:
    1. Three different subgroups
    2. All belong to BCN Facets Group ID 00111111.

      The information for the three is as follows:

      Subgroup 0001 is Pizza Place @ 123 Main Street, Troy, MI
      Subgroup 0002 is Nails Inc @ 99 South Street, Grand Rapids, MI
      Subgroup 0003 is Nails Inc @ 10001 Mall Drive, Kalamazoo, MI

    3. When viewing BCN Facets codes on the BCBSM Secured Services portal, all segment owners will see BCN Facets code 00111111, displayed as Pizza Place @ 123 Main Street, Troy, MI

Technical Questions

How do I address questions about specific applications? You are able to access user guides, reference manuals, quick reference guides, and online help for most all of BCBSM applications. Many of these materials are available after logging in to the Secured Services. Each application has its training content. If you do not find the help you need within those materials, contact help desk at 877-258-3932. Why is the site so slow at times? The speed of the site is very dependant on your individual machine and the network you are accessing the site over. If you are using a dial-up connection then your response time will be much slower than an individual using a high-speed network. This could also be dependant on specific company firewall or network issues. BCBSM constantly monitors the response time of the site and has specific Service Level Agreements around these. Is there anything special I need when connecting to Secured Services from a home computer? As long as your home computer meets the minimum system requirements for the application you wish to use, you will not need special equipment to connect to Secured Services. One system requirement for the portal is Internet Explorer 6.0 or greater. Secured Services will only work on the Microsoft Internet Explorer browser (version 6.0 or higher). It will not work on other browsers such as Netscape, Mozilla FireFox, etc. Why does the site timeout over a short period of time? The Secured Services's current timeout period is 8 hours, although if you close your browser your session will be ended. There could be other customer specific applications that have a much shorter time out period causing the application session to terminate, but the portal is active.

Other Questions

When will users see changes that are made when they have contacted BCBSM with changes? When the changes have been made in their BCBSM records, they will see changes the next day. How can I submit Web site, application or portal improvements? We love hearing from our customers, and have created a feedback form available on our Web site. It is located at the bottom of bcbsm.com.


Q. How do I get further assistance? Contact your company administrator for further assistance.
If the above options do not answer your immediate needs, call: 1-888-417-3932