PHI Verified Ticket

Some of our members will utilize the mobile app to submit a question or bug. Based on the template that is created within the ticket it is a unique identifier that the member is reaching out from within their verified mobile account. This guide covers how to identify pre-verified members in Zendesk, how to distinguish between public and internal knowledge base articles, and the self-service options available to members within the Vida app. Essentially if the request comes in with the UUID( account ID) available the member is verified in most cases. If the UUID does not match the name on the account please go through the standard verification process.For these submissions you can consider PHI is already confirmed, examples of this are below:

1. Pre-Verified Tickets

Tickets created through specific channels in the Vida app are considered "Pre-Verified" because the member has already authenticated via their secure login.

A. Messaging Channel ("Via Messaging")

Members can initiate a conversation with the support bot directly from the app. If they request an agent, the conversation is escalated to Zendesk.

How Members Initiate Messaging:

1. Tap the Settings (cogwheel) in the top-right corner of the app.

2. Tap "Help and Support."

3. Tap "Start Chatting."

   • Note: If the member selects an inquiry type, they will be informed that Member Services will respond via email within 24 hours.

How to Identify Messaging Tickets in Zendesk:

Look for these three indicators to confirm a ticket is pre-verified:

1. Subject Line: Reads "Conversation with [Member Name]".

2. Source: Under the subject line, it says "Via messaging."

3. Thread History: The ticket contains the conversation history between the member and the bot, including the inquiry type and the escalation message.

4.  You see the green check mark next to their name as pictured above.

Locating the Member's UUID:

For these tickets, the member's UUID is automatically captured.

• Step 1: Click the User Profile section in Zendesk.

• Step 2: Look for the UUID field.

  • Troubleshooting: If the UUID does not display in the standard box, scroll down to the "External ID" field to find and copy it.

B. "Contact Us" Form (Email Support)

Tickets generated when a member uses the "Contact Us" feature in the app are also pre-verified. The UUID is available in the user profile to access their account details.

• Android/iOS/Web: These tickets usually appear with specific subject lines indicating the platform (e.g., "Android Support," "iOS Support") or originating source.

• Email structure will look like this:

   

• IOS Support Example: https://vida95.zendesk.com/agent/tickets/1234564 

• Android Support Example: https://vida95.zendesk.com/agent/tickets/1234564 

  

• Web Support Example: https://vida95.zendesk.com/agent/tickets/1291086 
• Subject will be: Member Web App Support Request

2. Navigating the Knowledge Base (KB)

When using the Zendesk Knowledge Base, it is critical to distinguish between articles that can be shared with members and those that are for internal use only.

Public vs. Internal Articles

You can access articles via the Help Center or the Knowledge App in the Zendesk side panel.

How to Check an Article's Status:

1. Open the article.

2. Look at the section label under the Vida logo (top left) OR check for the lock icon if using the sidebar app.

3. Member Self-Service Options

Members have several self-service tools available directly in the Vida app. They can access these by navigating to Settings (cogwheel) > Help and Support.

• Help Center: Direct access to public help articles for troubleshooting and FAQs.

• Get Device Support: A specific form members can fill out for device-related issues.

• Contact Vida Support: Allows members to create an email ticket directly to the Support team.

4. Verification Protocols: Verified vs. Unverified Support

Our goal is to support our members as much as possible by providing general help when PHI is not confirmed, while reserving account-specific help for when PHI is confirmed.

When offering generalized support, it is important to assist, but also advise the member that you would be happy to dig into their specific account details if they confirm their identity via phone or email.

Information that can be provided without member verification 📖

These are general, non-account-specific tasks that don’t require knowing whether someone is a member and can be done without accessing the member account:

General Program & App Information

• Explaining what Vida Health is (mission, services, types of programs offered).

• Describing how the app works (navigation, features like chat, self-scheduling, or content libraries without accessing the account).

• Providing technical support basics (app download, login flow explanation, browser compatibility, updating the app, resetting password instructions—but not confirming identity).

Eligibility & Enrollment Guidance (General, Not Personal)

• Explaining general eligibility rules (e.g., “Vida is often offered as a benefit through employers or insurers — check with your HR or benefits portal”).

• Describing how to check eligibility (e.g., through their benefits provider or a signup page).

• Giving steps to enroll (e.g., where to go to input their organization info).

  • Note: Do this without confirming whether they personally qualify. Always, always, always advise that you can directly support them should they need help, as it is extremely important to get as many people through enrollment as we can.

Navigation & App Support

• Helping someone understand where to find resources in the app (without looking up their account).

• Walking through generic troubleshooting steps (e.g., app crashes, connectivity issues).

ALWAYS Requires Member Verification 🔐

These tasks involve PHI, account details, or eligibility confirmation and require identity verification before proceeding:

• Confirming whether someone has an account.

• Confirming if they are eligible for coverage or services.

• Accessing or discussing their health data, coaching notes, enrollment status, or program information.

• Making appointment changes on their behalf.

• Sending secure links or documents tied to their identity.

• Anything that requires discovery into the member's personal account, health, and wellness journey with Vida.

⚖️ The “Safe Approach”

When someone asks a member-specific question (like “Am I eligible?” or “Do I have an account?”), Member Services can redirect without verifying identity using this approach:

Standard Greeting:

“Thank you for calling Vida Health, this is [Agent name] on a recorded line. So that I can verify your account, can I have your name, date of birth, and Zip code (or Employee/Health Plan ID)?”

If the member doesn’t want to provide that information or seems uncomfortable:

“I’m happy to provide general information without verifying your account first, and if we need to get into your account specific details we can have you verify then, how does that sound? How can I help you today?

Do you know the name of the organization that provides your health benefits plan? It’s typically provided by your employer benefits or health plan.”

This keeps the interaction helpful but avoids crossing into HIPAA territory.