Customer Service Guide - Level 2
- Matthew Taylor (Unlicensed)
Welcome! We’re glad to help
This customer support guide is intended to assist the customer as we migrate more of our suite of products into their Assure portal.
This customer support guide is intended to increase user knowledge and inform individuals working within the Atlasware & Assure Disability system. Procedures & solutions in this guide are meant to assist users in navigating the system, train coworkers and solve issues. If you are experiencing issues that this guide cannot resolve, please contact us at support@myassureservices.com
You can also contact our Atlasware Program Management Team directly.
Mike Doane Mike.Doane@myassureservices.com
Beth Losure Beth@Atlasware.com
User Actions
Update Atlasware Password
Your main account login will remain the email you have on file with Assure Disability. You can update the password from the default, or at anytime you choose.
To update your password, click on the “Firm Name” in the upper right-hand corner of the window
Click on “Profile”
Click “Settings”
Scroll down to change password
Click “Update” to save your new password
Follow these same procedures to change a Case Manager’s password as well.
Let Atlasware Work For You
To maximize the use and efficiency of the Atlasware software, it is recommended to ensure all representative’s credentials are current at the ERE and sync’d with Atlasware. This will allow the automated scheduler to pull files on schedule and ensure the accuracy of the status report.
Scheduled Downloads will automatically download the Exhibited Case File at the following best practices calendar: Ready to Schedule, 45, 15, 7, 3 & 2 day(s) prior to the hearing.
Enter the SSN when a claimant populates your Status Report, under “No Hearing Scheduled.” Follow the steps in procedure #3 of this guide to input the SSN. This should be done PRIOR to the status change from Pending Folder Assembly to Ready to Schedule. This allows the scheduler to download the first Exhibited File and have it ready for you when you need it.
All Case File downloads will download in PDF format and have automatically gone through the Optical Character Recognition (OCR) process, which indexes your file, makes them key-word searchable as well as gives you the ability to cut and paste directly from the document to use while writing your briefs. Each file will also have the page and exhibit number at the top of each page.
To ensure downloads open/save in the manner you intend, see #25 of this guide to set your browser settings.
Filtering & Sorting
Depending on how many cases are on your status report, you may want to filter out the specific cases you are working in. Atlasware has four built-in options, All Cases, No Hearing Scheduled, Scheduled Hearing, Post Hearing.
To search a specific date range, click the calendar icon/date range as shown below.
Clicking the “Status Date” drop-down allows further filtering of your status report by Status Date, Import Date or Hearing Date.
To filter or group your status report by category/column, click the grey ribbon. Each column is sortable, with the ability to add columns to your view.
Adding columns to your view, provides the ability to group like cases/claimants in a customized manner. These column selections will only remain for the duration of the current login session, then it will return to the default selections.
To add columns, click on the “Columns” button
Each column selected will be shown in your view.
Export your view
To export your view, Click the “Export” button
Your choices are Excel, Comma-Separated Values (CSV) or Print.
Advanced Search
To utilize the “Advanced Search” feature, click “Advanced”
This will allow you to refine your search criteria.
Representative Credentials
Locations
States
Case Statuses
Default Visibility
First Name / Last Name
Make your criteria selection, Click “Search”
Adjusting Default Visibility
To adjust the default visibility,
Click “Advanced”
Scroll down to “Default Visibility”
You can customize your view of which cases will populate your screen
Make your selection criteria, Click “Search”
Atlasware Procedures and Solutions
Expired ERE Credentials
Background/Message: Credentials need to be updated in Atlasware to be able to download case files. These credentials MUST match (ERE and Atlasware) and each time they are updated at the ERE they must be updated in Atlasware. If this is not accomplished, a system error will be generated.
Go to SSA ERE and update attorney credentials.
Log into Atlasware
Click “Cases” on the left side of the screen then click “Credential Manager”
On RIGHT next to the attorney’s name click the BLUE “Edit” button – DO NOT CLICK “ADD CREDENTIALS”
Enter updated password matching the SSA ERE (See Below).
Click “Update Credentials”
NOTE: Individuals with expired credentials: No case files can be uploaded/downloaded until this is updated.
SSN Error Messages
Background/Message: Could not match provided SSN. We used the SSN ending in 1234. These credentials have failed 4 SSN checks and will be marked as locked after 5 failed attempts within 24 hours.
Resolution: Correct SSN using the Actions button
Go to the All Cases screen.
Find the claimant’s name
Click “Actions”, Click “Update SSN”
If the SSN was entered incorrectly, you can update the SSN number and click “Save SSN”
See procedure #4 of this guide for detailed instructions for updating SSN.
Input SSN
To update the first 5 of the SSN:
Go to the All Cases screen
Find the claimant’s name
Click “Actions” to the right of the name
Click “Actions”
Click “Update SSN”
Enter the correct SSN in the spaces provided
Click “Save SSN”
Incorrect SSN Error - (First 5 of SSN)
Background/Message: When the automatic system scheduler tries to pull files and customer receives an error for an incorrect SSN or if you entered it incorrectly and need to change it.
NOTE: The last 4 of the SSN is pulled from the ERE onto the status report. If this is incorrect, refer to #7 of this guide
Resolution: Click one of the hyperlinked names in the message- the link will take you to the case details screen for that individual. If the SSN was in fact entered incorrect, you can correct it by doing the following:
Go to the All Cases screen
Find the claimant’s name
Click “Actions” to the right of the name
Click “Update SSN”- Enter the correct SSN in the spaces provided
Click “Save SSN”
If you need to manually pull the case file again after you have updated the SSN, do the following:
Go to the cases screen.
Find the claimant’s name
Choose “Actions”
Choose “Manage Case files”
Press “Check for ERE case file updates” - which is a button on the bottom of the pop up.
This will go out and check for new exhibits for this file.
Incorrect SSN – System Default 000-000-000
Update Atlasware Password 4
Let Atlasware Work For You 5
Filtering & Sorting 5
Advanced Search 7
Adjusting Default Visibility 7
Atlasware Procedures & Solutions 8
Expired ERE Credentials 8
SSN Error Messages 10
Input SSN 10
Incorrect SSN Error - (First 5 of SSN) 11
Incorrect SSN – System Default 000-000-000 12
Could Not Match Provided SSN 12
Last 4 of SSN Are Incorrect 13
Download a Case File (Manually) 13
Case File Updates (After Initial Download) 13
Downloading the Exhibited AND All Case Files 14
Uploading Documents to the ERE 15
Requesting Briefs 16
Request Brief w/File that Failed to Download 17
Update Header / Signature Block 17
Case & Hearing Not Connected 18
Attorney/Representative Account Locked 19
Automated Scheduler Not Syncing 20
No Exhibited Case File 20
Case File Failures Due to Reassigning Representatives 20
Failed Import 21
Adding New Representative 22
Adding Case Manager 29
Edit Case Manager 31
Disable / Delete Case Manager 32
Common Errors Customers May Receive (email) 32
Case File Download Settings 33
Assure Products: User Guide/Training Materials 34
Brief Tool Pro - Your Solution for Efficient Brief Writing 34
Hearing Coverage - Your Hometown Advantage 34
Centralized Hearing Scheduling Coming soon... 34
Medicare Leads - Partnering with Disability Planners 34
Medical Records Ordering - Partnering with Release Point 34
Account Upgrades 34
Adding Atlasware to established Assure account 34
Atlasware Only Account 38
Update Associated Representative & Client 38
Medical Records Ordering - Via Release Point 38
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