An Issue is a record of a problem with a member’s coverage, eligibility, or demographic data. It is often raised by a carrier or partner and may require action in order to resolve.

​

What’s in an Issue

Summary: At-a-glance analysis of what has happened, and its potential impact. Resolution Guidance: Clear, actionable guidance for how to resolve the issue with Noyo or the carrier. Tracked Action: Record what action was taken to resolve the issue, such as updating data in the benefits administration system or reaching out to the carrier. Taking an action moves the issue into Pending Resolution status. Noyo will confirm the issue is no longer detected, and it will be automatically marked as resolved. Notes: Leave comments for other users with any additional context on this issue. History: Review when this issue first occurred, and all past instances that it has been reported. For EDI error reports, view more details about the upload that created the issue and download the original document received from the carrier.

​

Lifecycle

​

Origination

Issues can originate from a variety of places:

• EDI error reports
• Carrier API responses (e.g. EOI requirements)
• Snapshot processing errors (e.g. mapping errors)
• Manually by Noyo Operations (account-dependent)

​

Member Matching

Issues are also automatically matched to employees and dependents in Noyo. When the issue source is a carrier-provided document that doesn’t use Noyo IDs or the custom_individual_id field, members are matched using their name, date of birth, and other identifying information like carrier-assigned ID or SSN.

​

Issue Matching and Resolution

Issues are automatically matched to previous issues to update or resolve them. If the same issue is found in a new upload or transmission, it will not be duplicated. If the issue is no longer found, it will be automatically resolved.

​

Dismissing Issues

If an issue doesn’t need to be addressed, it can be dismissed. Dismissed issues are filtered from default views in the app, but can still be returned by the API when not filtered. Dismissed issues are still tracked by Noyo and will be moved to resolved only when they are no longer reported.

​

Roadmap

We are actively working on expanding the feature set for Issues, including:

• More issue sources (e.g. carrier API responses, Snapshot validation)
• Issue assignment (in-app only)
• Automatic ingestion of error reports from carrier systems
• Integration with Tracking

​

API Reference