# What is Opyn? Source: https://app-guide.empara.io/about Opyn Engage is an AI-enabled technology platform ## Your solution is powered by Opyn! Opyn is a flexible engagement platform with back-end administrative tools and easy-to-use member apps. Opyn is a highly configurable technology and can be used in many ways. Here are a few examples: ## Seamless Access to your health benefits *Making healthcare easier and more rewarding* Opyn works with employers and healthcare organizations to enable easy access to healthcare benefits, all in one place. Download and share digital ID cards, check benefit costs, claims, and spending balances. Get instant answers to your benefit questions, find lower-cost care and prescriptions, and access integrated benefits (like virtual care) anytime, anywhere. You can even tap to call or message care teams or member services. ## AI-Enabled Medical and Rx Shopping *Need to know what services are going to cost? Just ask!* Opyn partners with many healthcare transparency data providers to make it easy to shop for healthcare. We connect complex network pricing data to our AI assistants. All you have to do is ask your assistant, "How much will a shoulder surgery cost me?" and you will receive clear estimates for healthcare services and procedures near you. In addition, we incorporate healthcare provider scoring so you can get the lowest cost and the best quality. ## AI-Enabled HR Technology *Easily connect with your HR teams and get instant answers to your benefit, company rewards, and policy-related questions* Opyn also supports HR teams by enabling in-app messaging directly with HR support. With our AI assistants, employees can get instant answers to questions about health benefits, total rewards, and company policies anytime! ### Frequently Asked Questions Opyn supports dynamic branding, allowing different administrators, or the companies they serve, to brand the application with their theme. The branding in your app may be your company brand or the business that provides your company with a critical service, such as health plan management or HR support. No. Opyn is a technology platform that businesses use to provide access to their healthcare benefits and the teams that serve them. Opyn is not an insurer. We do not directly provide healthcare services or provide medical advice of any kind. Within the Opyn app, there are many places you can connect with the teams that sponsor and administer your benefits. Within your benefits wallet, there are often key phone numbers. If the message center is enabled, you can likely message your member services or healthcare advocacy team. You can also contact your HR representative for information on your benefits. # AI Assistant Source: https://app-guide.empara.io/ai-assistant This page will help you understand how to interact with your AI assistant. ## How to get there You can navigate to your AI assistant from the message center or directly by tapping the sparkle icon in your app navigation bar. ## AI Assisted Benefit Guidance Get instant answers to your benefit-related questions—24 hours a day, 365 days a year, at night and on weekends. Select “Ask your virtual assistant” in the app, and you'll see a series of bubbles with available topics. Options may include "Learn about my health coverages" or "Learn about my company policies.” Tap a bubble and wait for the AI assistant to start up. Text your question or use your voice-to-text feature on your mobile app to speed things up. ## AI-Assisted Healthcare Shopping If your healthcare administrator has included our AI shopping experience, you may see a prompt bubble labeled: "Find healthcare services near me.” Tap it to get started. Once your assistant is ready, ask a question like "help me find a doctor for a shoulder surgery”, or “I need an MRI.” Your assistant may ask some follow-up questions to narrow your search and return a list of providers near you for the service you requested. Now you can easily compare costs between doctors or different locations. Provider quality scores may also be included, so you can find the best quality care at the lowest price. **Not seeing AI healthcare shopping?** AI-powered healthcare and pharmacy shopping may not be available in all cases. Availability depends on how your app has been configured by your employer or benefit sponsor. ## Not Getting What You Need? Tap to Talk to a Person If you are not getting what you need from your AI assistant, tap the "Message a human" button at the bottom of your chat screen. Your message will be transferred to your service team in the message center. This will pause the AI and allow you to converse back and forth with your service agent. At any point, you can re-engage with your AI assistant by tapping "Resume AI chat." Message Human Pn **Not seeing "Message a human"?** In some cases, service teams are not connected to the app center. Availability depends on how your app has been configured by your employer or benefit sponsor. ## Always Check Important Information! Our AI Assistant is here to help you navigate your health benefits by offering quick answers and general guidance. However, the information provided may not always be accurate, complete, or up-to-date. Because health benefits can be complex and subject to change, we encourage you to double-check any important details, especially those related to costs, coverage, eligibility, and deadlines, by reviewing your official plan documents or contacting your benefits provider directly. This tool is not a substitute for professional advice, and we cannot be held responsible for decisions made based on the AI’s responses. ## Quoted Benefits are Not a Guarantee of Payment or Coverage Our AI assistant uses data directly from your health plan administrator documents. All benefits and eligibility quoted are not a guarantee of payment and are subject to the exclusions and limitations. Final benefit coverage will be determined by your administrator once a claim is received. # App Issues Source: https://app-guide.empara.io/app-issues Unable to find what you need? Let's figure it out. ## I don't See My Claims If you are not seeing claims or EOBs that you expect to see, there may be several reasons. First, make sure you have checked the claims section of the app. Navigate to the hamburger icon in the bottom navigation bar and select "Claims." Here you should find records of your claims or explanation of benefits for medical and pharmacy. **I have no Medical History Section** If you do not see the Medical History section, claims may not be available in your app based on your company configuration. ### Reason 1: Normal delays It ***can*** take a week or two for claims to appear in your app. When your provider submits a claim to your healthcare administrator, they process that claim. That claim may get denied, edited, resubmitted, or approved. That process may delay the display of claims in your app. ### Reason 2: Unpaid claims Currently, Opyn only shows paid claims, which means your health plan or benefits sponsor has approved the claim. This way, we can show you the plan portion and the portion you are responsible for. We do not display unpaid or in-process claims. ### Reason 3: Administrative errors It is possible that there was an error in the claims feed. If you have already received an explanation of benefits in the mail, and that claim is not showing in your app, there could be an issue. In that case, please reach out to your healthcare administrator, or you can submit a ticket to our support team at [support.empara.io](http://support.empara.io). Be sure to include the date of service for the claim(s) you are inquiring about. ## I don't see my dependents ### Dependent errors in eligibility records In some cases, information transmitted from benefit enrollment platforms can create errors in eligibility records, including missing dependents or dependents classified as primary subscribers. If you have children under 18 listed as dependents on your health plan and do not see them in the app, please reach out to your HR team or benefits sponsor to ensure they are properly classified in the enrollment or eligibility records. ### **If they are over 18, they can register for their own account** Child dependents or spouses over the age of 18 must create their own account in Opyn. Spouse and dependent information will still be listed in your app but you will not be able to see sensitive information like claims or accumulators. ## I can't register ### I keep getting the message "We couldn't find your account" First, let us apologize for this inconvenience. We understand your frustration. #### Reason 1: Your benefits may not be active yet If your company is using Opyn for health benefits, your benefits may not be active yet. Opyn requires active benefits coverage records to match user accounts in our system. We rely on healthcare administrators to provide us accurate and timely data. If there is a delay in your access, it may be caused by a delay in your plan setup. #### Reason 2: There may be errors in your eligibility data Because Opyn shows to users sensitive PHI (Protected Health Information), such as claims with medical conditions and diagnosis, our sign up process requires a high level of security and accuracy with key identifiers such as date of birth. Unfortunately, errors in eligibility data files are fairly common. Manual data entry by benefit consultants or HR teams during enrollment can leave room for mistakes. If your birthdate or social security number is not keyed in correctly, you will not be able to complete your registration until it is fixed. If you know your benefits are active, an error in your record is likely. Please reach out to your HR team or benefit sponsor to check this information. Let them know that you will not be able to log in to your app until that data is corrected and sent to your healthcare administrator. # Benefits Wallet Source: https://app-guide.empara.io/benefits-wallet This page will walk you through the benefits wallet features in the app. ## How to get there If healthcare benefits are configured in your app, navigate to your benefits wallet by tapping the icon that looks like an ID card in your app navigation bar. Benefits Wallet Nav Bar Pn **Don't see the Benefits Wallet?** If you do not see a card icon in your navigation bar, this feature may not be enabled in your app. If unavailable, your AI Assistant may be able to help with benefit-related questions. ## Coverage Cards Opyn separates individual benefit coverages such as medical, pharmacy, dental, and vision into their own cards. Tap on a card to get the benefit details. Once in the coverage detail screen, there are two tabs at the top: "my plan info" and "my cost." Benefits Wallet Pn ## My Plan Info Tab The My Plan Info tab holds all your relevant coverage information. Here you can download important plan documents and share your digital ID card. Depending on your configuration, you may be able to request a physical ID card. You may even find a handy tips section called "Help your doctor verify benefits" that explains your plan details in a way that will help the receptionist at your provider's office. ### Group and member info Scroll down to see your group information, member, and dependent information. ### Member contacts The Plan Info tab holds key contact information like phone numbers for health plan member services or care navigation. Just tap to call! ### Provider contacts If your plan requires precertification, your app will display the proper phone numbers for providers and give guidance on where they should submit claims. Benefits Info Tab Pn ## My Costs Tab On the My Cost tab, you will find your accumulators gauges. Accumulators track progress on financial responsibilities like deductibles and out-of-pocket maximums over the course of a benefit year. Benefits Cost Tab Pn ## Wrong Information Opyn does not manage your healthcare data. We display it for you in this easy-to-use app. If you see incorrect information in your benefits wallet, please notify your healthcare administrator or HR team. # Download the App or Login Online Source: https://app-guide.empara.io/download-the-app We make it easy to access Opyn on mobile or a web browser **IMPORTANT** You must have a company-sponsored account to use the Opyn App. Sign up with the code provided by your employer or benefit sponsor. You may also find your sign-up code on your portal landing screen. ## Mobile App The Opyn app is available in the [Google Play Store](https://play.google.com/store/apps/details?id=io.empara.empara_health) or the [Apple App Store](https://apps.apple.com/us/app/opyn/id6469439369). **On your mobile? Just scan the QR code to download the app.** Opyn App To Direct App Stores Pn ## Web Browser You can also log in to Opyn on a web browser at [app.opyn.health](https://app.opyn.health/#/welcome) No matter which device you use, you’ll get the same seamless experience—start a task on one and finish it on another! # Home Screen Source: https://app-guide.empara.io/home-screen This page will walk you through the home screen features in the app ## Notices The notice carousel is at the top of the app home screen. Swipe left or right to scroll through notices and tap or click them to get more information. Notices are used to promote the most important features in your app and connect you with integrated offerings or solutions available to you based on your health plan or program. Notices may also be used to communicate important announcements or insights that you might want to take advantage of. Notices usually include additional information on how to access a particular service and have call-to-action buttons such as tap to call, tap to message, or click to link out to an external websites or portals. ## Message Action Button The button in the center of the home screen connects you with the messaging center. There, you have the option to chat with your AI assistant or message with your service team for more complex requests. Home Message Button 1 ### BillAssist / Upload New Bill Button (optional) In some cases, the center button is used to support our bill reduction service. Here you can upload a high-cost medical bill and take advantage of hospital discounts and negotiated discounts. ## Quicklinks The bottom third of your home screen hosts a series of quicklinks. Quicklinks are designed to get you to the most important areas of your app with one tap. They may also link you to external portals or systems. Home Quicklinks ## Navigation Bar On the mobile application, the navigation bar is at the bottom of your app screen. On a web browser, the navigation bar icons and options are the same, but the position shifts to the left of the screen. Navigation Bar Pn **Home Icon** The home icon that looks like a house brings you back to the home screen. **Message Center Icon** The chat bubble icon brings you to the app messaging center. **AI Assistant Icon** The sparkle icon brings you to your AI assistant. **Benefits Wallet Icon** The icon that looks like an ID card will bring you to your benefits wallet **More Menu Icon** The three-bar icon, sometimes referred to as the "hamburger" icon, opens a menu with more options. Here you can manage your account settings and set your preferred language. This is also where you log out of the application. The More Options Menu hosts icons that bring you to other important sections, such as medical history, claims, prior authorizations, and BillAssist. # Powered by Opyn Source: https://app-guide.empara.io/introduction User Guide and Support # Getting Started Hero Light Hero Light ## Empara is now Opyn! New name, same great features and access. If you have an account, log in using your existing credentials. **For the best experience, ensure your mobile app is updated to the latest version**. Download the app, create your account, and get started today! Having trouble registering in the app or can't find what you are looking for? ## App Sections Navigating major sections of the Opyn App. Get human and AI support, plus quick access to your most important integrated solutions Have questions? Your AI assistant can give you instant guidance whenever you need it Message your team through our HIPAA-compliant message center or chat with your AI Assistant Access your benefit coverages, digital ID cards, and spending trackers View your pharmacy and medical claims or EOBs # Claims Source: https://app-guide.empara.io/medical-history This page will walk you through the claims features in the app ## How to Get There Navigate to the "More Menu" icon in your navigation bar. Tap it, and a modal menu will open. Select the "Claims" icon. Claims Nav Bar Pn **Don't see the "Claims"?** If your app is being used for healthcare purposes, you may have access to your claims or EOB's. Availability depends on how your app has been configured by your employer or benefit sponsor. ## Medical and Pharmacy Tabs Tap or click on the tabs to toggle between medical and pharmacy claims. Med Pharmacy Claims Tabs Pn ## Switch Between Yourself and Your Dependents At the top of the screen, there is a toggle where you can choose to view claims for yourself or your dependents. **Don't see your spouse or children's claims?** Keep in mind, spouses and dependents over 18 are required to create their own account in Opyn. Claims Switch View Pn # Message Center Source: https://app-guide.empara.io/message-center This page will walk you through the message center features in the app ## Secure Messaging The Opyn app has a HIPAA-compliant message center, which means the communications between you and your service providers are safe and secure. Sick of emailing documentation? Easily send PDF documents or mobile photos of your bills or EOBs to your service agents. Secure Messaging Pn ## Choosing AI or Human Support Within the message center, you have the ability to chat directly with your AI assistant to get Instant answers to your questions, or you can choose to connect with a person. **AI doesn't take vacations** Your virtual assistant is available whenever you need – 24/7 and 365 days a year, at night and on weekends! Message Center Choose Pn Tap the message button from the home screen or tap the message icon in your navigation bar. There, you should see two options to either select to ask your virtual assistant or talk to a person. **Not seeing the "Talk to a person" option?** If this option does not show, there is likely no customer service team available for in your message center. Availability depends on how your app has been configured by your employer or benefit sponsor. TIP: Important phone numbers and key contacts are often displayed in other areas of the app, such as notices or your benefit details in your benefits wallet. ## Message Inbox To get to your message inbox, tap on the message icon in your navigation bar. You will notice two tabs at the top—active and archive. The active tab holds your relevant and recent conversations. ### Archiving messages When you are done with your conversation, swipe left or click and drag to archive. Messages can be archived by users and by service providers. If you feel a message is suddenly missing, check your archive tab. ### Start a new message From the inbox screen, click on the pencil icon to start a new message. ### Messags Inbox Pn ### Message history Both human and AI conversations are kept in your message center inbox. AI Messages will be clearly labeled “virtual assistant” or “virtual guide”, and human conversations will be labeled with your service provider team name, such as “Member Services "or “Benefit Navigator.” # Employer and Consultant Support Source: https://app-guide.empara.io/partner-support Support for employers, benefit sponsors, and consultants ## Technical Issues If you need to report a technical issue or have a feature suggestion, sign in to the [Partner Support Help Center](http://support.empara.io) to submit a ticket. ## Partner Console Access Employer, benefit sponsor, and consultant access will be available soon. In the meantime, please coordinate directly with the organization utilizing the Opyn platform, such as the TPA, employer, or health plan, to manage eligibility, check claims status, and access reporting packets. Access to specific features and data will be based on the permissions granted to you by the sponsor organization. # Registration Issues Source: https://app-guide.empara.io/registration-issues Having trouble signing up? We can help! ## First, make sure you are on the latest app version It is important to ensure you are on the latest version of the app. If you are on a web browser, be sure to clear your cache and refresh your browser to ensure you are on the latest app version. If you are using the mobile app, make sure that you are using the latest app version. Go to the [Apple App Store](https://apps.apple.com/us/app/empara-health/id6469439369) or [Google Play Store](https://play.google.com/store/apps/details?id=io.empara.empara_health\&hl=en_US) and search for "Opyn Health." Install the latest version of the app. **Check your app version** Open your app and tap the hamburger icon in the navigation bar to open the menu. Then, select **“Account.”** The current app version you have installed will be listed at the bottom of the account screen. ## At sign-up, I did not receive an email verification If you do not receive an email for verification, please begin by resending the verification. If you still do not get an email, please check your spam filters and look for the address: **([noreply@opyn.health](mailto:noreply@opyn.health))** Verify Email 1 **Did you use a personal email?** It is best to use a personal email to create your account. Why? Because this is your personal account, and if you leave your company, your work email may not stay active. Also, email spam filters managed by your company may prevent you from seeing your verification email. If you cannot find an email from Opyn, you could try to sign up with a different email address. If you still have an issue, you can submit a ticket to our support team at [support.empara.io](http://support.empara.io). Please be sure to include the email address that you attempted to sign up with. ## At registration, I got a message saying "We couldn't find your account." If you created your account, entered your sign-up code, entered your date of birth, and social, and got a message saying that you "cannot be found," there may be a few reasons. **IMPORTANT** If you get a message that you "cannot be found," do not attempt to re-register with a new email address. That will not resolve the issue. If your company is using Opyn for health benefits, your benefits may not be active yet. Opyn requires active benefits coverage records to match user accounts in our system. We rely on healthcare administrators to provide us accurate and timely data. If there is a delay in your access, it may be caused by a delay in your plan setup. Because Opyn shows to users sensitive PHI (Protected Health Information), such as claims with medical conditions and diagnosis, our sign up process requires a high level of security and accuracy with key identifiers (such as date of birth.) Unfortunately, errors in eligibility data files are fairly common. Manual data entry by benefit consultants or HR teams during enrollment can leave room for mistakes. If your birthdate or social security number is not keyed in correctly, you will not be able to complete your registration until it is fixed. If you know your benefits are active, an error in your record is likely. Please reach out to your HR team or benefit sponsor to check this information. Let them know that you will not be able to log in to your app until that data is corrected and sent to your healthcare administrator. Bugs or technical issues are the least likely culprit. However, if you know your benefits are active and you have checked that your eligibility data, such as date of birth and social,l are correct, please submit a ticket to our support team at [support.empara.io](http://support.empara.io). Please be sure to include the email address that you used to create your account. If possible, include a screenshot of what you are seeing in the app. ## At registration, I got a message saying "Account already created" If you created your account, entered your sign-up code, entered your date of birth, and social, and got a message saying "Account already created," that means that you have already registered with a different email than you are attempting to login with. Since you already have a registered account, please go back to the sign in screen and log in with the email and password you originally registered with. **IMPORTANT** If you get a message that your account already exists, do not attempt to re-register with a new email address. That will not resolve the issue. Emails included on group/employer enrollment records are not used for user accounts. Users pick their own email to register with upon registration. If you need to change the email that you registered with, please submit a ticket to our support team at [support.empara.io](http://support.empara.io). # Signing Up For the First Time Source: https://app-guide.empara.io/signing-up Welcome! Let's get started. This page will help you sign up for an Opyn account. ## Step 1: Create Your Account Signing up for the first time? Just enter a personal email and set a password to get started. If you begin at the sign-in screen, look below the sign-in button and find "Don't have an account?" and click "Get started now." **Why a personal email?** It is best to use a personal email to create your account. Why? Because this is your account, and if you leave your company, your work email may not stay active. Also, email spam filters managed by your company may prevent you from seeing your verification email. ## Step 2: Verify Your Email Check the email inbox of the account you signed up with and look for an email from Opyn. The from address will be **[noreply@opyn.health](mailto:noreply@opyn.health)**, and the email title will be "Verify your email for Opyn health.” Verify Email 1 Follow the link or click the button to verify your email address. ## Step 3: Verify Your Identity Next, you'll enter your eight-digit sign-up code. This allows us to match you to the organization sponsoring your account. You may have received a sign-up code from your employer or healthcare sponsor. You may also find it on your portal landing screen. Sign Up Code Pn Just a few more details! In some cases, you will be asked for your date of birth and the last four digits of your Social Security number. **What do you need my social for?** Opyn hosts sensitive information such as your healthcare coverage details, claims, and dependent information. This information helps securely match you to a coverage record in our system. Next, you should see a screen that says "We found you." This means we have successfully matched you to an account record in our system. If you receive a message saying "cannot be found" at registration, please visit the Registration Issues page. It is likely that your benefits are not active yet or that there is an error in your eligibility data. User Found Pn Finally, you will associate your family members with your account. On this screen, you can claim legal guardianship over your dependents under 18, which allows you to view their healthcare data. **Why does it say "not eligible" next to my spouse or child?** Spouses and dependents over 18 are required to create their own account in Opyn. Family Access Pn ## Step 4: Passphrase The final step is to set a security passphrase. The passphrase is used to protect your conversations. Any messages you send to your service providers, such as member services or healthcare advocates—are encrypted. Even the technical team at Opyn can not read your sensitive health-related messages. **Concerned you won't remember? Not to worry!** Your passphrase is only needed the first time you log in or if you uninstall and reinstall the app. If you forget it, you can always reset it. The worst that will happen is that you will not be able to read your past messages. # User Support Source: https://app-guide.empara.io/user-support Support for users of the Opyn App ## Instant Guidance Need help right now? Our on-page AI agent can guide you through the app features and even help with troubleshooting. Just click on the "Get Support" button on the agent widget in the bottom right corner of your browser. Support Agent Pn **Don't see the widget** If you do not see the AI agent, your browser may be blocking its use. Please try another browser if possible. ## Technical Issues If you need technical support for the Opyn Health Apps or have a feature suggestion, sign in to the [User Help Center](http://support.empara.io) to continue. **Medical or Benefit Question?** Be sure to contact your service team directly using the messaging center in the Opyn Health App. Opyn does not manage your healthcare data. If you see wrong information in your benefits, wallet, claims, or accumulators, please notify your healthcare administrator or HR team.