Important Updates to the Member Experience
What happened to my ShareBox?
We are excited to announce important changes to your online member experience. On May 28th we phased out the previous Member ShareBox in exchange for the new, mobile responsive Member Snapshot (login below).
Want to know about the new Member Snapshot? Learn more here.
Have more questions? Visit the Frequently Asked Questions (FAQ) section.
Member Snapshot Login
Great news! We already transferred your member account to your Member Snapshot portal. To gain access to your account, you are required to reset your password. Please follow the instructions below to login for the first time.
First-Time Login Instructions
- Click the ‘Member Snapshot First-Time Login’ button above.
- Using the email on your Solidarity account, you will request a Password Reset Link
- Check your email for the Password Reset Link (sent from [email protected])
- Note: If you do not see this in a few minutes, it may have ended up in your spam folder
- Use the Password Reset Link to setup your new password
- You will be prompted to login for the first time using your email and new password
Exciting Changes Coming to our Solidarity Members
Why are these changes happening?
We are aware that over the past year our bill processing has slowed, and our response times have grown. We know we can provide a better member experience for you, so we’ve been working in the background to develop new software and workflows allowing for more efficient bill processing times, shorter hold times when calling in, and faster responses to your email inquiries.
If you’re interested in learning more about our software projects over the past year, watch A Message from Solidarity HealthShare President Chris Faddis below.
What changes can we expect now?
Changes are happening both internally at Solidarity and externally for you, our members. Many of the changes won’t be immediately visible, but we’re confident you’ll start to see improvements in many areas of your Solidarity memership.
Internally: Most of the immediate changes are happening in the background as we rollout new member services and bill processing software. These new software systems will help our staff better serve you and your loved ones’ needs.
Externally: The biggest visual change you will see comes in the way of the new Member Snapshot. Currently, we’re inviting you to the beta version of this software. We’ll add features in the coming weeks, but will launch the full version in the next few months.
what changes are planned for the near future?
The first set of improvements you can count on include:
- The new mobile-friendly Member Snapshot portal allowing you access on any device from anywhere
- An improved Medical Need Submission Form giving you the ability to submit bills directly to our data entry specialists and bill processors
- An all new referral program we’re simply calling Referral Rewards. Instead of expecting a VISA gift card in the mail, you’ll get an email with access to 30+ retailers, restaurants, and entertainment companies
- Access to Educational Resources intended to help you better utilize your membership and understand how to interact with your healthcare professionals
A Message from Solidarity HealthShare President Chris Faddis
Want to learn more?
We’ve included further details and timelines surrounding our software projects here at Solidarity. To learn more, simply click on the ‘+’ icon or titles below to learn more.
2016: Solidarity started with less than 10 families and today we’ve grown to over 10,000 households–humble beginnings that have led to great honor in serving so many of you. In order to first start serving the Solidarity community, we partnered with an already-existing healthshare ministry to utilize their staff, processes, and member services software.
2018: After two quick years Solidarity opened its headquarters in Tempe, AZ and hired its first employees handling member services, medical reviews, and other operational functions. At the same time, we continued to use our ministry partner’s software for medical needs processing and member support.
2018: Just a short time after onboarding our own staff, we began to realize that our community was outgrowing the member services and processing software we were using and we began the search for the next solution for our members.
2019: We entered into a relationship with a software vendor to onboard a “Best in Class” system and we began the implementation of new processing software alongside the development of a completely new and improved Member Care Portal.
2019: Throughout the first half of last year, our team worked hard to define and develop the new software system, but in order to do so, we had to retool many of our workflows and slow our needs processing to prepare the new software for launch.
In the days leading up to the software launch, it became apparent that there were major data errors and issues with the software. We had no choice but to revert to our previous software system.
At the same time, our community’s medical billing needs had grown immensely and the culmination of these events created a “perfect storm”: a backlog of medical bills that had to be processed through our already-taxed former software system. To determine the viability of the software product, we immediately sought out industry experts and undertook an extensive investigation into the issues presented at launch.
LATE 2019: As difficult as it was, we realized that the software we intended to launch in late summer of last year was not viable. We immediately made the decision to remain in our former system and began the search for another solution. We also immediately started to solve for the growing backlog of bills by hiring more processing staff and improving internal processes to increase our efficiency.
2020: At the beginning of this year, we onboarded two new, incredible vendors and got to work on bringing you a system that works to solve not only today’s member needs, but those of the future and our ever-growing community.
JUNE 1, 2020: We are excited to announce the Phase 1 launch of Javelina (medical processing and payer solution) and the Member Snapshot–the beta version of our new Member Care Portal. Know that we will continue to roll out more features and functionality over the next several months on both platforms. Most of the initial changes are happening behind the scenes with improved workflows and processing times.
Our main focus has always been on our members and their experiences of Solidarity. We know that as the community grows, it’s important for us to deliver better service as often as possible.
We are aware that over the past year our bill processing has slowed and our call times have grown. Please know that we not only apologize for the current delays, but that we’re confident we can bring you a much better member experience
Over the next few weeks, we will be rolling out new workflows that allow for more efficient bill processing times, shorter hold times when calling in, and faster responses to your email inquiries.
Frequently Asked Questions (FAQ)
Features & functions faqs
If you’re finding yourself asking, “My ShareBox used to do (fill in the blank here)…how do I do that now?” or have questions about existing bill submissions, payments, or other inquiries, the following information may be helpful to you.
To submit a bill, login into your Member Snapshot and click on the “Submit Need” button. Fill out all the information on the form and attach your itemized bill or itemized proof of payment for sharing. Once the form is submitted, you will receive a confirmation email. Please only submit one bill or reimbursement per form request.
Note: If you have not logged into the Member Snapshot yet, please follow the instructions above.
When you submit your medical need through your Member Snapshot “Submit Need” form, your bill is uploaded directly to our system. You will receive a confirmation email that the submission was successful. If you need help submitting your bill, please contact our Member Care Center at (844) 313-4999.
Note: If you have not logged into the Member Snapshot yet, please follow the instructions above.
We are working diligently to process all outstanding medical needs as quickly as possible. Our current medical needs processing turn-around time is approximately 120 business days. We have recently added additional medical needs processors to address our backlog and reduce our turnaround time. You will be notified as soon as your medical need is processed.
We will be making feature updates and improvements to your Member Snapshot, like sharing activity, over the next few months. If you have a question or need assistance, please contact our Member Care Center at (844) 313-4999.
We will be making feature updates and improvements to your Member Snapshot, like sharing history, over the next few months. If you have a question or need assistance, please contact our Member Care Center at (844) 313-4999.
If you need to update your payment or account information, we are happy to help you.
Please call our Member Care Center at (844) 313-4999.
Starting on June 16th, members on a manual payment plan for their monthly share amount will be able to charge their monthly share amount through your Member Snapshot. Until then, manual payment plans do not need to attempt to authorize their Monthly Share payment.
We will be making feature updates and improvements to your Member Snapshot, like member messaging, over the next few months. If you have a question or need assistance, please contact our Member Care Center at (844) 313-4999.
We are grateful and thankful that you would refer a new member to us! For the time being, please have the person you want to refer call our Member Care Center at (844) 313-4999 and provide your name and Member ID.
Remember: To be eligible to receive your referral reward, the new member you refer must be a member for 60 days.
We are changing the way our sharing is processed. Starting on June 8th, you will be able to see your Monthly Share Notice in the Member Snapshot. If you are on auto-share, your amount will be processed on June 15th. This payment will be applied to your July sharing amount.
We are changing the way our sharing is processed. If you were typically charged on the 20th of the month, starting on June 15th all members will be processed on the 15th of each month.
We are changing the way our sharing is processed. Starting June 15th, all member share amounts will be charged on the 15th of the month.
No. As long as your share amount is current, your membership will not change.
Each month Solidarity HealthShare members will see one transaction that will show up as SOLIDARITY.
To make a manual payment, log into your Snapshot and click on the “Actions You Can Take” button. Then, select “Manual Payment.”
If you need to update you’re the card information, please call us at 1 (844) 313-4999 and we will be happy to help you.
If you make your monthly contribution by check, you will see “Awaiting Check” displayed under “Current Share Notice Status.” We will update you Share Notice as the check is received and processed and your “Current Share Notice Status” will display “Paid.”