Upon the engagement with E-Claim.com, LLC for the ClickClaims application site, designated personnel were selected by the site owner to be trained on the ClickClaims application via the web-based Instructor-Led Training (ILT) and/or Video Tutorial courses. One or more of these representatives - depending on the protocols set by the site owner - should be your first level of support and training for your site.
It is strongly recommended that all of your ClickClaims users be instructed on the proper procedures for the handling of training and support issues, per your agreed-upon workflow, prior to beginning the use of ClickClaims. A clear and concise policy should be written, disseminated, and kept readily available as a reference source to which all of your users can be directed internally with questions and support issues that fall outside of the scope of the solution articles, webinar recordings, video tutorials, and other training materials.
Non-Administrative Users:
"Non-Administrative" users, as it pertains to support, refers to users associated with one of the following user role(s):
- Adjuster
- Customer Service
- Client Examiner
- Client Manager
While ClickClaims requires basic computer skills, it is designed to be very intuitive and able to use with little to no hands-on training necessary for you to understand its primary capabilities. If you do not understand any part of your ClickClaims claims file handling process, or require additional training, please consult with your manager, site administrator, or Training Coordinator (depending upon your company's defined protocols) to schedule a training session with your company's designated internal ClickClaims trainer. Your training representative may also be able to point you to additional training materials such as user guides, solution articles, and/or webinar recordings.
Some companies opt to employ a functionality available in ClickClaims which allows non-administrative users to submit a ticket internally to the appointed person(s) at your company who is designated as the first level of support to address ClickClaims support and training issues. If you are unsure of your company's protocol regarding this, please contact your manager, site administrator, or internal training representative for more information, as specified by your company.
When utilized, a ticket can be opened when you mouse over the "Help" menu bar button in the ClickClaims application, then over "Support" from the drop-list, and then select "Internal / Company Support" from the fly-out menu. This opens the "Internal Help Desk Support" page where you can provide details about yourself and the issue you are reporting.
Once the ticket is submitted, ClickClaims generates an outgoing email, using system email template # "51 - Internal Help Desk" to send the information via an email to the recipient(s) designated within the email template. This template must be active from the "Manage System Emails" page by a site administrator, and the correct group or recipient email address must be populated before this process can be utilized.
Administrative Users:
"Administrative" users, as it pertains to support, refers to users associated with at least one of the following user roles:
- Owner
- Administrator
- Company Examiner
- Claims Supervisor
- Team Lead
- File Reviewer
- Accounting
- Human Resources
- Sales and Marketing
E-Claim offers training courses during the onboarding process for new clients and new or refresher training courses for our existing clients. The typical training methodology adopted by most companies is E-Claim's offered video tutorials. Web-based Instructor-Led (ILT) training courses are also available where an E-Claim instructor educates one user, or a core team, thoroughly on the ClickClaims application using the Train-the-Trainer method. Onsite training is also offered upon request. Please consult your contract and/or E-Claim representative for pricing details.
Each course is structured to be a comprehensive review of the features and functionality related to that course topic and while there are core topics that are covered in each course, the curriculum for the ILT is flexible depending on your needs, prior knowledge of the ClickClaims application, and your projected workflow. Afterward, at least one of those core members is appointed by the site owner to educate the remainder of your users on the system and act as the first level of support and training to address internal questions that may arise from various users going forward.
- If opting for the ILT courses, each webinar course is held via Microsoft Teams. Each webinar session is recorded and uploaded to the course-specific task in the client's ClickUp Onboarding project (when applicable) and to the "Application Documents" page of your company's ClickClaims Production site so that you and your desired users can easily access and reference them as often as needed. ILT courses may be separated into multiple sessions based on content and availability.
- If opting for the Video Tutorial courses, a link to the applicable course is available within the course-specific task located within your company's ClickUp Onboarding project (when applicable). This information can be provided to the users of your choice. These videos are accessible at any time to provide your users with the option of learning at their own pace. These video tutorials and courses may also be accessed within the ClickClaims Support ticketing system by performing a search of the knowledge base to locate the desired solution article.
Please note that users should not put ANY test data in your ClickClaims Production site. If your company requires a place to train users or to test your workflow and your company was not configured with a Staging site, please contact your E-Claim representative and they will work with you to provide access to a proper sandbox environment intended for this purpose.
If the appointed ClickClaims trainer(s) at your company requires additional training assistance outside of the ClickClaims user guides, webinar recordings, solution articles, video tutorials, and other training materials, they can submit a support ticket directly to ClickClaims Support by selecting the "ClickClaims Support" option from the "Help" menu bar button located within the ClickClaims application.
When submitting a "how-to" training-related ticket to ClickClaims Support, please ensure "Training" is selected within the "Request Type" field to ensure the ticket is escalated to the appropriate representative.
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