We are very excited about the number of providers who have taken advantage of HNEDirect to view up-to-date information about claims, member eligibility, referral information, and more.  Here are answers to some common questions, to help you make the most of this powerful tool.

What is an advisory? How will I see an advisory?

An advisory is HNE’s way of alerting you to a situation or a change that may affect your use of HNEDirect.  For example, if HNE needs to do work to our computer servers during normal business hours, we will provide you with an advisory message in advance to alert you to the application shutdown. 

To alert you to such situations:

• An “Advisory” button will be displayed on your screen, next to the “Home” button.
• When you see the flashing advisory icon, just hold your mouse pointer over it and the message will be displayed on your screen.

How do I reset my password? What do I do if I can't remember my password?

If you can not remember your password, there are a couple of options for password reset.  First, the main contact of the account (the person who set up all of the HNEDirect accounts for your office) can follow these steps to reset a password:

• Log in to HNEDirect;
• Choose the “User Preferences” option;
• Choose “Edit Your Staff Info;”
• Choose “Edit” next to the person who has forgotten his or her password.
• The screen will refresh and there will be a “Reset Password” button at the bottom of the screen. 

If you would prefer, we can help you to change your password.  Just contact HNEDirect Technical Support at 413-787-4000.  Please note that resetting a password will not work if the account is still pending.

How do I add/update staff?

To edit information about existing users:

• Click on the “User Preferences” link. 
• Select “Edit Staff Information.” 
• Click the “Edit” button next to the user’s name, then make the necessary changes. It is important that you remove users from the user list if they no longer require access to HNEDirect. 

To add new users:

• Click on the “User Preferences” link.
• Select “Edit Staff Information.”
• Fill out the on-line form and click on “Add." This will refresh the form and add the user to the user list at the top of the page.
• When you have completed the addition of new users, click on the “Next” button. You will be prompted to print the user agreement.
• The user agreement will list the user’s login ID and temporary password.
• Send or fax the original user agreement to HNE.
• Once we receive the user agreement for the new user, we will activate the new account. 
• The new user will receive an email when his or her account has been activated. 

The ability to add new users is limited to those who have a “Contact” profile.

What is the PIN for?
The PIN is a 4-digit number that you specify and is required for access to HNEDirect. It is part of the security that surrounds your account. If you call HNE and need to change your account in some way (reset your password for example) HNE will ask you your reminder and security questions. If you are unable to answer those, we will ask you for your PIN. We recommend that when setting your PIN, you use a number that you can easily remember, such as, for example, the last 4 digits of your phone number.