Partner portal — frequently asked questions

Accounts

How many accounts can our organisation have?

Your organisation may hold a maximum of 3 active accounts on this portal. Administrator accounts count toward the limit. Disabling an account frees its slot immediately; creating an account beyond the limit is refused by the server, so plan your three around who genuinely needs to sign in.

Who creates and manages our users?

Your own portal administrator, on the Users tab: create an account with a role, disable it, or reset it. Bonaventure Medical Laboratory sets up only your first administrator account — everything after that is in your administrator's hands.

What can each role do?

Administrator — manages your users and views cases. Agent — sees only the cases they submitted themselves. Underwriting — sees all of your organisation's cases and their documents, and can request further information from the lab. Billing — sees your cases with services and amounts for reconciliation, without medical documents or the applicant's personal details. Your organisation's cases, documents and users are visible to your organisation alone.

How do sign-ins and password resets work?

There is no self-signup and no automatic email. When your administrator creates or resets an account, the portal shows them a one-time set-password link to copy and send to you directly. The link works once and expires after 7 days — if yours has expired, ask your administrator for a fresh one via Reset — new link on the Users tab. If you forget your password, the same reset flow applies.

Information requests

What happens when the lab needs information from us?

The case shows a prominent "The lab needs information" banner at the top, and your dashboard flags it with a "Lab needs info" pill. Read what is needed, type your answer in the reply box, and press Send reply — it lands on the case at the lab immediately. If paperwork is needed, use Upload document on the same case. The banner clears once the lab marks its request resolved.

How do we request further information from the lab?

Underwriting accounts have a Request further information box at the bottom of every case. Send it and the lab's work queue flags the case immediately; their answer arrives on the case as a note or document. When you are satisfied, press Mark resolved on your request — you close what you asked, the lab closes what it asked.

Documents

Where do we upload files?

On the case itself: open the case from your Dashboard, and use the Upload document form under Documents (agents and underwriting accounts; billing accounts cannot upload). PDF, JPG or PNG, up to 10MB. The file goes straight onto the case at the lab and appears in the case's document list.

Why can't I see a document a colleague mentioned?

Documents carry an audience. Underwriting accounts see underwriting paperwork; billing accounts see billing paperwork only. The lab's internal working documents never appear on the portal at all.

Testing

Can tests be added to a case after it was submitted?

Yes — additional tests may be added by the lab when medically indicated. They appear on the case's services list automatically, alongside what was originally requested, and are included in the same monthly billing.

Submitting cases

Do agents still email their request forms and documents?

No. Submissions made on the request form now file themselves straight into the lab's system — the applicant's details, the appointment, and the attached photo ID all arrive together, and the case appears on this portal automatically. Nothing needs to be emailed anymore.

How do paramedical cases flow?

A paramedical case needs a scheduled interview session — please book the appointment when submitting the request form, or the lab will contact the applicant to schedule one. After the interview, the documents are signed in person at the lab and the case passes the lab's quality check; the completed case is then submitted directly to underwriting — the case summary and its documents are sent to your underwriting team, and everything also remains available on this portal on the case itself. Billing follows at month-end as usual.

Who receives the completed submission packages — and how do we change that?

Your administrator manages the recipient list on the Users tab, under Submission recipients: every address listed there receives each completed package by email. There is no limit to the number of addresses; your organisation handles any further internal distribution. The screen shows who last edited the list, so changes are always accounted for.

Billing & EOBs

How do we send the lab an explanation of benefits?

On the Billing / EOB tab: choose the file (PDF, JPG or PNG, up to 10MB), enter the invoice reference it applies to (required), optionally the amount and a note, and press Upload EOB. It shows in your list as "Awaiting BML confirmation" until the lab confirms the payment against it — then the status changes to Payment confirmed. A rejected EOB shows the lab's note explaining why, so you can correct and re-upload.

Who can upload EOBs?

Your portal administrator always can. The administrator can also grant May upload EOBs to any other user, whatever their role, on the Users tab — and revoke it the same way. Only people with the permission see the Billing / EOB tab.