Support Center

Every test or exam at a collection site starts here. You find the customer's record, confirm it against their ID, and fix small errors before you choose services. Taking time to get this right avoids corrections and reprints later.

Before you start

• Ask for a photo ID. For DOT tests, the collector must positively identify the employee with a photo ID issued by the employer or by a federal, state, or local government; faxes and photocopies are not acceptable (49 CFR 40.61(c)).
• Collect at least two identifiers from the customer: last name, Social Security number or driver's license number, and date of birth.

Steps

1. Under Quick Start at the top of the screen, click Start New Med-Stop Service.
2. Enter at least two identifiers in any combination, then click Find Customer or press F2. To clear the form, click Clear or press F3. Next is not available at this stage.
3. If the pair is entered correctly, a single matching record appears.
4. Verify the record with the customer. Pay attention to details that may have changed since the last visit, such as the driver's license number and expiration date and the customer's contact information.
5. If the name or Social Security number has a minor typo (for example, Smit instead of Smith), click Update Protected Info or press F5. The fields marked in yellow become editable so you can correct them.
6. When the customer's information is entered or corrected and verified, click Next or press F12.

If no record is found

• Check the information for misspellings or typos.
• Try the first name in the last-name field. This happens when a first name was stored as the last name, or the other way around. Do not enter the full name; it always returns zero matches.
• Try a different pair, such as last name and date of birth, or Social Security number and date of birth. In rare cases the customer never provided a Social Security number and can be found only by last name and date of birth.
• If no pair returns a result, Med-Stop has no record of this person. Click New Customer or press F4 to create one.

If the record is wrong

Only minor corrections are allowed, so one customer's information is never overwritten with another's. If too many letters or digits change, you see a message such as Last Name Correction not allowed - create new Record or SSN Correction not allowed - too many digits changed. Create New Employee. In that case:

• Contact the Med-Stop office for help. If no one is available, create a new record with New Customer (F4).
• Record the issue under Med-Stop Support > Contact Support so Med-Stop support can collect the details later and avoid duplicate records.

If the record found is incorrect and the customer does not recognize any of it, call Med-Stop support before you continue. Common causes are a legal name change, or a Social Security number that replaced a temporary work number (which normally starts with 9).