User Training Guide

Step 1

Welcome & Login Screen

The Welcome to CaseLink page is the first screen you see when you navigate to the application URL. It provides three information panels:

Hours of Operation – CaseLink is available Monday–Friday 6:00 am–8:00 pm and Saturday 6:00 am–6:00 pm (all times Central).
Login – Conduent uses Multi-Factor Authentication (MFA) for enhanced security. Clicking Login redirects you to the MFA site.
For Help – If you have trouble signing in or have questions, contact your Conduent Account Manager.

How to log in:

Open your browser and navigate to the CaseLink URL provided by your Account Manager.
Review the hours-of-operation panel to confirm the system is available.
Click the blue Login button at the bottom of the page.
Complete the MFA challenge on the Conduent identity page.
Upon successful authentication you are taken directly to Case Search.

CaseLink Welcome / Login Screen — Figure 1 — Welcome & Login Screen

Step 2

Case Search

After logging in you land on the Case Search page, accessible at any time via the Case Search button in the navigation bar. You can search by any combination of the following criteria:

Field	Description
Conduent Case Number	Enter a full or partial Conduent-assigned case identifier.
Client Name	Select a client from the drop-down list to filter cases for that client.
Member ID Number	Enter the insured member’s ID. Check Exact Match to require a precise match.
Member First / Last Name	Partial name searches are supported. Useful when you know only part of the member’s name.
Patient First / Last Name	Search by the patient involved in the incident (may differ from the member).
Accident Year	Enter a four-digit year (e.g., `2023`) to narrow results to cases for that accident year.

Search tips:

At least one field must be filled before submitting; a validation message will appear if the form is empty.
Click Search to submit your criteria and view matching cases in the Results panel.
Click Clear to reset all fields and start a new search.
Results are paginated — use the page controls at the bottom of the results panel to navigate.

Step 3

Case Search Results

After clicking Search, the Search Results panel on the right displays all cases matching your criteria. Each row shows:

Column	Description
Conduent Case ID	Unique case identifier. Click the link to open the full case detail.
Accident Date	Date of the accident associated with the case.
Case Status	Current lifecycle status (e.g., Open, Closed).
Member Number	The insured member’s ID number.
Member Name	Full name of the insured member.
Patient Name	Name of the patient involved in the incident.

Opening a case: Click the blue underlined Conduent Case ID link in the first column to navigate to the full Case Detail screen for that case.

Pagination controls:

Use the « ‹ › » buttons to navigate to the first, previous, next, and last page.
Type a page number directly into the page input box and press Enter.
Change the items per page dropdown (20 or 50) to control how many results appear on each page.
The item counter (e.g., 1–20 of 47 items) shows your current position.

Step 4

View Case Details

Clicking a Conduent Case ID in the search results opens the View Case screen. The top of the page displays a header bar with the case’s key identifiers, followed by a Case Details table containing all case-level information.

Case Header Bar

Displays three quick-reference fields:

Conduent Case ID — The unique case number.
Case Status — Current status (Open / Closed / etc.).
Case Type — Classification of the case type.
Client — Client name for the case.

Case Details Table

The details table provides a comprehensive summary of case data:

Field	Description
Open Date	Date the case was opened.
Activation Date	Date the case became active for investigation.
Close Date	Date the case was closed (if applicable).
Close Description	Reason or description for case closure.
FDOS / LDOS	First and Last Dates of Service covered by the case.
Charge	Total charge amount associated with the case.
Benefits Paid	Total benefits paid by the health plan.
Total Settlement Amount	Sum of all settlements reached on this case.
Gross Recovered Amount	Total gross recovery amount collected.
Member Number / Name / State	Insured member’s identification details.
Patient Name(s)	Name(s) of patient(s) associated with the case.
Account Number / Name	Client account information.
Funding	Funding type for the plan (e.g., Self-funded, Fully insured).
Claim Office	Office responsible for processing the claims.
Linked Case(s)	Any related or linked case IDs.

Step 5

Case Detail Tabs

Below the Case Details table is a tabbed section that organises additional case information into four tabs. Click any tab heading to load its content. Tab content is loaded on demand to keep the page fast.

Summary

The default Summary tab displays three panels side-by-side, giving a quick overview of the key relationships and financial outcomes for the case.

Parties Panel

Lists all parties involved in the case:

Party Type — Role of the party (e.g., Attorney, Insurer, Employer).
Party Name — Name of the organisation or individual.
Correspondence Type — Type of correspondence sent to this party.
Date Sent — Date the correspondence was sent.

Settlements Panel

Lists all settlements reached on this case:

Settlement Date, Party Settled With, Settlement Amount, Gross Recovered Amount.

Recoveries Panel

Lists all recovery transactions:

Recovery Date, Party Recovered From, Gross Recovered Amount.

View Case — Summary Tab — Figure 5 — Summary Tab

Claims

The Claims tab lists all medical claims associated with the case, along with a Diagnosis Summary that groups diagnosis codes for quick clinical review.

Claim Details Columns

Patient Name — The patient associated with the claim.
Claim Number — Unique identifier for the claim.
FDOS — First Date of Service — the start date of the service period covered by the claim.
LDOS — Last Date of Service — the end date of the service period covered by the claim.
Provider — The healthcare provider who submitted the claim.
DX Codes — ICD-10 diagnosis codes (Dx1, Dx2, Dx3) linked to the claim.
Procedure Codes — CPT procedure codes associated with the claim.
Paid Date — Date the benefit payment was issued.
Claim Amount — Total billed amount for the claim.
Benefit Amount — Amount paid by the health plan.
Client Fee Amount — Amount recovered or collected on the claim.
Conduent Fee Amount — Fee applied to the recovered amount per the applicable fee schedule.

Claim Snapshot

The right side of the tab includes a Claim Snapshot panel with summary boxes for Claim Amount, Benefit Amount, Net Recovered Amount, and Conduent Fee Amount.

Diagnosis Summary

On the right side of the Claims tab, the Diagnosis Summary section displays ICD diagnosis codes and their descriptions, helping you quickly identify the medical nature of the case.

View Case — Claims Tab — Figure 6 — Claims Tab

Activity

The Activity tab displays the full audit trail and case notes in two side-by-side panels.

Activity Panel

Activity Date — Date the action was recorded.
Activity Description — A description of the action taken (e.g., letter sent, settlement negotiated, case reopened).

Notes Panel

Description — Note type or note description.
Date — Date the note was recorded.
Text — Note text shown for the case.

View Case — Activity Tab — Figure 7 — Activity & Notes Tab

Documents

The Documents tab lists all document images attached to the case, such as medical records, police reports, and correspondence.

Date Added — Date the document was generated or received.
Documents Type — Document type shown for the image record.
Documents — Document identifier.

Tip: Click a document row to open or download the associated image file.

Questionnaire Milestones

Questionnaire Sequence — Sequence number for the questionnaire milestone.
Sent Date — Date the questionnaire was sent.
Response Received — Date a response was received.
Response Method — Method recorded for the questionnaire response.

View Case — Documents Tab — Figure 8 — Documents Tab

Step 6

Referrals

The Referrals page (accessible via the Referrals button in the navigation bar) lets you submit new subrogation referrals and review cases you have previously submitted.

Refer A Case Form (left panel)

Complete the form sections in order to submit a new referral:

Case Information

Client Name — Select the client from the dropdown. If your account is associated with a single client, this field is auto-selected and locked.
Date of Accident — Enter the accident date in MM/DD/YYYY format or use the calendar picker.

Member Information

Member First / Last Name — Full name of the insured member.
Member SSN — Social Security Number in ###-##-#### format.
Member ID — The member’s insurance ID number.

Patient Information

Check Patient is same as member to auto-populate patient name fields from the member fields above.
Otherwise, enter the Patient First / Last Name and Patient DOB.

Attachments

At least one file attachment with a document type is required.
You can attach up to three files per referral.
Accepted formats: .xls, .xlsx, .pdf, .doc, .docx, .ppt, .pptx, .csv, .txt.
For each attachment, select the Attachment Type (Medical Records, Insurance Card, Police Report, or Other).
If you need to attach more than three files, contact your Account Manager.

User Notes

Enter any free-text notes you wish to add to the case. These notes are attached to the referral record.

Submitting the form:

Complete all required fields: Client Name, Date of Accident, Member First and Last Name, at least one Member identifier, Patient First and Last Name, Patient DOB, and at least one attachment with a document type.
Click Submit. A confirmation banner appears at the top of the form if submission is successful.
Click Clear to reset all fields if you need to start over.
If there are validation errors, a red error panel lists every field that needs attention.

Referred Cases Table (right panel)

The right panel lists all referrals you have previously submitted, most recent first. The grid includes Conduent Case ID, Submitted By, Member Name, Member ID, Accident Date, and Date Referred.

Column	Description
Conduent Case ID	Unique case number for the referred case. Click the link to open the case.
Submitted By	User who submitted the referral.
Member Name	Name of the member associated with the referral.
Member ID	Member identification number submitted with the referral.
Accident Date	Date of the accident entered on the referral.
Date Referred	Date the referral was submitted to the system.

The table also includes page navigation controls and an items-per-page selector for browsing longer referral histories.

CaseLink User Training Guide