HealthMetrics portal is down/unable to login due to unexpected downtime or scheduled system maintenance. What do I do?

If you're a HealthMetrics panel GP, dental and/or optical partner and if you're not able to log in to the HealthMetrics portal/system due to unexpected downtime or scheduled system maintenance. Here's what you should do when a HealthMetrics patient/customers walks-in to your panel.

1. Reach out to our HealthMetrics support team by either:
   • Calling our support line at 016-699 9464 (for Malaysian panels) 
   • WhatsApp message us at 016-247 6229 (for Malaysian panels) to further verify if the portal is experiencing system downtime/maintenance.
   • For Singapore panels, please call our support line at [phone]
     
     
2. Once system maintenance/downtime has been confirmed and if a HealthMetrics patient/customer walks into your panel, please politely ask/query if the patient/customer is covered under HealthMetrics. Even better, request the patient to verify by showing the patient/customer profile from the HealthMetrics mobile app to prove that he/she is covered under HealthMetrics, if accessible.
   
   
3. Once confirmed that patient/customer is covered under HealthMetrics, please proceed with the consultation/treatment first without further delay. 
   
   
4. Our Support team will be able to advise the patient/customer's available balance when you reach out to us however, you will still be unable to check-in & submit claim in the HealthMetrics portal/system when it's down. Hence once the portal/system is back up, our Support team will proactively reach out to you via call/email to proceed with patient/customer check-in and then claim submission.