Support Information

TierTek – Think of them as IT where any issues with connectivity, hardware (laptops, printers, and scanners), and software (non-medical accounts such Microsoft Office), and telephones.

·       You can open a ticket with them at support@proactive.md

·       Or call at 727.350.9201 (8A-5P EST)

Athena Issues – we ask that the clinical teams try to resolve workflow issues internally, with their COM, or training resources before reaching to the athena support team at the email below.

·       Unless it is a password reset issue, do not reach out to TierTek

·       Athena O-Help- can answer a lot of questions. On athena’s purple bar, click support and athena O-help. You can then do a search in the knowledge base.

·       Success Community- this a very valuable resource for finding answers to workflow or configuration questions. Access this from athena’s purple bar, support and then Success Community.

·       Create a Case- if you have an issue that your COM is not able to answer please reach out to the 24x7 support staff at Athena. From athena’s purple bar click support and then Create a Case or call. It will ask for the subject and more information, after choosing the category the issue falls under you can call Athena directly and be connected to a support agent, you can submit the case and will get a response within 24 hours or you can conduct an online chat with support.

·       Athena Support- Direct number to Athena support: 800-396-6815  PMD Table Space 23284

·       Internal Support- You can also send an email to our internal Athena support team by sending an email to athena@proactive.md

Platform Application Team – Other clinical/business applications such as PMD Patient Portal (ezAccess), Zoho, Hint, Proactive IQ, ASMeds, and Labcorp.

·       platformapps@proactivemd.zohodesk.com – other platform applications such as Hint, Patient Portal, Zoho, and PIQ

·       PMD Support Portal

  
Proactive Hub- Here you can find PMD updates and News, Clinical Resources and Employee Resources

PLEASE provide as much information as possible when requesting support.  See examples below of information that should be included in the ticket whenever possible.  Please be careful not to include PHI.

·       Description of the issue?  When did it start happening?

·       Who is this issue impacting (i.e., Provider, Clinical Staff, patient…)?

·       Health Center

·       PatientID

·       DocumentID

·       Steps to reproduce the issue

·       Screen-Shot showing the issue