HealthInfoNet’s Behavioral Health Information Technology Help Desk Users December 12, 2014 Dial: Enter access code #

Q & A During the Presentation: The call is muted to ensure good sound quality. We are using the ReadyTalk chat feature to facilitate questions during the presentation. Please send your questions to “All Panelists” or privately to the Chairperson. Q & A will follow the presentation You can continue to submit questions via chat Or you can press (*7 Unmute) (*6 MUTE) to ask a question. 22

Contacting HIN Determine Priority: –Priority 1: Emergency problems in production (live) environment that have no workarounds and directly impact daily operation of your facility (e.g. system is down, all user workstations are down) –Priority 2: Non-emergency problems (e.g. have workaround or are related to system application or implementation). These requests are only handled during regular business hours of 8:00 am to 4:30 pm (EST/EDT), Monday through Friday. 321

Contacting HIN (cont’d) Reaching HIN –CustomerCare: or call during regular business Information essential to resolving problems includes: –Name, Phone #, Organization, Location within Organization –User ID and Name –How does your facility connect to the portal –A detailed description and/or screen shot of the issue at hand –Support: For Priority 1 issues after regular business hours, please call On-Call Technical Support at and choose option three. 422

Passwords Password administration handled by sites Help Desk structure HIN CustomerCare Team is available for support Passwords must: –Be at least 8 characters long –Not the same as user ID –Include mix of upper and lower case letters, numbers, and special characters PLEASE NOTE: HIN has a new feature for users to reset their own password (see Resetting a Password: By User section) 532

Troubleshooting Supported Browsers: Internet Explorer 7, 8, 9, and 10 Internet Explorer 7 may need XMLHTTP Support enabled Compatibility View may need to be enabled 638

Troubleshooting (cont’d) Portal Page Doesn’t Load: Ensure computer being used is behind firewall and working properly Risk Scored Data “Error” messages: “Risk Scored Summary Data” and “Risk Scores Trends” are a subscription service 739

Troubleshooting (cont’d) Patient Record Issues: –Data Incorrect: HIN is not the legal record and only receives the data and presents it for viewing. Incorrect information must be corrected by the sending facility. –Documents “Missing:” Facility patient was seen at is not participating in HIN Documentation must have final signature before being sent to HIN PLEASE NOTE: You can go to the log on page of HIN and “Click here to see data captured in HealthInfoNet” 840

Contact Information Gemma Cannon Behavioral Health Program Coordinator Rob Cook HealthInfoNet Program Coordinator