User Guide — Getting Help with Coordinator Core

1. Call 1-800-868-1792.
2. Tell the agent you're blocked from your account and provide your practice ID and your individual username. The agent can then reset your password very quickly.

Note: Users who do not log in at least once during a 60-day time frame are blocked automatically.

1. On the Main Menu, click Support > Success Community > Contact Client Support Center.
   
2. Complete the following fields:
   Important: Provide as much detail as possible, but do not enter protected health information (PHI), such as patient name or diagnosis.
1. Enter the Practice or Practice ID you need help with (required) — Start typing and select from the options that populate.
2. Add a Subject for your case (required) — We use the details you provide here to suggest related knowledge resources and case topics for your request. This can be short and precise.
3. Enter a detailed description of what you need help with today (required) — To ensure we capture enough information about your request, we recommend providing as much detail as possible. As you write your description, the Detail Strength indicator fills up and prompts you to provide more details.
4. Is this request a patient safety concern (optional) — If your request is a patient safety concern, turn on the toggle and describe how this request affects patient safety.
3. Click Next.

4. Review resources: Based on the details you provided, we'll show you resources that may help you self-serve. We recommend reviewing the related knowledge articles.

5. Finish and submit: Provide any relevant athenaOne example IDs and answer any additional questions related to your case. Supplying these extra details will help our support team begin working on your request more effectively.

   1. Example ID — Enter the athenaOne record ID number such as patient ID, claim numbers, document numbers. If you have multiple examples to provide, click Add More Records. Note: Please do not your enter your practice ID in this field.

   2. Example Type— Select the athenaOne record type from the menu.

   3. Description — Enter a description.

6. To add attachments to your case, click Add Attachments.

7. Create the support case.

   • Click Create Online Case, Chat, or Call Us, depending on the options available. A notification appears confirming that you successfully created a case.

   • After selecting a support option, you're redirected to the Case Details page, which shows the case's status, attachments, collaborators, and description. You can also upload files or add comments about the case on this page.

   • If you click Call Us, a window appears on the Case Details page with contact details. Call the toll-free number provided and enter your case number. Note: If you need to call back on an existing case, please go to Support > Success Community > Manage Cases. Then, click on a specific case number and call the 800 number on the left side of the case.