User Guide — Getting Help with Coordinator Core

athenaCoordinator Core

If you need help with the athenaCoordinator Portal or other athenaCoordinator-related issues, you can open a support case with athenahealth. When open a case, either online or by phone, your case is routed directly to athenaCoordinator support specialists who can assist you.

  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.

 

 

You must be logged in to open a case.

  1. Log in to the Coordinator Portal at athenaOne.athenahealth.com.
  2. On the Main Menu, click Support and then click Create Case or Call.
    The case classification page appears.

For help with HL7 or messages

  1. Click the Interfaces & Integration category.
    The Interfaces & Integration subcategories appear.
  2. Select one of these options:
    • Interface Mapping Request — Select this option if you need to remove a provider from an interface, if provider mappings are incorrect (for example, switched departments or new account number), or if results are routed incorrectly.
    • Interface Issue — Select this option if you suspect an interface is down or if messages cannot be located at all.
  3. Click Create Online Case.
    Note: If you selected Interface Issue, you can speak to a CSC agent by clicking Call us! instead of Create Online Case.
  4. If you selected Create Online Case, enter the information requested in the fields on the case creation page.
  5. Click Create Online Case.
    A case confirmation page appears with the case number.

For help with document issues

  1. Click the Clinicals category.
    The Clinicals subcategories appear.
    Note: Select the Clinicals option for document-related issues (for example, if you cannot locate a specific order, to learn whether an order was submitted via interface or fax, to learn about new facility locations or compendium updates).
  2. Click Clinical Documents/Inbox and then click Create Online Case.
    Note: To speak to a CSC agent, click Call us! instead of Create Online Case.
  3. If you selected Create Online Case, enter the information requested in the fields on the case creation page.
  4. Click Create Online Case.
    A case confirmation page appears with the case number.