Clinigence Helpdesk FAQ

These solutions describe how to get the most of out of the Clinigence helpdesk tool.

Using helpdesk tickets
Open a helpdesk ticket if you have a Clinigence product question, problem, or enhancement request.  For tracking purposes every request or issue should have...
Mon, 21 Jul, 2014 at 8:29 AM
How do I create a helpdesk ticket?
There are two methods you can use to create a Helpdesk ticket: 1) Email - this automatically creates a ticket in the Helpdesk and ...
Wed, 19 Aug, 2015 at 4:29 PM
How do I ensure that Protected Health Information (PHI) is secure?
Your ticket is stored in a HIPAA-compliant data center and Business Associate Agreements are in place for all parties involved.  Data is transmitted over an...
Mon, 21 Jul, 2014 at 8:29 AM
How do I request a helpdesk account?
Helpdesk accounts are available to Clinigence partners, Clinigence ACO organizations, and practices with whom Clinigence has a direct relationship. He...
Mon, 21 Jul, 2014 at 8:44 AM
Are my Clinigence helpdesk and product accounts the same account?
No.  Both accounts use your email address as your username but these are different systems and will have different passwords unless you keep them in sync.
Mon, 21 Jul, 2014 at 9:04 AM
How to Add a HelpDesk Ticket with Patient Information
If your issue requires patient information (PHI), you will need to enter that information directly in the ticket from the help desk. Do NOT send PHI in an u...
Wed, 6 Jun, 2018 at 11:32 AM
Validating Measure Numbers
When we assign a program to a practice, there are several steps that we perform to ensure the accuracy of the measure numbers. Step 1: Identity Mapping....
Tue, 4 Sep, 2018 at 8:07 PM
Troubleshooting Problems with Measures
During the Data Validation stage and whenever an issue with a measure or patient list is found, Clinigence support will need the assistance of the practice ...
Mon, 17 May, 2021 at 2:44 PM
Episode-based Measures in the Performance Dashboard
While most measures are written so that the scores represent a percentage of patients, in certain measures the denominator and numerator represent a count o...
Thu, 12 Apr, 2018 at 1:18 PM