Intellect™
SUPPORT MENU OPTIONS
Open New Reference
The Open New Reference option allows you to contact Prime Clinical support personnel when problems arise.
1. To display the New Ticket screen in Intellect, go to Support --► Open New Reference:s
The New Ticket screen gives you an area to describe the problem you are having, as shown in the screen below.
2. Compose your message to PCS personnel, keeping these points in mind:
• If your problem is isolated to a specific insurance, carrier, or account, please include that information in your message.
• If your problem is a recurring one, please specify the previous reference number. This allows Prime Clinical support personnel to avoid repeating problem-solving actions that were previously taken.
• If you have multiple clinics, please include the number of the clinic having the problem.
• Although Prime Clinical has a callback number for your office on file, you should include a specific extension, department, or direct line if applicable.
• Your message does not need to include your Client Name and Client ID as that information is automatically pulled from the Operator Login. It is suggested that each operator should have his/her own unique password for security, accountability, and tracking.
• You are allowed up to 600 characters for your message.
3. Send your message to Prime Clinical, by clicking on the [Submit] button at the bottom of the screen. Clicking on [Submit] automatically sends your message to Prime Clinical, assigns it a reference number, and then emails the reference number back to you. Support personnel respond to your request based on the urgency of the problem and on a first-come-first-served basis. If you have a preference on how Support should contact you; i.e., calling vs. email, please include your preference in your message, otherwise, Support will contact you via telephone.
4. If you decide not to send your message, simply click on the X on the New Ticket tab at the top of the screen.
Note: If nothing is entered in the message field and the [Submit] button is clicked, a support request is still sent to Prime Clinical.