Intellect: Support Request
Every once in a while, electronics and software being what they are, problems arise. Prime Clinical support personnel are waiting to help you, but how do you contact them? You could exit from Intellect to send an email or look up the phone number to call, but a quicker way may be to simply use Intellect’s Open New Reference option to contact Prime Clinical. The Open New Reference option is accessed from Intellect’s Support main menu option, as shown below.
Clicking on the Open New Reference option gives you an area to describe the problem you are having, as shown in the screen below. When composing your message, keep the following 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 will allow 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.
To send your message to Prime Clinical, just click 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 will 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.
If you decide not to send your message, simply click on the X on the New Ticket tab at the top of the screen. Please note that if nothing is entered in the message field and the Submit button is clicked, a support request will still be sent to Prime Clinical.