We will occasionally receive the frantic phone call from a customer that can’t remember their account information and they need to install ElderSuite on an additional computer because their existing computer is having issues, been infected with viruses, etc. Or, they changed an important part of their account information while in ElderSuite and can’t get back in because they don’t recall what changes they made. There are other variations of the plea, but the common underlying theme is that there are 3 very important items which are required when setting up your ElderSuite Account on a new device. Those items are your Account Number, Account Username and Account Password. Unfortunately, if you do not have access or cannot recall this information, we cannot provide it to you because it is encrypted and not available even to us. However, we can reset credentials, but not without first going through a Identity Verification process.
Most do not understand why we can’t just give them their account information over the phone or reset the account information for them. Frequently, the conversation goes something like this: “You’ve known me for years and we have used ElderSuite for years. Please, make an exception just this once. We need this fixed and it has to be right now! We need/must/have to ________ ! <<< Fill in the blank with any of these >>> (bill/prepare for audit/get patient authorized/etc.).”
I completely understand the urgency of the matter. Unfortunately, there is nothing we can do to resolve the situation immediately. There is a process that must be completed and there are no exceptions. Imagine calling your bank and asking them to provide you with access to your online banking account, username or passwords because you forgot or lost the information. The result is it simply won’t happen. And, the same applies to ALL ElderSuite Accounts. We will not grant access to your account without verification.
If you view the Provider Information screen in ElderSuite and click the ElderSuite Account Settings tab you will see the image below:
We try our best to warn users about changing the above account information and explaining the consequences if changes are made. For example, before a user can edit this account information, they must agree to have read and understand the warning notice above by clicking the Confirm button. Unfortunately, the warning generally goes unheeded. Most think they won’t ever need this information or they think they will remember it when needed.
The complete warning notice is show below:
ANY CHANGES MADE TO YOUR ACCOUNT CREDENTIALS WILL IMMEDIATELY DEAUTHORIZE AND REVOKE ACCESS TO ELDERSUITE FROM ANY PREVIOUSLY AUTHORIZED, CONNECTED OR DISCONNECTED DEVICES.
YOUR ACCOUNT ACCESS CREDENTIALS ARE ENCRYPTED. WE CAN NOT PROVIDE ACCOUNT ACCESS CREDENTIALS TO YOU OR ANY ENTITY.
IF YOU HAVE LOST OR CAN NOT RECALL YOUR ACCOUNT ACCESS CREDENTIALS, THERE IS A VERIFICATION PROCEDURE THAT MUST BE COMPLETED BEFORE NEW CREDENTIALS CAN BE ISSUED. OUR VERIFICATION PROCEDURE IS ENFORCED BY A "ZERO-EXCEPTION" POLICY AND IS REQUIRED TO BE COMPLETED BY ALL PROVIDERS. THE VERIFICATION PROCEDURE TAKES 48-72 BUSINESS HOURS TO COMPLETE ONCE ALL DOCUMENTATION IS RECEIVED.
IF YOU DO NOT FEEL YOUR ACCOUNT HAS BEEN COMPROMISED, WE RECOMMEND YOU CHOOSE ONE OF THE FOLLOWING OPTIONS OF WHICH BOTH CAN BE ACCESSED VIA THE PROVIDER CENTER:
1.) MANAGE EMPLOYEES -- You can grant employee access to ElderSuite as well as assigning appropriate permissions to complete their job duties. You accomplish this by assigning unique user names and passwords to each employee you wish to grant access. You can manage employee's permissions within ElderSuite and allow access only to required assets thereby reducing your security risk. At any time, you can also completely revoke access.
2.) MANAGE DEVICE INSTALLATIONS -- You can individually manage which devices you have authorized to access ElderSuite. You can view each device by device component IDs, operating systems, domain, and operating system user profiles. You can view initial installation dates and times to show when authorization was granted. You can also view that last time a device(s) accessed your account. You have the ability in real-time temporarily or permanently suspend access to individual devices.
IN ORDER TO MAINTAIN HIPAA COMPLIANCE, WE ADHERE TO THE HIGHEST SECURITY STANDARDS. TO MEET THESE STANDARDS, ALL ACCOUNT ACCESS CREDENTIALS AS WELL AS YOUR CLIENTS' OR PATIENTS' MEDICAL RECORDS ARE ENCRYPTED BOTH AT REST AND DURING TRANSMISSION.
YOU CAN HELP MAINTAIN YOUR ACCOUNT SECURITY BY INSURING YOUR ACCOUNT ACCESS CREDENTIALS ARE SHARED ONLY WITH THE NECESSARY AGENTS OR ASSOCIATES.
IF YOU FEEL YOUR ACCOUNT OR ACCOUNT ACCESS CREDENTIALS HAVE BEEN COMPROMISED IN ANY WAY YOU MUST CONTACT MICROSOLUTIONS IMMEDIATELY BY PHONE, TOLL FREE, AT 1-888-999-8055. TO INSURE ACCOUNT SECURITY AND PREVENT FURTHER OR POSSIBLE DATA BREACH, WE CAN TEMORARILY SUSPEND ALL ACCESS TO YOUR ACCOUNT AND ASSIST YOU WITH UPDATING YOUR ACCOUNT ACCESS CREDENTIALS.
As previously mentioned, and as stated in the warning notice, we have a “ZERO-EXCEPTION” policy. To start the verification process, you must forward all verification documentation to MicroSolutions via one of the following methods:
E-mail to: support@eldersuite.com
Fax to: 1-888-999-8055
Postal:
MicroSolutions
P.O. Box 290635
Kerrville, Texas 78028
The required verification documents include:
- A Letter of Request printed on company letterhead requesting verification and account information to be reset. The letter must include the physical address and mailing address of the provider. The letter must include your current e-mail address. The letter must be printed on company letterhead, signed by an authorized representative, dated, and notarized by a Notary Public. We must receive the letter within 3 days of the date signed and notarized.
- A legible copy of a valid Photo ID for the representative that has signed the Letter of Request. Again, the Photo ID MUST be legible and valid. It cannot be expired.
- A copy of a current utility bill, (Phone bill, Water bill, Electricity bill), addressed to the Provider in the Letter of Request and is no more than 90 days old.
- A copy of Page 1 of a current bank statement addressed to the Provider in the Letter of Request and is no more than 90 days old. You may whiteout account numbers, balances, etc.
All verification documents must be received together, as one package, before the verification procedure will begin. As stated in the warning notice it can take 48-72 business hours to complete, but we will work to complete verification as quickly as possible.
We apologize for any inconvenience. However, as the warning notice explains, we must adhere to these security standards.
If you have any questions regarding the verification process, please let us know. You can reach us by phone, toll free, at +1 888-999-8055.
Thanks,
Vincent Cotton
MicroSolutions
Additional Support for ElderSuite is always available by phone toll-free at +1 888.999.8055
Visit ElderSuite: www.eldersuite.com
Visit ElderSuite Help Center: support.eldersuite.com
E-mail ElderSuite Support: support@eldersuite.com