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1 L `1111i"A Lim <br />EXHIIBIIT G: HELPD,ESK INFORMATION <br />mhin <br />L'i Telephone: (674) 968-1018 or (866) 268-3016 <br />E-mail: lielp@inh�in.com <br />• Monitored during regular business hours. <br />- Do not send detailed patient Information, <br />rA Power hart EHIR Message Center: <br />Mt41M1=V 14ni r]nSLr mailbox <br />MEMO= <br />Men- Fri: 7:30am-5:00pm ­­ !"1"'14111111111" <br />Emergency On -Call*: 5:00pm-7:30am <br />and all day on Saturday and Sunday <br />'EsUrvaled resolution time for an otr•caff issue <br />sir uh/ be provided wilffin, 50 minules of lire call. <br />V <br />Monitored during regular business hours at beginning, middle, ands end of day. <br />• Secure method for sending detailed patient Information. <br />2, <br />Fax: (574) 968-1020 <br />- Generally used for combines, user access forms, or supplemental documentation. <br />When: you call, a trusted MHIN Support Analyst will answer. <br />• Callers to provide full name, confirm contact information, and brief description of the issue, <br />• Analyst will gather detailed information ands attempt to resolve the Issue Immediately. <br />• Shadowing of a uiser's session may be required and will only be performed with permission. <br />• Most issues are resolved during the initial calf. Issues needing expert or specialized <br />attention are triaged for resolution. <br />• Althougih a cater may request a specific person, the Analyst is required to triage the call and <br />attempt to resolve the Issue. <br />-Occasionalll a caller maybe asked to hold while the Analyst finishes working with a <br />previous caller. <br />er. <br />- Rarely, the caller may reach daytime voicemail. If this occurs, an analyst will respond within <br />15-30 minutes. <br />• Cases are entered Into a Helpde:sk database and routinely monitored. <br />• Callers will be given the case number for issues not immediately resolved. <br />- Clients can provide the case number when requesting foltow-up on an open case, <br />MHIN Form #3013 Revised., 0810812014 Page 17 of 19 <br />