How to Get Help: Using Resources and Contacting Our Team

• Effective Communication for Support Requests
• Help Center
  • Example View
• Ask Our CEO!
  • Example View
• Chat
  • Example View
• Email
• Phone
• Practice Success Manager
  

In this article, you will find a wealth of valuable insights into SamaCare's support system, designed to guide you through the process of reaching out to our team with ease. We will delve into the most efficient methods of contacting SamaCare's support, ensuring that you receive the assistance you need in a timely and effective manner. By the end of this article, you'll be well-equipped to navigate our support channels and make the most of the resources available to you.

Effective Communication for Support Requests

Here are some helpful tips to ensure you get the best results when reaching out for support.

To ensure a prompt and helpful response, please include the following information in your general inquiry:

• A friendly greeting, as you'll be speaking with a real person.
• A clear and concise description of your inquiry.
• Any relevant details that might aid in researching your question.

For inquiries related to patients or authorizations, please include the following:

• Please include all the information outlined in the general inquiry section.
• The direct link to the Prior Authorization request. This helps protect patient information and ensures we are addressing the correct request.

For System Challenge inquiries, please provide the following:

• Please include all the information outlined in the general inquiry section.
  
• A screenshot of any error messages you’ve received.
• A detailed description of the steps you've taken to resolve the issue.
• If applicable, a step-by-step guide on how to reproduce the problem.
• The date and time you first noticed the issue.
• If relevant, the direct link to the Prior Authorization request. This helps protect patient information and ensures we are addressing the correct request.

Other Common Inquiries (Help Center Article linked to the issue):

• Form Missing
• Drug or J-Code Missing
• Insurance Payer Missing
• Add A New User
• Edit A User
• Reset A Password
• Add A Location
• Edit A Location

For more information on obtaining the direct link to your Prior Authorization, visit the article linked here.

Help Center

Our help center is a valuable resource for users seeking answers to their questions. The help center provides a user-friendly platform for self-service support. You can find the following information within the help center:

• Product usage: How to use features, troubleshoot common issues, and get the most out of the product.
• FAQ: Frequently asked questions and their answers.
• Video Tutorials: Step-by-step guides for completing tasks.
• Troubleshooting guides: Tips for resolving specific problems.

Ask Our CEO - This feature provides users with an on-demand mechanism to offer feedback or share ideas about our product. This capability enhances SamaCare’s understanding of what matters most to our users, allowing us to continuously align our services with your needs and priorities.

Search - Our search feature allows you to find articles by entering keywords or terms related to your search.

Knowledge Base -  This section provides a detailed overview of our available articles, organized for your convenience.

Example View

Ask Our CEO!

The "Ask Our CEO!" feature serves as a direct channel for you to provide feedback or share ideas regarding our product. This on-demand mechanism empowers you to voice your thoughts, fostering a collaborative environment that prioritizes your input.

Benefits of the "Ask Our CEO!" Feature

• Direct Line to Leadership: Submitting feedback allows you to communicate directly with our CEO, ensuring your ideas and concerns reach decision-makers.
• Enhance Your User Experience: By sharing what matters to you, you help us create a more tailored and satisfying experience that aligns with your preferences and priorities.

Submitting feedback via the "Ask Our CEO!" feature is an opportunity for you to actively participate in shaping the future of our product. Your insights and experiences are invaluable, and by sharing them, you help us create a better, more user-centric service. Join us in making a difference!

Example View

Chat

If you are unable to locate the information you need, we offer a convenient chat feature that allows you to connect with one of our customer support representatives for real-time assistance. The chat icon can be found in the bottom right corner.

Example View

Email

If your question requires some investigation or isn't time-sensitive, you can always email our support team at help@samacare.com. They're here to help!

Phone

We currently do not offer phone support, however we will be happy to assist you via chat or email.

Practice Success Manager

In certain cases, it's advisable to reach out directly to your dedicated Customer Success Manager (CSM). Here are some examples where your CSM can provide the most effective assistance:

Account Management Inquiries

• Expanding your practice
• In-depth product training requests
• Implementation assistance
• To provide insights into payer experiences
• New practice referrals
• Requests for Electronic Medical Record (EMR) integrations
• Inquiries about our Premium Services related to pharmaceuticals
• Requests for reports or practice data
• Discontinuing SamaCare services

We're here to guide you through your prior authorization quest!