Customer Care and Support

The information on this page is for current participants and authorized users of Contexture’s health information exchange (HIE) in Arizona and Colorado.  

We’re here to help you navigate the common questions and issues related to utilizing the HIE. You may also access the Contexture Help Desk to submit tickets. If you don’t have login credentials for the Contexture Help Desk you will need to request access by referring to the resource guides below.

 

HIE Participants

Arizona – HIE 3.0 Portal

If you’re facing issues accessing the HIE 3.0 portal, rest assured that you’ve arrived at the right destination! Our team is ready to help.

For immediate assistance, we’ve created step-by-step guides that address common challenges. Please click on the links below for support.

Resource Guides:

Important Note: Please log into the HIE 3.0 Portal at least once every 90 days to avoid a required password reset. To reset your password, please follow the online prompts on the HIE 3.0 portal login. 

Colorado – PatientCare 360

If you’re facing issues accessing the PatientCare 360 portal, you’ve arrived at the right destination! Our team is ready to help.

For immediate assistance, we’ve created a step-by-step guide that addresses common challenges. Please click on the link below for support.

Resource Guides:

Important Note: Please log into the PatientCare 360 Portal at least once every 180 days to avoid your account being locked. To unlock or reset your password, contact us at helpdesk@contexture.org. 

The Contexture Help Desk is tailor-made to support you. This resource enables clear communication between us and your team regarding support tickets, ensuring timely resolution and allowing your organizational operations to proceed without interruption.

Resource Guides:

Contact our Contexture Help Desk team at 844-279-7120 or email helpdesk@contexture.org.

Data Routing Into Your EHR

Many of our HIE participants are receiving data automatically into their electronic health record system. If you believe that you’re not receiving information as expected, contact your designated account manager or sales representative.

Product Training

We provide training on using our HIE tools, including one-on-one training for new participants or any participants who need a refresher or additional training for new staff members. For new participants, training is part of your project implementation. If you need refresher training or need to train new staff members, contact your Contexture representative or account manager. For larger organizations, we have a “train the trainer” format where one designee at the organization is thoroughly trained and can then train others. To access your product training, visit the Colorado HIE participant onboarding page or the Arizona HIE participant onboarding page.

Patient Rights Process

Patients have the right to opt out of having their information viewable in the Arizona or Colorado HIE. Similarly, patients have the right to opt back in to the HIE if they have previously opted out. Please refer to training materials provided for detailed information on how to process an opt-out or opt-in request. Or visit the Colorado HIE participant onboarding page or the Arizona HIE participant onboarding page. Contexture provides all participating healthcare providers with opt-out and opt-in forms. Please note that forms must be filled out completely in order to be processed.

Patient Education for HIE

We offer patient education pamphlets that describe HIE and Contexture. To access these materials, visit the Colorado HIE participant onboarding page or the Arizona HIE participant onboarding page.