When you contact the DrChrono Support team, you must provide the four-digit Support PIN to verify your account identity. A Support PIN is automatically generated when you sign up for DrChrono. To learn why you must use the Support PIN, see Why do I need the Support PIN?.
Where is my Support PIN?
Do one of the following:
- If you are a provider, select Account > Provider Settings.
- If you are a staff member, select Account > Staff Account Information.
In Account Settings, the Support PIN is on the Profile tab.
Do not confuse the DrChrono App Unlock PIN with the Support PIN. You use the DrChrono App Unlock PIN to unlock your iOS devices.
View your Support PIN
- Select View.
The Enter Your Password window opens.
- Enter your DrChrono password and then select Confirm.
The four-digit PIN appears in the Support PIN field.
Generate a new Support PIN
To change your Support PIN, do one of the following:
- If you are a provider, in Account Settings, select Generate New PIN and then select Update Entire Profile.
- If you are a staff member, in Staff Account Information, select Generate New PIN and then select Save staff account.
How do I use my Support PIN?
When contacting DrChrono's Support team by phone, email, or support case, a Support representative asks for your Support PIN to verify your account identity before helping you with your support request. Once your Support PIN is successfully validated, a new Support PIN is generated in Account Settings (for providers) and Staff Account Information (for staff members).
You can view when your Support PIN has been viewed, validated, and generated in the Audit Log (Clinical > Audit Log).
Why do I need the Support PIN?
We introduced the Support PIN to comply with the Security Risk Analysis (SRA) requirement of the Health Insurance Portability and Accountability Act (HIPAA). CMS also requires an SRA for the Merit-based Incentive Payment System (MIPS), which mandates the implementation of a mechanism to validate the identity of anyone given access to protected health information (PHI). This ensures that only authorized individuals can view this sensitive information.
Using the Support PIN is more secure than other identity validation methods, such as security questions that malicious actors can easily obtain through social media and other public sources. It enables us to confirm that the person requesting support is indeed who they claim to be and that they have the necessary authorization to access the account and the associated PHI (and potentially represent the account owner) regarding the requested support.