Now Available!
We're thrilled to announce a more secure identity-proofing process and a smoother and more efficient support experience! Beginning on May 23, 2024, we'll introduce Support PINs for contacting our support team.
When you reach out to DrChrono's customer support, you will be required to provide a 4-digit numeric Personal Identification Number (PIN) for account identity verification purposes. Our support staff will use this PIN to confirm the identity of our customers who contact us for support via phone call, ticket, or email.
Stay tuned for further updates in our release notes and changelog announcements.
Why do I need a Support PIN?
We have introduced this requirement to comply with the Health Insurance Portability and Accountability Act (HIPAA), 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 a 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.
How do I find my Support PIN?
Locating and managing your Support PIN is a straightforward process. Upon signing up for DrChrono, a Support PIN will be automatically generated for you. To find it, navigate to the Account section and select Account Settings (or Staff Account Information if you are not a provider). In the Profile section, you'll find a field labeled Support PIN containing your 4-digit numeric PIN for account identity verification. To change your Support PIN, click 'Generate New PIN,' and a new one will be created for you.
To avoid any confusion, there is also a DrChrono App Unlock PIN. This is not your Support PIN; instead, this is used to unlock your iOS devices with the subtitle: 4-digit numeric PIN for unlocking the mobile EHR app from inactivity.
Provider Account View in Account Settings:
Staff Account View in Staff Account Information:
To view your Support PIN, click "View." You'll then be prompted to enter your password to view your PIN. After entering your password, select "Confirm" to view your Support PIN.
How do I use my Support PIN?
If you need to contact DrChrono's customer support via phone, email, or ticket, you will need to provide a 4-digit numeric Personal Identification Number (PIN) to verify your account identity. The support representative will ask for your PIN before helping you with your support request. Please be aware that once our support PIN is successfully validated, a new PIN will be generated in your Account Settings.
Users can view when their support PIN has been viewed, validated, and generated in the audit log.
