Denticon’s support protocol is intended to protect the dental office user, the dental office organization, and all patient records through strict HIPAA compliance.
The Denticon Support team immensely respects the dental office user’s time and daily activities. Our team fully understands the available time restrictions that may be convenient for our team to assist with an inquiry.
Because of a dental user’s and organization’s time restrictions, the Denticon Support team greatly appreciates tickets which provide all necessary specific details which help our team effectively and efficiently help your team better. Specific details include, but are not limited to:
- Utilizing the User’s unique name-identifiable User login/password, the User requesting assistance accessing the Help Portal Ticket system so that the Denticon team is assured to reach out to the correct appropriate user
- Phone number, including phone extension, for a potential return phone call from the Denticon Support Level 1 team
- In the Summary field, a short few words to quickly state the summarization of the concern
- Office (location) name in which the concern is applicable
- If the concern is a patient-based concern, the patient’s name and patient ID
- If the concern is a Responsible Party-based concern, the Responsible Party’s name and Responsible Party ID
- In the Details field, a more descriptive explanation of the concern
- Describe everything of concern
- No detail is too small
- Using the “Attach a File” link, provide screenshot(s) which “tell the entire story”
- In the Type field:
- indicate if a question such as “I don’t remember…” or “I can’t locate…” by using the “Question” option
- indicate if a problem such as bug in the program by using the “Problem” option
- indicate if a DPS concern about DPS’ fee schedule entry, or DPS insurance verification by using the “DPS (Denticon Practice Services) option
- indicate if an imaging concern about x-ray bridge by using the “Imaging” option
- indicate if a concern about the dental organization’s monthly billing fees and/or credit card charges by using the “Billing” option
- When applicable, indicate if Denticon’s Secondary Support team may login to investigate
Denticon’s Level 1 support team does not have access to log into an account. Denticon’s security protocol prohibits Level 1 support team members from having an ability to login to an account.
Denticon’s Level 1 team's responsibility is to work with the dental organization in order to gather missing or incomplete Ticket information. We rely on the dental organization to help us assist most expeditiously, whether it be from the dental office user inputting all the necessary written information as well as providing screenshots which "tell the entire story of concern," or whether it be our Level 1 team reaching out to the dental office user to gather specifics.
Denticon’s Level 1 team must gather all the pertinent information in order to determine if they're able to assist the dental office user with the inquiry, or if the ticket should need to be submitted to our Secondary Support team. Because only a very small group of the entire Denticon organization are allowed to login in as a Secondary Support access, the ticket field indicates only "Yes, secondary support may log in". Denticon greatly restricts the amount of Secondary Support team members in order to maintain strict HIPAA compliance.