Instructions for using Eastpointe s Electronic Systems (Waiver Version)

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1 Instructions for using Eastpointe s Electronic Systems (Waiver Version) Updated 11/05/2012 Instruction Manual on the MCO and Service Provider Electronic System Processes Eastpointe - 1 -

2 Contents ProviderConnect Connectivity Requirements... 3 Getting to the Eastpointe ProviderConnect Website... 4 Main Menu Options... 9 Change Your Password At Any Time Working with a Consumer Already Enrolled With Your Agency Enrolling a Medicaid Member into ProviderConnect After you click the Add New Client/Client Search option enter the members Medicaid ID number and click on the search button Once you click on Create Admission you will need to fill out all the appropriate information for the member so that an MCO/LME number can be assigned to the member and you can begin requesting services for him/her Once all the admission/enrollment information is entered into the system make sure to click the red save button at the bottom of the form. This process enrolls the member into your ProviderConnect system and gives the member an MCO number You can now go to Look up client option and find the member by searching for him/her by name Navigating the Client Profile Screen Demographic Requesting and Receiving Authorization of Services for Members Creating an Authorization for a Member Attaching Supporting Clinical Documentation (Files) to Authorizations Entering Coordination of Benefits Data Providers are responsible for adding and maintaining all primary insurance payers in the ProviderConnect system for members. All claims will be edited and checked to ensure that billing from primary insurance payers is complete prior to billing Medicaid or IPRS. Failure to document this information will result in payback of funds to the MCO To enter the Coordination of Benefits information into the system click on the Financial Eligibility option on the member s navigation bar Click on the blue link under the section called Cross-Episode Financial Eligibility Billing for Services through ProviderConnect ProviderConnect Billing Process LME Contacts for Support Establishing a Consumers Target Population Category for IPRS/State Funded Consumers Eastpointe Website Eastpointe Website CALCIUM Electronic Appointment Scheduling System Secure Instructions Eastpointe - 2 -

3 ProviderConnect Connectivity Requirements The ProviderConnect system is a web-based system that requires an Internet connection. Although it is not required, a high speed connection is preferable. Internet Explorer 5.5 or greater is required to run the site. Each user is required to have a user id and password before using the Eastpointe ProviderConnect system. Passwords will only be given to trained users. You can request passwords from the LME by e- mailing Contact and phone numbers are at the end of this document. Passwords for the ProviderConnect system will expire every 90 days. Please make sure to reset your password when the system prompts you to do so. If you get locked out of the system you will need to to get your password reset. Eastpointe - 3 -

4 Getting to the Eastpointe ProviderConnect Website Website Address: Below is the main home page of ProviderConnect. Logging in to the system Enter your unique username and password given to you by your Security Representative for our agency. o Once your agency is contracted with Eastpointe the agency is asked to provider a Security Representative that will be responsible for managing accounts for your agency. Please contact the security rep at your agency to obtain access to the ProviderConnect System. This user id and password will be assigned by the Management Information System Department at Eastpointe. If you are unsure who your security representative is please contact o Please review the trainings on our website on how to use ProviderConnect before requesting a user id and password. Trainings can be located at: click on For Providers, and then click on Meeting/Training Documents/Choose system trainings in the drop down. Download and view the training. Press the Login button. Eastpointe - 4 -

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6 If you are logging in for the first time into the system you will be prompted to immediately change your password. Please make sure that you change it as shown in the screen below. Eastpointe - 6 -

7 Notes: Your password is case sensitive. Make sure you enter your password exactly in the format it was created. If you incorrectly enter your username and password 3 times, the system will lock your user account. After 15 minutes, you may attempt to log in again. If your password expires please to have it reset. Your password will expire every 90 days. Please make sure to create a new password when the system prompts you to change it to avoid being locked out of the system. Security Page The security screen provides information on HIPAA confidentiality and security. Please abide by the rules of HIPAA and make sure that you DO NOT share your password with anyone. If you feel that there is a breach in your account please contact immediately to have it reset. Click on Continue to pass through the security statement. Eastpointe - 7 -

8 News Screen The News Screen is very important. It will document all updates that you will need to know about ProviderConnect or changes in system processes. We will document any maintenance or down time in this area so that you will be aware of times when the system will not be available for use. Click on Skip to Main Menu to move to the next screen. Eastpointe - 8 -

9 Main Menu Options Navigating the Main Menu This screen is the main menu. From this screen you can do several things. Add New Client/Client Search this option will allow you to search to see if a member is Medicaid eligible. If the person is not currently active with the MCO you will be allowed to enroll the member into the MCO. Look up client this allows you to search for a client that has been assigned to you in the system and already has an MCO record number. Change password this allows you to change your password. If you feel that there may be a security threat you should always change your password. Billing this option will allow you to bill for all the services you have entered through ProviderConnect. o Note: only 1 person in your agency needs to be responsible for using this option. News this option takes you back to the news page. Reports this option will allow you to pull specific types of reports. Logout/Exit logs you out of the system when you are done. Eastpointe - 9 -

10 Change Your Password At Any Time If you need to change your password at anytime you can click on Change Password from the main menu. You will see the following screen. The screen will ask you to enter your old password and then enter your new one. You will need to enter your new password twice for system verification. ProviderConnect requires users to change their password every 90 days. Users may change their password at any time. Passwords are case sensitive, so when creating a new password carefully note how you are entering it into the system. Eastpointe

11 Working with a Consumer Already Enrolled With Your Agency Look Up Client Option In order to work with a member that is already active with your agency you would use this option. You will be able to pull up the member by the MCO Member ID number or you can search by Social Security Number, Name, or Date of Birth and then click the search by criteria button. To see all members that are available under your agency you can just click the search by criteria button without entering any data elements at the search screen. You can then see an alphabetical list of members and can choose the one you want from the list. Choose Lookup Client at the main menu to get to this screen. You may enter the consumer s LME consumer record number or you may look the consumer up by name. If you want to view all the consumers you can just click on Search by Criteria. The system will then give you a list of all the consumers for your agency. You can click on the LME record number to pull up the consumers profile screen. Eastpointe

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13 Enrolling a Medicaid Member into ProviderConnect In order to enroll a Medicaid member within your agency in ProviderConnect you will click on the option called Add New Client/Client Search option on the main menu. Eastpointe

14 After you click the Add New Client/Client Search option enter the members Medicaid ID number and click on the search button. If the Medicaid member is currently within the Eastpointe catchment area, has active Medicaid and has a Medicaid Aid Category acceptable for the MCO to process then the system will show the member and give you the option to create the admission record so that the enrollment process can begin. If the client is not currently admitted the system will allow you to click on the button called Create Admission Once you click on Create Admission you will need to fill out all the appropriate information for the member so that an MCO/LME number can be assigned to the member and you can begin requesting services for him/her. *Note: the system will populate as much of the demographic information on the member as possible based on the Medicaid member eligibility data. Make sure to fill out the rest of the required fields that are in red in order to file the entire enrollment record. If the client is already admitted then you can choose the client id number and move forward. Eastpointe

15 Once all the admission/enrollment information is entered into the system make sure to click the red save button at the bottom of the form. This process enrolls the member into your ProviderConnect system and gives the member an MCO number. You can now go to Look up client option and find the member by searching for him/her by name. Eastpointe

16 If a member is already enrolled and active your agency when you enter the Medicaid ID number in the Add New Client/Client Search option you will see the system populate as listed below. Just choose the MCO number beside the member name and you will be able to work with the member. Eastpointe

17 Reviewing the Status of Authorizations An authorization request can have one of six different status options. 1 Approve UM has approved your authorization. Please check the start and end dates and the units of your authorization to ensure proper billing. 2 Pend UM has pended your request and is waiting on the provider to submit more information to the care manager to review. Please check the comments section of the authorization for further clarification. 3 Deny UM has denied your request. Review comments section for reasons why the authorization was denied. 4 Unable to process this means that the authorization was received with missing required information and cannot be processed. 5 Waiting for Review this means that the LME has not reviewed the authorization yet. 6 Void this means that there was an error with the authorization and it has been voided. The LME Care Manager will always respond to the provider using the comments section listed at the end of the TAR. Providers should read these notes carefully for further clarification of the request. Any authorization that has been denied or reduced will have a letter attached to the authorization indicating the decision and noting appeal rights for the member/guardian. Eastpointe

18 Navigating the Client Profile Screen On the left side of the client profile screen you will see several options. The profile screen automatically defaults you to the demographic page when you pull up the consumer for the first time. Demographic Eastpointe

19 Requesting and Receiving Authorization of Services for Members Treatment Authorization Requests (TAR) Menu The Treatment Authorization Requests menu contains a list of all authorizations currently in place for the client or authorizations waiting to be approved for the client. This screen also allows you to request a new TAR by selecting the red button labeled Add Treatment Authorization Request. The status of the authorization will show in the column labeled Request status. If you would like to review or print an authorization you should click the word Request Type. This will take you to the detail authorization screen and allow you to view the documentation on the authorization. You can print the authorization by selecting print under your file menu. Eastpointe

20 Sample Authorization Eastpointe

21 Creating an Authorization for a Member To enter authorization requests for members into the system choose the Treatment Authorization Requests from the navigation menu. Click on the red button labeled Add Treatment Authorization Request Fill out all the necessary information for the request. All red fields or have stars denoted in red are required fields and have to be filled out before the authorization can be saved in the system. At the end of the request make sure to click on the Save button in order for the request to be processed by the MCO. After the TAR is saved it will show up on the display with a status labeled as waiting for review. You must upload all documentation to the request that will prove medical necessity for the services that are being requested. o **Note: go to section in this manual labeled Attaching Files in ProviderConnect for instructions on how to attach files. Eastpointe

22 Attaching Supporting Clinical Documentation (Files) to Authorizations When you request an authorization through ProviderConnect you will then be required to attach appropriate clinical documentation to show/prove medical necessity. To attach documents to an authorization do the following: At the Treatment Authorization Requests screen click on View/Add New beside the authorization that you need to attach your documents to. Click here to add documents to your authorization request Eastpointe

23 At the next screen click on the button labeled Browse Click here to look for file to attach Eastpointe

24 Find the file you are attaching on your computer in the choose file screen and then click open. Eastpointe

25 The file path and name should default in for you. Make sure to choose the Type of Document you are uploading. When you see the path and filename in the box click Attach New Files. You can go back and use this same process to attach more files if necessary to the same authorization. Information defaults in here. Eastpointe

26 After the file(s) are attached you will be able to see a disk show up beside the authorization. This lets you know that the files are attached. Disk icon shows attachments Eastpointe

27 Entering Coordination of Benefits Data (Other Insurance Information) Providers are responsible for adding and maintaining all primary insurance payers in the ProviderConnect system for members. All claims will be edited and checked to ensure that billing from primary insurance payers is complete prior to billing Medicaid or IPRS. Failure to document this information will result in payback of funds to the MCO. To enter the Coordination of Benefits information into the system click on the Financial Eligibility option on the member s navigation bar. Click on the blue link under the section called Cross-Episode Financial Eligibility Eastpointe

28 Under Guarantors choose the correct financial payer source. If you do not see the name of the payer source choose other third party health plan Click on Add Guarantor Eastpointe

29 Fill out all the information in the form that you have available. All items in red are required and you will not be able to file without the information. Eastpointe

30 Click Save at bottom of form. Once saved you will then see the primary payer stored on the screen. Eastpointe

31 Choose the up arrow beside the payer you entered in order to make it first in the list. Eastpointe

32 Click on Submit Eastpointe

33 Billing for Services through ProviderConnect Billing can be done in two ways through Eastpointe: Option 1: Through an 837P or 837I format. For more information on getting setup for EDI transaction processing please go to the following link: Option 2: Through the ProviderConnect system (the instructions below are for ProviderConnect billing Click on the Treatment link. You will see a history of the treatment that has been entered for this consumer. To add treatment for a consumer, the provider should click on the Add New Treatment Service button at the top of the Treatment page. Eastpointe

34 Choose the code you are billing from the drop-down box. o Note: if you are billing for a pass thru service that does not require an authorization you should see that service in the drop down. There will not be an authorization number associated with the service. Enter the correct clinician/agency that rendered the service. You will need to select the appropriate clinician name based on the type of service being billed. Enter the units that you are billing. o Note: make sure you enter the correct units based on the type of code that you are billing. Example: if a code is a 15 minute code and you provided 60 minutes then you would enter 4 units. Enter the date of service. This can be added as a single date, date range or you can click on calendar and select multiple days. Click Set Treatment Date button to continue. Eastpointe

35 On the following page you will need to enter the duration in minutes that was done for that particular service and the place of service in the location field in which that service was actually provided. Enter the primary and secondary diagnosis that will be billed on the claim. Under Private pay amount you would enter the amount of money that was collected on this service from the consumer, if any. Under button labeled Add Additional Payer records you would enter the amount paid by any third party insurance. Enter the actual billed amount (this is the amount that you are actually billing the MCO). Click on Add Treatment to save your service into the system. Eastpointe

36 Once the unit of treatment or unit of service has been added/saved to ProviderConnect, it will appear in the Treatment History on the Treatment page. Until the unit is billed by the provider; the unit of treatment may be edited or deleted by clicking on the blue Edit or blue Delete Above link under the unit of treatment. Once the unit is billed by the provider; the unit of treatment is no longer editable and also cannot be deleted. If the unit of treatment is billed by the provider, the Bill Date column will contain the date on which the unit of treatment was placed on a bill to be sent to MSO. Much like authorizations, the Billing Status column will say Not Reviewed until MSO determines to pay or deny payment of the unit of treatment. The Expected Disbursement column will remain blank until the LME has approved payment for the services. Eastpointe

37 ProviderConnect Billing Process Step 1: Go to the Billing section in ProviderConnect Once you enter the services into the treatment screen for all your consumers the services are saved but are not submitted to the LME. In order to submit the services to the LME you will go back to the main menu and click on the Billing option. *Note: You should not bill services daily. You should bill weekly or monthly. This will make the process for billing much easier for your agency and for Eastpointe. Eastpointe

38 Step 2: Generate the Bill Click on the Generate New Bill button under the Bill Generation heading. This button will pull all services that have been added to the system on the Treatment page that have not been associated with a bill. Step 3: Select a Bill Status Eastpointe

39 Option 1: Cancel/Delete Bill After generating the bill and the provider decides they need to remove the bill, the provider can click on the Cancel/Delete Bill button and the services listed on the newly generated bill will remain in an unbilled state. Option 2: Save, But Not Submit Save, But Not Submit allows the provider to place the bill in a holding status. They have not yet submitted the bill to be a part of the batch process that sends the services to MSO for payment. If the provider selects this option, they can view the bill at a later time by clicking the link in the Unsubmitted Bills list. Treatment services associated with bills in the state of Save but Not Submit cannot be re-billed. The provider must choose to Cancel/Delete the bill for the units to be re-billed or continue to submit the bill. Option 3: View Bill Summary View Bill Summary is the next step to submit the bill. The provider will be shown a summary of what is being submitted to MSO for payment. If they decide to not submit the bill, the provider can select the Edit Bill option, which will take them back to the previous page. In order to finalize the submission of the bill, the provider must choose the Submit Bill option. o Note: Billing should be sent to the LME weekly. Daily processing is not accepted. Eastpointe

40 Step 4: Adjudication of Bills Once the provider has submitted a bill, the bill will appear on the list of Submitted Bills and the billed treatment data is put in the queue to be sent to the LME for adjudication. Once the bill has been adjudicated; the status of each service (paid or denied) will be displayed on the Billing page and in the client's Treatment record. Un-submitted Bills Section If you save but not submit bills the bill will show up under the Un-submitted Bills section. Please make sure to keep this section checked. If there is billing under this section it means that the billing was not submitted to the LME and is waiting for the provider to submit it. To submit the un-submitted bills you should click on the blue link under the column called Submission Date. You will then be able to go through the process of submitting the bills to the LME. Eastpointe

41 LME Contacts for Support ProviderConnect Issues/Questions ProviderConnect Password Issues/Computer Technical Support Medicaid and IPRS Authorization Questions Customer Services Option 2 General Billing Questions/Payments Option 4 ask for Claims Department Eastpointe

42 Establishing a Consumers Target Population Category for IPRS/State Funded Consumers Before any state funded consumer can receive any paid services, the Division of MH/DD/SA Services requires that a Target Population Category is established for that consumer. This category determines which disability category in which the person falls and also helps determine funding for that consumers service. The Target Population is required to come in on the consumers Admission Assessment through the ProviderConnect system. To determine which category the person falls into you have to utilize the Divisions category listings as well as determine if the service array and the diagnosis for that consumer will be covered under that category. To access this determination information go to the following website: Eastpointe

43 Step 1: On the left hand side of the website you should click on the Target Population drop down list print all the MH/DD/SA population group lists. Step 2: On the left hand side of the website you should click on the Diagnosis/Target Population Crosswalk and then print Step 3: On the right hand side of the website you should click on the Service Array link and then print. Step 4: Read each population category and determine which category is right for your consumer. Step 5: After determining the population category review the Service Array and the Diagnosis documents to ensure that the client s diagnosis and the services that you will be providing are covered under that pop. **Note: if the diagnosis and/or services are not covered under the consumers target population category the service will be denied and the provider will not be paid for that service. Eastpointe

44 Eastpointe Website The Eastpointe website is the tool in which Eastpointe will communicate with its provider network. Any important state or LME related updates or changes will be added to the Eastpointe website. Please make sure to review the Eastpointe website frequently so that you are up to date with processes. Website address is: Important Items on the website are: Home page This page contains the LME 24/7 Access to Care Phone numbers as well as the Walk In Crisis Clinics in each county. Announcements this item is updated frequently and is the sole communication method used by Eastpointe to communicate to its provider network. Training Calendar Eastpointe publishes all trainings (internal and external) via the training calendar. In order to attend trainings you must utilize this calendar to sign up/register. About Us Access to Care brochures can be printed Needs Assessment information for our catchment area Board of Directors and contact information How to Contact LME staff For Consumers News/announcements that relate to consumers Automated Complaint/Concern process Access to Care brochures Community Resources Directory Consumer Newsletters Consumer Rights Information Provider Choice Database IPRS Benefit Service Package For Provider Community Becoming a Provider with Eastpointe News/announcements that relate to providers Suggestion Box Provider Choice Database Community Resources Directory IPRS Benefit Service Package Eastpointe Policies and Procedures Web-Submission Forms Forms NC-TOPPS Information Important links: DMA, DMH, DFS, State IPRS Website, Eastpointe Secure System, ProviderConnect, Calcium Medicaid UR Documentation Eastpointe

45 CALCIUM Electronic Appointment Scheduling System Eastpointe supplies providers with a free appointment scheduling system to allow them to block out times for Eastpointe to send referrals to their agency. When consumers are given choice of providers during the Screening, Triage and Referral process the LME clinician will access the Calcium system to determine first available appointment with the consumer s provider of choice and will utilize that system to schedule the appointment. Instructions for using the Calcium system are below. Step 1: Login to your agency s provider calendar by going to the Internet and typing the following URL: Step 2: Click the word Login and then type in the username and password given to you by Eastpointe and then click login. Step 3: Provider Calendar will be shown. Choose the month by clicking the link at the top of the page. Choose the day by clicking the number of the day. This will allow you to block appointments for your agency. (Also known as events in this system). **Note: if your agency has more than 1 site you will see each calendar for those sites and you would click on the site name that you wish to review. Step 4: Choose the time of the appointment. Remember to choose am or pm. **Note: if you want more than 1 appointment blocked for 1 day please enter each appointment separate so that Eastpointe can see each appointment time available at your agency. **Note: the text field will automatically contain the word BLOCKED. Do not change this word. This will allow Eastpointe to search to find appointments open for your agency. Step 5: Choose the payer sources that your agency will accept for this particular appointment time. If you need to choose more than 1 hold down your CTRL button and click on each payer. Step 6: Choose the age/disability category(ies) that your agency will accept during this appointment. If you need to choose more than 1 hold down your CTRL button and click on each age/disability. Step 7: Choose the county in which the services for this consumer will be provided. **Note: this helps the STR department locate a provider that is closest to the consumer. Step 8: Choose the appropriate response so that STR will know if a doctor will be available during that appointment time. Step 9: Choose the service(s) that can be provided for this appointment. If you need to choose more than 1 hold down your CTRL button and click on each service that can be provided. Step 10: Please let the LME know which type of codes to authorize for the initial package. If you have providers that cannot bill CPT codes then you should choose H Codes only. If you have providers that bill only CPT codes then you should choose CPT codes only. If you have both types of providers in your agency and you are not sure which type of staff will be seeing the consumer choose Both H and CPT Codes. Eastpointe

46 Step 11: Enter the address of the person at your agency who should receive the STR Referral Form from the LME. Step 12: (OPTIONAL) Recurring Appointments You can create recurring appointments so that you don t have to enter each appointment one at a time. Click show beside Repeat Information. This will allow you to set up recurring appointments automatically without having to rekey each one separately. When you are finished entering the information for the appointment (event) click on Create Event. This will save the appointment in the system. Step 13: When you are finished working with the calendar make sure to logout. (See the link at the bottom of the screen). Changing Your Password Make sure that once you are given your user id and password by Eastpointe that you change your password. This is very important for security purposes. Once you login to your calendar go to the link called home at the bottom of the calendar. Click User Options and then put in the password given to you by Eastpointe and then enter your new password. Enter it again to confirm and then click Change Password. Eastpointe Scheduling Eastpointe Access/STR department will screen all consumers and provide them with provider choice. Once a provider is chosen, Eastpointe will find the appropriate BLOCKED time and will change the name of the appointment from BLOCKED to the client s LME record number. THIS WILL BE THE WAY THAT YOUR AGENCY WILL KNOW THAT AN APPOINTMENT HAS BEEN SCHEDULED. Access will continue to (securely) the Screening Referral Form to the provider so they will know the consumer will be coming for the appointment. NOTE: APPOINTMENTS CAN ONLY BE SCHEUDLED WITH PROVIDERS WHO HAVE SUPPLIED BLOCKED TIMES FOR SCHEDULING. Appointment Notification You will know that a consumer has been added to your calendar when the provider s contact person receives the STR Referral Form via . Follow Up It is extremely important AND REQUIRED for providers to follow up with clients who NO SHOW for their appointments. Please make sure to log back into the calendar and document the consumers that do not show up for their appointments by clicking on the follow up link within the appointment. Once you submit this data it will securely send the data to the LME. Eastpointe

47 Secure Instructions In order to send and receive protected health information (PHI) on consumers between Eastpointe and your provider agency you will need to do the following. Retrieving a secure message (New Users) Step 1: Eastpointe will be submitting a secure to the provide addresses that are currently on file within our Eastpointe provider network database. **Note: If we do not have your address and you wish to open a secure account you can create your own account by going to our Secure login portal and following the instructions for first time users. Step 2: When you receive the secure from Eastpointe it should look something like this: Step 3: Click on the link in the to view your secure message. The actual line of text in the reads, To view the secure message, click here. Clicking this link will take you to the registration page for the secure system. The screen should look like the following image. Eastpointe

48 Step 4: Complete the registration form as indicated. Note that all the form fields are required. In order to successfully create a password for your account, you must follow the Password Rules listed to the right of the form fields, as shown in the above image. Once you have completed filling out the form, click Submit Password to continue. Step 5: Your account has been successfully created. You will then be able to see the that was submitted to you by Eastpointe. See screen shot below: Step 6: At this point, you can then reply to the message, compose a new message, etc. **Note: You can only use this system to send secure documents to Eastpointe staff. Step 7: Make sure to click the sign out tab when you are finished in the system. Eastpointe

49 Step 8: When you sign out you will be sent to the main page (see screen shot below). This page will be where you will need to go to sign back in to the system to submit more s in the future to Eastpointe. Make sure to book mark the link so that you will be able to get back to it easy. Retrieving a secure message(existing Users) The following instructions outline the steps you should follow to retrieve a secure message, if you have already completed the above steps and have a user account for our system. Step1: Click on the link in the notification to retrieve your secure message, see image above for example. When you click the link, you will be taken to the login screen for our secure system, see image below. Here you need to enter the password that you created for your account. Once you have entered your password, click the sign-in button to continue. Eastpointe

50 **Note: Your address should be filled in for you automatically. If it is not, then you should enter the address at which you received the notification . Step 2: At this point, you can then reply to the message, compose a new message, etc. **Note: You can only use this system to send secure documents to Eastpointe staff. Step 3: Make sure to click the sign out tab when you are finished in the system. Step 4: When you sign out you will be sent to the main page (see screen shot below). This page will be where you will need to go to sign back in to the system to submit more s in the future to Eastpointe. Make sure to book mark the link so that you will be able to get back to it easy. What to do if you forget your password Step 1: Click on the Forgot your password? link to the right of the password box on the login page, see image above. When you click this link, you will be taken to a page and asked to enter your password. See image below: Eastpointe

51 Step 2: Enter your address in the box provided and click the Submit button. After a short period of time, you should receive an , at the address you provided, which contains the password reminder that you entered when you created your account. Hopefully, this will refresh your memory and allow you to access your secure message. If not then you need to follow the instructions below. Changing your password Step 1: Click on the Change your password link below the Sign-in button on the login page. See image below. Step 2: You should now be looking at the screen shown in the image below. You will notice that this screen is very similar to the screen you used to create your account. In order to change your password, you will need to complete all the fields shown on the form. Be sure to follow the Password Rules which Eastpointe

52 are listed to the right of the form fields. Once you have completed entering the information, click the Submit Password button. Once you have submitted your password change request, you will see a message indicating that a confirmation has been sent to your address. You will need to follow the instructions in the confirmation in order to complete your password change request. **Note: This system maintains a history of the last 5 passwords used, so you will need to create an entirely new password. Step 3: The password change confirmation message should look like the example in below. You simply need to follow the instructions in the and click on the indicated link to activate your new password. Once this has been done, you should be able to return to the login screen and login using your new password to retrieve your message. Sample Your Eastpointe Human Services Secure password is pending. To ACTIVATE your new password, click the link below: This is the last step in this one-time process. To DECLINE your new password, click the link below: If your program does not support active links, please copy and paste the link displayed above into the "Address" or "Location" field of your browser and press "Enter" or "Go". Locked Accounts Eastpointe

53 Your secure account is locked after 3 failed login attempts. Once an account has been locked, you will receive an at the address associated with you account that indicates that you account has been locked and will remain locked until a certain time. Eastpointe s IT department cannot unlock accounts. If you receive an indicating that you account has been locked, then you must wait until after the lockout time period has expired and then attempt to login again or change your password. Eastpointe

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