How To Get In Contact With Avea Support

Once your facility has completed the onboarding process,  your implementation specialist will transition your account to support. From there, our dedicated support team will become your point of contact for any questions or concerns you encounter while using the software. 

Contacting Support

Our dedicated support staff is available, by phone or email, Monday through Friday, 8 AM to 5 PM EST. Please note you can expect a reply within 8 business hours, although response times may vary based on the severity of your request. However, many inquiries receive a response within just a few hours.

• If you require immediate assistance, our support team can be contacted by dialing 503-867-8853 and selecting option 2. In the case our support staff is unavailable, you may choose to request a callback or leave a voicemail. When leaving a voicemail, kindly provide us with your name, the name of your organization, and a brief summary of your question or concern. To ensure HIPAA compliance, please refrain from including patient information in your message.
• You can contact our support team via email using one of two methods. Once you submit your ticket using either method, you will receive an automated response that includes a unique ticket number. This number helps us to track and manage each inquiry or issue report more efficiently. To ensure HIPAA compliance, please avoid including any PHI. If your query is related to a patient, please include a link to their profile within your request. Let's review how you can contact support via email!
  • In Avea- Users can locate the Contact Support link by locating the ? icon in the upper-right corner of Avea. Please include a summary of your issue in the subject line and any pertinent information within the body.
  • Direct Email- Users can contact support electronically via email. Please send your query to [e-mail]. Please include a summary of your issue in the subject line and any pertinent information within the body.

Support Process

All inquiries received are reviewed and handled by our experienced support specialists. They collaborate with stakeholders to address your concerns promptly and ensure a timely response. Let's review what our dedicated support team can assist you with! 

What Can Our Support Team Do?

Our technical support services encompass troubleshooting and assistance for unexpected system behavior on supported operating systems and browsers. Whether you're encountering technical glitches or seeking guidance on how to utilize specific features, our support specialists are here to help. 

To learn more about our technical support services, please visit our website.

Limitations

While our support team excels in technical assistance, there are certain areas where we are unable to provide direct assistance.

• Kipu EMR: Please refer to their dedicated support channels.
• Billing Questions: Our support team cannot provide billing advice of any kind. 
• Configuration: Our support team cannot create or edit any information within a client's organization. This includes but is not limited to Patient Information, Services, User Profiles, etc.
• Feedback: Product Feedback can be submitted directly in Avea by clicking the ? icon in the upper-right corner and select Submit Feedback. 
• Implementations/New Facilities: If you want to expand your organization or add a new one, please reach out to our Client Success Team at [e-mail].
• Invoicing: Any Invoicing questions should be directed to [e-mail]. 
• Payer Inquiries: If you need help understanding the processing events or rejection of a claim, our support team is here to assist you. However, please note that they are not authorized to contact the payer directly. In case of a claim rejection, you will need to reach out to the payer yourself. The clearinghouse will require a call to be made to the payer before investigating your claim. To expedite your request, please provide our support team with the representative's name, the phone number you called, and the reference number you received while reaching out to the payer.

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