Why do I have to present a credit card to begin my identity verification?

The prescriber’s credit card is run through Experian (a credit reporting agency) to verify that they are who they are and that their information matches up with the information on the credit card/report. The card is not charged nor is it kept on record by ShareNote, DoseSpot, or Experian. It is solely used as a way to verify their identity. 

I have a script(s) with transmission errors stating, “Message type not supported by sender”. What does this mean?

There are two reason why this might occur.

  1. If you have not used the ShareNote eRx system in some time, it will set your account to inactive which will cause this message to occur.
  2. If you have not completed Identity Verification and are trying to prescribe controlled substances.

Both are security features in place to protect the prescriber. Please send us a Help Desk ticket and let us know that you’re receiving this message so that we can get your account reactivated.

A prescriber has not received their Experian Identity Proofing (IDP) letter, what are the next steps?

If the prescriber does not receive the letter within 10 business days after completing Identity Proofing (IDP), please do the following so that we can help you more quickly:

  1. Find out the approximate date that the prescriber completed Identity Proofing
  2. Find out from the prescriber the city & state of the address at which they are expecting to receive the letter
  3. Create a help desk ticket and please include:
    1. ClinicianID of the Provider
    2. City and State at which the provider had expected to receive the letter.
    3. Approximate Date that Identity Proofing was completed

We will review this information and compare it to the address to which the letter was sent.  If it was sent to a different city & state, we will ask you to ask the provider whether they can receive mail at the city and state of the address to which it was sent and then go from there.

If it was sent to the correct location and it has been more than 10 business days, we will ask Experian to resend the letter. 

What is the Experian IDP (Identity Proofing) letter sending process?

The Experian IDP letter should be delivered to the prescriber’s home address of record (confirmed address entered during IDP) within 10 business days after the prescriber has successfully completed IDP.  The Experian IDP letter is mailed out by Experian on the business day after the prescriber completes Identity Proofing (IDP) using the United States Postal Service. 

What are some common reasons why the prescriber does not receive the letter?

  • The prescriber has multiple houses and is not currently at the address where their finances are headquartered.
    To follow up, we will confirm with you that they can receive the mail at the address provided to Experian and provide you with the address’ city and state to ask them about before resending the letter.
  • The prescriber did not see the letter in the mail
    Often mail is discarded without reviewing it carefully. 

How do I complete Identity Proofing so that I can prescribe controlled substances?

As a reminder, as soon as you are signed up for electronic prescriptions in ShareNote, you can electronically send NON-CONTROLLED SUBSTANCE prescriptions and you can print off CONTROLLED SUBSTANCE prescriptions. You will have to complete the Identity Proofing process to be able to electronically send CONTROLLED SUBSTANCES.

Upon sign-up, you received a message in the ShareNote Message Center that includes documentation on this process which includes a link to a PDF document on Identity Proofing.

If you are unable to access that message, you may download that document here: 

If you have any further questions or provide additional assistance, please be sure to contact us by creating a ticket in the ShareNote Help Desk.

I received a new phone. How can I activate the two-factor verification on my new phone?

There are two parts to this process:

  1. Deactivating the old CREDENTIAL ID,
  2. Activating the new CREDENTIAL ID.

We have a document that outlines this process which you can download here: https://www.sharenote.com/downloads/DoseSpot_EPCS_NewPhone_Symantec.pdf.

As always, if you need assistance with this, please feel free to create a support ticket with us in the ShareNote Help Desk. 

How do I apply my signature to multiple notes?

In order to sign multiple notes, you must:

  1. Pull up all the locked notes that you want to sign in the Note Center > Note Listing.
  2. Put a check in the box to the left of the notes that you wish to sign.
  3. Scroll to the bottom of the list and click View All Checked Notes button.
  4. You will then see all notes and, at the bottom of each note, you will need to check the box that says, “Check Here to Affix E Signature”.
  5. On the last note, open up the gray box titled, “Electronic Signature Batch Apply”.
  6. Agree to the Terms and Conditions.
  7. Enter your PIN.
  8. Enter your Sign Date.
  9. Click the Apply Signature button.

You can include notes that you wish to co-sign in your batch. However, something that you should know is, when applying your signature to multiple notes they will all have the same sign date.

I’m unable to create a BIRP/PIE/UNI note because ShareNote is saying that the date and time overlaps with another client. (Location User)

This message means that there is either a note for the same consumer for the same time done by another staff, or that there is another note done by you for the same time. You will have to speak with your supervisor/administrator to clarify the situation and correct it so that you can submit your note.

How can I add a service code to ShareNote?

You can add any codes that are not available to you by selecting Managers > Services Manager in the main menu. On the upper right side of the Services Manager page there is a blue box that says, “Add New Service”. Clicking on this button will take you to the page where you can add your service description and code along with its modifiers, rate, and unit.

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