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Behavioral Health Services
Behavioral Health Services

Helping you navigate electronic health records

Electronic Health Records Division

Welcome to your starting point for all things to do with myAvatar, the County's electronic health records (EHR) system. Whether you're a practitioner, technical staff, or billing specialist with our county contracting providers (CCPs), we have wide-ranging resources and services to help you navigate myAvatar.

Woman in front of her computer.

There are two key ways to work with myAvatar with subtle nuances based on each CCP's implementation type: 

  • ProviderConnect NX: With PCNX, you work within the portal of myAvatar directly. As new CCPs start using myAvatar the EHR team will provide training on how to navigate and use PCNX.  CCPs will train their team members on these workflows and reach out to the county for any support needed.
  • ProviderConnect Enterprise (PCE): This is an application programming interface (API) that allows certain certified EHR systems to talk to myAvatar to share data and streamline workflows.  The EHR team, Netsmart, the CCP, and the CCP's EHR vendor will partner to ensure that the two systems can send and receive data and understand the steps to troubleshoot problems as they arise.

Services

Get resources to set up your CCP's EHR

Find resources to help you set up EHRs on your end.

Request corrections in myAvatar

Request corrections in myAvatar by sharing the required information with us.

Access PCE companion guides and vendor technical resources

View ProviderConnect Enterprise technical documentation and support information.

View guides and training materials

Access workflows for PCE and resources shared in PCNX trainings to help you use PCNX.

Run reports in PCNX

Find resources to help you generate a variety of reports in PCNX.

Find resources to help you file claims

Get claims submission schedule, denial information and 837 claiming resources.

Find the help you need

[email protected]

  • Questions regarding claims
  • Questions regarding 837/835/EOB

Link to Provider Onboarding

  • Initiate credentialing
  • Status of credentialing application
  • Staff termination from a CCP
  • Performing practitioner not in Provider Credentialing report

[email protected]

  • Request corrections to PCNX forms
  • Refer to correction documents

[email protected]
(800) 704-0900

  • Unable to locate client in PCNX
  • Refer to correction document - Resolve missing MRNs  [[link here]]

[email protected]

  • Report duplicate MRNs to merge/delete
  • Refer to correction document for delete or merge multiple MRNs | PCE and PCNX [[link here]]

[email protected]

  • New staff PCNX login
  • Access to county network not working
  • Practitioner data validation

Contact TSS if you:

  • Are unable to login to PCNX
  • Need to stop an 837 file from being loaded into myAvatar
  • Are having an issue with the SFTP site

Refer to the support guides first before contacting TSS. If issues persist, email [email protected] and include “HHS-BHS Triage” in the subject to ensure proper routing (e.g., HHS-BHS Triage: Login issues). 

TSS cannot receive encrypted messages. Once a TSS team member replies back, then PHI information can be sent via an encrypted message to the TSS team member directly.

Call 1-408-970-2222 to speak to a TSS representative to request an Avatar LIVE/UAT user password reset.

[email protected]

  • General PCE and PCNX inquiries

https://support.netsmartconnect.com/solutionsupport

  • Issues that cannot be resolved by CCP or County

[email protected]

  • Moving offices
  • NPI and state code changes

[email protected]

  • Invoices
  • MH-91

If you are having login issues with Unicare, please contact the TSS Service Desk at (408) 970-2222 to speak to a live agent and request user password reset for network/Active Directory (AD). 

Your request will be ticketed, and you will receive a temporary password while you are on the call. Be sure to stay on the call with the live agent until you are able to log in and change your password.