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.
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
Find the help you need
- Questions regarding claims
- Questions regarding 837/835/EOB
- Status of credentialing application
- Staff termination from a CCP
- Performing practitioner not in Provider Credentialing report
- 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]]
- Report duplicate MRNs to merge/delete
- Refer to correction document for delete or merge multiple MRNs | PCE and PCNX [[link here]]
- New staff PCNX login
- Access to county network not working
- Practitioner data validation
Contact TSS if you encounter these issues:
- Unable to login to PCNX
- System access errors
Avatar LIVE PCNX issues: Call 1-408-970-2222 to speak to a TSS rep and request Avatar LIVE user password reset.
Avatar UAT PCNX issues: Call 1-408-970-2222 to speak to a TSS rep or email [email protected] and request Avatar UAT user password reset.
For login and technical issues, refer to the support guides first. If issues persist, email TSS and include “HHS-BHS Triage” in the subject to ensure proper routing (e.g., HHS-BHS Triage: Login issues).
TSS email 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.
- General PCE and PCNX inquiries
https://support.netsmartconnect.com/solutionsupport
- Issues that cannot be resolved by CCP or County
- Moving offices
- NPI and state code changes
- 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.