Please clear your browser cache for all time for any browser that you use (Chrome/Edge/Safari). It's best to do this once a week; we recommend doing it right before you sign off at the end of your week so that you can start the following week fresh. It's also best to do this after AMD provides us with a seasonal release or does a maintenance update.

Sometimes you have to clear cache more than once. You can also try a different web browser; AMD supports Chrome (PC/Mac), Edge (PC), Safari (Mac), and their Mobile App (iOS only). You can also close your browser completely, reopen it with one tab only, and go directly to AMD's login page to try again. It's also good practice to restart your computer daily, so try this as well.

Go to OTA during their hours and screen-share with the folks there to show them what the issue is. If you don't have time, please reach out to clinicdirector and/or your RCD with the issue you are having. Be prepared to provide screenshots whether you use a Mac, a PC, or an iPad. These will help the EHR team in diagnosing the problem, especially if we have to escalate the issue to AMD.

No. In order to research and resolve your problem most effectively, the EHR team needs as much information as possible, including:

* What computer / operating system you are using (Lenovo PC with Windows 11; MacBook Pro)

* What browser you are using (Chrome, Edge, and Safari are all supported by AMD)

* What state key you practice in (Texas key 150715; PA key 150423)

* What side of the system you are using when you experience the error (PM or EHR)

* What you are trying to do (Write a note, sign a charge slip, create an appointment, etc.)

* What your workflow is (I complete steps A and B of this process, and then I have the issue at step C)

* What chart or charts this is happening in (Client examples, if applicable)

* What troubleshooting steps you followed before submitting the ticket (Cleared cache, etc.)

The more information we have, the easier for us to diagnose the issue, and the better to escalate to AMD with if needed, since they will ask us for this information.

This usually happens when demographic changes such as adding a new responsible party to the chart are done incorrectly in ThriveSupport. In this case, you'll want to submit two tickets; one to the EHR team (the General - EHR General Questions ticket is fine) and one to Dev team to fix the issue in ThriveSupport (the Client Account Modification Request ticket). Please note that Dev team uses the email address Internal ID as patient identifiers, not the chart number. The Internal ID can be found on the PM side in the main screen of the patient chart under the Responsible Party name. You can also see it on the upper-left side of the EHR chart under the silhouette; the first number before the slash is the Internal ID, and the number after the slash is the chart number.

Just like the example above, you'll want to submit two tickets; one to the EHR team (the General - EHR General Questions ticket is fine) and one to Dev team to fix the mapping in ThriveSupport (the Client Account Modification Request ticket). The EHR team usually needs to make the changes in AMD first before Dev team can do so in Thrive. The Devs will usually loop in the EHR team for assistance on these so we can make sure everything lines up correctly.

We are gradually moving away from the AMD portal. Clients will sign the consent form provided to them in Thrive when they sign up for an intake, either online or through calling CoE. Bill paying and scheduling happen there as well. AMD will send out 72-hour appointment reminders so clients know ahead of time if they need to cancel or reschedule, and these are not dependent on the AMD portal. MBC assessments are not sent through AMD either. So in most cases, the AMD portal won't be necessary unless a) the client needs to sign a different kind of document, like an ROI or Provisionally Licensed Clinician Agreement, or b) one of the other portals is not working and you need something like a consent agreement signed ASAP. If that is the case, please reach out to clinic director and/or your RCD for assistance, or submit a ticket to the EHR team.

* For issues related to ThriveWeb access or functionality (scheduling, bill paying, appointment reminders) submit a ticket to Dev team.

* For issues related to MBC assessments, please submit a ticket here.

Yes. In addition to ThriveWeb- and MBC-related issues, we do not administrate Zoom or GSuite (Gmail, Google Docs, Calendar, etc.), and we cannot help you if your computer is old and/or broken.

* Please submit a ticket to IT if you have problems with your computer itself or if you have issues with GSuite.

* Please contact your RCD if Zoom is working for you but your clients are not getting your links / are unable to join your calls.

* Please use Google Meet if Zoom is down entirely for everyone across the board. You will need to start a meeting in Google Meet and email the link to your clients.

Clients can use ThriveWeb to reschedule their appoiintment online until 48 hours before their scheduled appointment. When they do this, it MOVES the appointment in AMD. This is to prevent clients from accidentally getting charged by cancelling and re-creating the appointment. Additionally, the safeguards are in place between ThriveWeb and AMD to prevent any booking / appointment reminder / Zoom link errors when the appointment is MOVED that way.

Unfortunately, when appointments are MOVED, this will not trigger a cancellation notification email, much as is the case when a whole series of appointments is deleted. Your best bet is to refer to your daily agenda emails to see your schedule for the day. If you don't see an appointment you were expecting to see, and you did NOT get a cancellation notice of any kind, chances are it was MOVED.

If it's not urgent, fill out the duplicate chart form and our team will address it. If it is urgent, fill out the form first, then follow up with a ticket in FreshService.

• Feb 20, 2025 AMD new Upgrade release. There was an issue with Auto Save so AMD rolled it back. We are testing on some smaller states but it has not been released to all AMD clients or all of our states yet. Still monitoring the pilot states. (Auto Save will be rolled back out to clinicians early May)

• January 2025- New Payor Rate Process. Plutus will be starting to build the fee schedules. 

• November 19 2024- New Cancel/ No Show Reasons  - reducing the list of reasons from 17 down to 7 to prevent confusion.

• November 19 2024- Piloting self pay rates decrease in 3 states (PA, GA, and TX) -  All self pay clients within those states will have lower rates as of appointments starting 11/19/2024. 

• November 29 2024- Plutus trained on creating Claim Inspection Rules