ModMed Help Desk

Published November 30, 2020

ModMed offers a variety of tools for training and learning support through ModMed U and the ModMed Community. If you have a question or concern regarding ModMed that cannot be answered through either of those tools, please contact modmedhelpdesk@cfaortho.com for assistance. Use of this inbox is CAO’s first stop for reporting technical challenges, training requests and submitting an enhancement request. Over time, this process will help us to manage questions/issues efficiently throughout all 28 divisions, for over 170 physicians, 90 PAs/NPs, and 1700 employees. Examples of ModMed Help Desk support requests include:

  • Technical Challenges such as Users who cannot login or are experiencing some kind of technical issue such as an error message;
  • Enhancement Requests, such as a user who would like to add clinical content to a plan;
  • Training Requests such as a new hire who just started and needs training on EMA.

There are five system administrators who are monitoring the ModMed Help Desk inbox on a daily basis. Messages that come in are reviewed and addressed. If they cannot be solved by one of the system administrators, they are escalated based on the type and scope of concern, by opening a case at ModMed with "High" priority. The ModMed support team promptly addresses those issues.

Additionally, if your division has gone live with ModMed and you have an EMA related issue, ModMed provides an on-going EMA support via a GoToMeeting link (updated weekly). Please contact your division Administrator for the link. A full process flowchart for ModMed questions is available on CAO Central here.