Provider Support/GME Contact Information

& RxStar Access Issues

3/10/14 dc/jl

If provider cannot write orders or gets “Route care only” in RxStar their authorization is not displaying in the appropriate databases correctly.

This can happen if:

  1. They are not yet credentialed
  2. They are awaiting completion of their credentialing
  3. They were set up incorrectly to begin with
  4. The database does not update Medipac/Amanita correctly though a change was put in: ie from med student to resident or resident to attending
  5. The database does an update and now finds 2 instances for the same user and the system does not know which to use (i.e. the use was a med student here and instead of updating that entry it was ended and a new entry was put in)
  6. Steps to trouble shoot access:
  7. Look up provider in Medipac and Amanita ( check this document on call manual for individual trouble shooting steps - Verifying Provider has Correct Setup in Medipac and Amanita 8.12)
  8. If Medipac and Amanita look ok,
  9. Provider Support Services (AttendingPhysicians and NP/PA’s) 322-3573, Pager is 835-0589.
  10. Danielle Midgett is Director Provider Support Services – 322-0223
  11. Deanna Lawley is Manager Provider Support Services – 936-5513
  12. For non-urgent matters, you may email them at . They respond fairly quickly to email.
  1. Graduate Medical Education (GME) (For Residents and Fellows)
  2. Jarrett Lea – 875-5819 – security manager, can look up and make changes in Medipac, GME database and VSA
  3. Mischon Ramey – 875-8922 - back up for Jarrett Lea as security manager, can look up and make changes in Medipac, GME database and VSA
  4. Wendy Wilson – 322-7821 –can look up and alter records in GME database for Residents and Fellows
  5. Accurate Provider Database (APD)
  6. Sue Muse in Provider Quality Assurance Group sets up and makes updates for providers in this database – others can request a change through the APD link 9see below)

If Provider gets error message in RxStar: “not authorized to e-prescribe”:

  1. Check all above
  2. Provider must also have contact information set up correctly in Accurate Provider Database (APD).
  3. Click on Providers name
  4. The data within APD (along with data from VISTAR/GME – e.g. DEA/NPI, etc.) are merged together to create the SureScripts Provider entry
  5. A small change in the information, such as a fax number change will disable provider to prescribe
  6. The provider must send at least one e-prescription each year to keep active
  7. To re-activate a provider’s account, contact Rachel Lassiter and provide the following information:
  8. Does the provider want to receive e-renewals?
  9. If so, does the provider have a message basket?
  10. The provider must have a message basket in order to request e-Renewal access
  11. Requests for updates to APD for a provider can be requested with this link: