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Overview

As an AllCare Operations team member, you’ll need access to multiple systems to perform your daily work. This guide walks you through requesting, setting up, and troubleshooting access for each system.
Before You Start: Your manager should initiate access requests before your start date. If you’re missing access to any system on your first day, contact your manager or IT support immediately.

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Systems Access Checklist

Use this checklist to track your access setup:

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AllCare.ai Platform

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Access Request

ItemDetails
Requested ByYour manager
Approved ByIT / System Admin
Typical Timeline1-2 business days
Access URLhttps://platform.allcare.ai

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Setup Steps

1

Receive Invitation Email

Look for an email from [email protected] with subject “Welcome to AllCare”
2

Click Setup Link

Click the link in the email to set up your account
3

Create Password

Create a strong password meeting requirements:
  • At least 8 characters
  • Uppercase and lowercase letters
  • At least one number
  • At least one special character
4

Complete Profile

Fill in your profile information (name, phone, photo)
5

Verify Access

Log in and verify you can see the facilities and features you need

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Role and Permissions

Operations team members typically receive one of these roles:
RoleAccess LevelTypical For
Ops AdminFull platform access, all facilitiesSenior ops staff
Ops UserStandard ops access, assigned facilitiesMost ops team members
Ops Read-OnlyView only, no editingTrainees, auditors
If you can’t access certain facilities or features, contact your manager to verify your role assignment.

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Troubleshooting

  1. Check spam/junk folder
  2. Search for emails from allcare.ai
  3. Verify your manager submitted the request
  4. Contact IT support to resend invitation
  1. Verify you’re using the correct email
  2. Try the “Forgot Password” option
  3. Clear browser cache and try again
  4. Try a different browser (Chrome recommended)
  5. Contact IT support if issues persist
  1. Verify correct facility is selected
  2. Check with your manager about your role
  3. Request role adjustment if needed

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ECW (eClinicalWorks)

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Access Request

ItemDetails
Requested ByYour manager via IT ticket
Approved ByClinical Admin / IT
Typical Timeline2-3 business days
Access URLProvided by IT (varies by environment)

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Setup Steps

1

IT Creates Account

IT creates your ECW account and assigns appropriate role
2

Receive Credentials

You’ll receive your username and temporary password via secure channel
3

First Login

Log in to ECW using the provided URL and credentials
4

Change Password

Change your temporary password to a secure personal password
5

Verify Access

Confirm you can search patients and access required features

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ECW User Roles

RoleAccessUse Case
Clinical StaffPatient charts, encounters, medication listsMost ops team members
AdminAdditional administrative functionsSenior staff
Read-OnlyView patient information onlyLimited access needs

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Training Required

ECW requires specific training before full access:
You must complete ECW training modules before accessing patient records. Untrained access may result in account suspension.
TrainingDurationRequired
ECW Navigation Basics1 hour✓ Yes
Patient Search & Charts30 min✓ Yes
Tele-Encounter Creation1 hour✓ Yes
Medication Documentation45 min✓ Yes

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Troubleshooting

ECW locks accounts after failed login attempts.Solution: Contact IT support to unlock your account.
  1. Verify search criteria (name spelling, DOB)
  2. Check you have access to the patient’s facility
  3. Try different search parameters
  4. Confirm patient exists in ECW (may be in AllCare only)
Your role may not include certain features.Solution: Contact IT to review your role assignment.

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PioneerRx

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Access Request

ItemDetails
Requested ByYour manager via pharmacy admin
Approved ByPharmacy Manager
Typical Timeline2-5 business days
AccessRemote desktop or VPN connection

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Setup Steps

1

Request Submitted

Manager requests PioneerRx access through pharmacy administration
2

Account Created

Pharmacy team creates your account with appropriate permissions
3

VPN/Remote Access Setup

IT provides VPN credentials or remote desktop access
4

Receive Credentials

Receive your PioneerRx username and temporary password
5

Log In and Verify

Log in and verify you can access required pharmacy functions

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PioneerRx Access Levels

LevelAccessTypical For
View OnlySearch prescriptions, view statusMost ops staff
Limited EditUpdate select fieldsSenior ops staff
Full AccessComplete pharmacy functionsPharmacy team only
Most operations team members have view-only access to PioneerRx. Prescription changes are handled by pharmacy staff.

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Troubleshooting

  1. Verify VPN credentials are correct
  2. Check internet connection
  3. Try disconnecting and reconnecting
  4. Restart VPN client
  5. Contact IT support
  1. Check VPN is connected
  2. Verify remote desktop address
  3. Try closing and reopening connection
  4. Contact IT support
  1. Verify patient name and DOB
  2. Check prescription was sent to correct pharmacy
  3. Verify timing (may not be processed yet)
  4. Contact pharmacy team for assistance

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Freshdesk

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Access Request

ItemDetails
Requested ByYour manager
Approved ByOperations Manager
Typical TimelineSame day - 1 business day
Access URLhttps://allcare.freshdesk.com (or similar)

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Setup Steps

1

Receive Invitation

Receive email invitation from Freshdesk
2

Accept Invitation

Click the link and create your Freshdesk password
3

Configure Profile

Add your name, photo, and signature
4

Join Groups

Your admin will add you to appropriate ticket groups
5

Verify Access

Confirm you can view and respond to tickets

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Freshdesk Agent Roles

RoleCapabilities
AgentView, respond, resolve tickets
SupervisorAgent + reassign, escalate, reports
AdminFull configuration access

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Setting Up Your Workspace

After access is granted:
  1. Set up canned responses — Pre-written replies for common questions
  2. Configure notifications — Email and browser notifications
  3. Learn ticket views — Understand queues and filters
  4. Review SLA rules — Understand response time requirements

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Troubleshooting

  1. Verify you’re in the correct group
  2. Check filter settings
  3. Ensure tickets aren’t filtered by status
  4. Contact your supervisor
Your role may be read-only.Solution: Contact admin to update your permissions.

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DHCS Portal (Medi-Cal)

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Access Request

ItemDetails
Requested ByYour manager
Approved ByCompliance / Admin
Typical Timeline3-5 business days
Access URLhttps://www.dhcs.ca.gov

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What You’ll Use It For

  • Medi-Cal eligibility verification
  • Coverage status checks
  • Share of Cost information
  • Plan assignment details

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Setup Steps

1

Request Access

Manager submits access request to compliance team
2

Account Creation

Compliance creates account or provides shared credentials
3

Receive Credentials

Receive login information via secure channel
4

Complete Training

Review DHCS portal training materials
5

Verify Access

Log in and perform a test eligibility check
Some organizations use shared credentials for DHCS. Follow your organization’s policy for credential management.

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Noridian Portal (Medicare)

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Access Request

ItemDetails
Requested ByYour manager
Approved ByCompliance / Billing
Typical Timeline3-7 business days
Access URLhttps://med.noridianmedicare.com

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What You’ll Use It For

  • Medicare eligibility verification
  • Part A/B coverage status
  • Medicare Advantage plan details
  • Benefit period information

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Setup Steps

1

Request Access

Manager submits request to compliance/billing team
2

Create Account

May require individual registration with Noridian
3

Organization Linkage

Account linked to AllCare organization
4

Verify Access

Log in and perform test verification

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Google Workspace

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Access Request

ItemDetails
Requested ByHR / Your manager
Approved ByIT
Typical TimelineCreated before start date
Access URLhttps://mail.google.com

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What’s Included

ServicePurpose
GmailWork email
CalendarScheduling, meetings
DriveDocument storage and sharing
MeetVideo conferencing
Docs/Sheets/SlidesDocument creation

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Setup Steps

1

Receive Welcome Email

IT sends your Google Workspace credentials
2

First Login

Log in at mail.google.com
3

Change Password

Set a secure password
4

Set Up 2FA

Configure two-factor authentication (required)
5

Configure Mobile

Add email to your phone if needed

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Slack

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Access Request

ItemDetails
Requested ByYour manager
Approved ByIT / Admin
Typical TimelineSame day
Access URLhttps://allcare.slack.com (or similar)

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Setup Steps

1

Receive Invitation

Receive Slack workspace invitation via email
2

Create Account

Set up your Slack profile
3

Join Channels

Join required team channels:
  • #ops-team
  • #announcements
  • #tech-support
  • Team-specific channels
4

Configure Notifications

Set notification preferences
5

Download App

Install desktop and mobile apps

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Key Channels

ChannelPurpose
#ops-teamOperations team discussions
#announcementsCompany-wide announcements
#tech-supportTechnical issues and questions
#urgentTime-sensitive escalations

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Access Troubleshooting

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General Issues

  1. Use the “Forgot Password” option if available
  2. Contact IT support for password reset
  3. Never share passwords or ask others for theirs
  1. Wait 15-30 minutes and try again
  2. Contact IT support for immediate unlock
  3. Verify you’re using correct credentials
  1. Contact your manager immediately
  2. Verify it’s not a system-wide issue
  3. IT can investigate access logs
  1. Discuss need with your manager
  2. Manager submits access request
  3. Complete any required training
  4. Access granted after approval

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IT Support Contact

IT Support

For all system access issues:Slack: #tech-supportEmail: [email protected]Phone: [Internal IT number]Hours: Mon-Fri, 8 AM - 6 PM PST

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Security Best Practices

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Next Steps

Once you have access to all systems:

Complete Training

Continue with operations training

Learn Workflows

Start learning key workflows

Medication Refills

Learn the most common workflow

Patient Enrollment

Learn patient enrollment