Home Forums Discussions General Discussion E-Rx with Exostar, as Verizon will no longer support Controlled E-Rx

Has anyone started the process to switch from Verizon to Exostar to continue E-Rx Controlled Meds?

I started this process today and got kicked to the need for a video confirmation to initiate the process but no slots available till January 26th, and Verizon stops supporting E-Rx Fevruary 28th.

Furthermore, it is a bit unclear what i have to have to prove I am who I am to continue prescribing scheduled meds electronically.

Has anyone gone through this process yet? If so any advice.

Also a bit frustrating is the cost will go up to 250$ per year up from 170$, and if we need AC support to help with this, another 50$ an hour.

A bit frustrating to say the least.

Yes, it is very frustrating to have:
1)gone through the process with Verizon and had to pay an upfront annual fee and 6 months later it would not be honored past 2-28-18
2) and now being told that I would need to through another ID verification process
3) and be charged a higher annual fee and
4)also would be charged by AC if they were needed to help with the process-

This is not a good face for the new owners and tech support.
I plan to stop using EPCS as of 2-28 and would like a refund of my prorated fee

Greg

From what I understand, your name in Amazing Charts must match exactly what is on either your license or passport.

From the setup document:
There is also a post on the website: http://amazingcharts.com/support/message-about-epcs/

First, I am not sure if AC is the one making this decision. I believe NewCrop and Verizon are not working together anymore. In fact, Verizon may not be working in this field. I could be wrong. But, what I know I am right about or at least in my opinion is:

Exostar is worth $500 a year if you are going to EPCS. I was a beta tester for Exostar. While I registed with NewCrop, AC was along for the ride to learn the process. Even with NewCrop's teaching, I looked back and thought it was a bit convoluted. But, it is soooooo much simpler. So much easier. When you go through the registration part by yourself, you can take your time. It is only when you are confirmed and registered with Exostar do you need to ask AC to connect to Exostar. I told NC that I think that may be the step that takes the longest. I just have that feeling.

We are being offered (some would say forced) to go through this verification process only because the DEA has allowed it. NC and Exostar have worked with the DEA to make EPCS so much easier. Why do we need to go to such steps to verify our identity? Because you will no longer have to type in your username. You will no longer have to type in your password. You will no longer have to click on that stupid allow. You will no longer have to hope the cloud that drops from the top of your phone actually works the first or second or third time.

As you know, you need two-factor authentication. Well, your first factor is your login to AC. So, obviously if you are using NewCrop for EPCS to send a controlled substance, you are already in AC and logged in. Done.

The amount of clicks is reduced by four. (It takes two clicks from pending scripts to be done with your mouse. So, you get to the second screen on EPCS. In the picture in the PDF where it shows hard token, you can open AUTHY and enter the number, but that sucks. You want to use Send Push Notification to Approve.

That's it with that screen. That's it with the crazy NewCrop EPCS screens. In about three seconds, you will hear this cute little sound. That is Exostar sending the second factor. You don't even have to open the app. Not sure what kind of smartphone you have, but with the most, you can swipe down from the top for notifications. You can open your screen, but you don't have to. You just swipe down and right at the top is a red bar from Authy. Tap it with your finger. At the bottom left of your screen will be Accept. Tap Accept and the script goes through.

Maybe this doesn't sound better. It is. It is waaaaayyyy better. You won't know until you try it. And, you can add the hard token later. I had it mailed. I haven't even bound it yet.

You only have to pay AC $50 if your need their help.

You do not have to do webcam identification. My NP had to, but she screwed up the vetting questions. It was so easy to do the webcam. I am not sure if others have had to go through these verification type questions before, but there are four, and they are basically things that only you could ever know. Typically what mortgage company you used in 2014. It may be tricky. They may have your current company listed. It asked me what my first car was. It asked me what loan company I had for school loans. It's a lot like a Board test. There is an obvious right answer if you studied that, but there are distractors. Test writers actually use that word. So, you have to be careful. NC was not able to tell me the overall system, but I think if you get all four right you are done. I think if you miss one, there are like five more on the next page. My NP was asked about a car loan taken out two years ago on what car. She didn't select the car because it was in her husband's name. OK. Dirty pool. But, they knew that info. It was the only thing that fit. Of course, go with it.

http://www.amazingcharts.com/fileadmin/user_upload/documents/Help_Documents/Exostar_Registration.pdf

The link they put in AC's message is incorrect to a degree. If you take this step by step, you will get through it. Trust me even going through it on GoToMeeting, it was overly technical. I told them it should be much smoother. But, like a lot of things where you go step by step. At first, it seems laborious. If you do it the second time, it seems so much faster. You don't need to pay AC. I don't know what the "paying NC" is. But, just look at it like it is more per year. Trust me. It's worth it. And, do you want your money going to the behemoth Verizon? Or to a much smaller company Exostar. And, first I thought AUTHY was a stupid name. But he is so cute.

If you have any questions, post here or PM me. If I don't know, I can find out easily.

Hello. To clarify, the $250 yearly charge will only need to be paid once your current yearly subscript to Verizon runs out. for example, if you registered with Verizon on 1/1/18 and switched to Exostar on 5/1/18, then you will need to have pay the $250 until your renewal date on 1/1/19.

Due to the large demand of appointments, the $50 charge for assistance is only if you want a appointment for a technician to walk you through he process. You may preform the migration on your own if you do not wish for a appointment.

If you have any concerns or run into any issues, just contact us at (866)-382-592, or access a live chat, and we will be happy to help.

Nick@AC

My main frustration is the vetting process by Exostar AND just having paid my $1195 for AC Support and Maintenance, now being advised I may now have to pay 50$ an hour for Support and Maintenance with this issue, if help needed from AC.

I am very glad to hear the E-Rx will be easier, which will be a very welcome thing to experience.

The vetting questions are a bit like taking the MOC written exam, which is 2-3 years behind the most Up To Date information currently, so when answering you have to think retrospectively. The vetting questions I answered all correctly current, because I know this sensitive information better than the vetters. I then got denied and forced to a webcam interview nearly 3 weeks out at the soonest opening. It is now very frustrating to have to find a computer so the webcam interview will work correctly, be put out another 3 weeks to be questioned by some stranger via webcam, and not quite sure what documents they will want at the time of the webcam interview. So what happens if I get denied again and put out another 3 weeks, at which point Verizon no longer supports E-Rx of scheduled meds and then I cannot provide this service?

This process needs to be smoother. I am willing to pay another 50$ per hour for help if I can get this to work, just frustrated.

Bert,

Sincere thanks for the info on the exostar system. Sounds like an upgrade from Verizon.

Regarding the potential webcam interview: If I am asked to disrobe to show distinguishing moles or tattoos I am just going to have to draw the line there.

Either way, you will have to disrobe. But, they are only looking to see if you have a "Bigger button." But, you don't have to prove if it works. Viagra optional.

So is there an official notification email on this topic or does EPCS just stop working and the end user has to backtrack and figure it out, damn should not have decided to do internet surfing while cruising in the Caribbean this morning, guess I'll start drinking earlier today.

There isn't an official email. Part of the time AC loves me for the work that I do. Part of the time they don't like me because of criticism. I used to get feedback from a formal owner saying I shouldn't be critical since I was the admin and people take me more seriously. Although over time it is clear that people don't lol.

I wrote a very long email to NewCrop about this. Many I really wish NewCrop could do the training. They would train until you got it, and NewCrop trains AC, and they know this stuff cold.

Sending out the message electronically by AC does insure that everyone sees it. The problem is they leave a message below, which many, including myself read. Since it is presented with no paragraphs and the URLs are bunched together instead of being made into a hot link, it can be very hard to understand. In their defense, if you do click on the subject line, it does bring you to the AC website, and it is much easier to understand. It would be perfect if they put a video there. In fact, if it were made by NC, it would be top notch.

To answer your question, first on that date, Verizon will not be in the picture. It is Verizon that caused all this. Imagine that...Verizon causing issues. So NC was forced to find a new vendor. NC can't control the pricing, but Exostar is twice as good as Verizon, trust me on that. I did contact NC last night to see how our subscriptions will either roll over or be gone. Personally, Verizon should have to reimburse either your credit card, debit card or PayPal.

It will stop working at midnight of the day they stated. Again, not NewCrop's fault. Most things are not NewCrop's fault

Caribbean. You can't complain about $250 bucks. LOL.

Is there a contact person at Exostar we can vent our frustration to? I would really like to get on with this process and just get it done. I am starting to think I may have gotten kicked to the video webcam because I started the process without the token in hand, or possibly my name in AC might not match my driver's license. I just don't know. But I would like to minimize AC's involvement, as this issue has been thrown in their laps to deal with, when in fact I think it is Exostar's responsibility to make this vetting process easier, if they want our business.

So to answer your question, you shouldn't need the token to register. They want you to use the same name you have in AC. Hopefully, that will match your ID. I didn't have to use ID. I don't think the video webcam is that difficult. Just a bit of a pain to set up.

If you contact Exostar, they will kick you back to Exostar/AC. Exostar isn't just a company that couples with NC on this.They work with a lot of companies.

All of the registration and vetting is driven by the DEA and NIST. NIST is the National Institute of Standards and Technology. NIST handles the standards, which must be met for security and usage with technology. NIST gets uses the DEA for rules and regulations as well as what is acceptable/unacceptable. NIST tells the DEA which OTP devices are secure.

The things to understand are:

1. This all came about because Verizon got out of the business
2. Therefore in order for NC to continue working with AC for EPCS, they had to have another vendor
3. NC has absolutely no control how the process works. They just set up the registration process and teach AC how to do it.
4. If you choose not to use Exostar, you will not be able to use EPCS, at least through AC, so if your state requires it, you would not be able to do EPCS.
5. That will be the choice of the doctor.

The registration process is a bit cumbersome, but if you liked Verizon, you will love Exostar. It really is much better. It is single sign-on, meaning you will never have to type a username and password again. I remember be rather frustrated when the username wasn't saved.

The amount of time to prescribe is reduced significantly. I would say by at least 50%. It is also nice that you do not have to open the AUTHY app like you did with Verizon.

It is important to note two things:

First, you can only install the AUTHY app on one phone. Verizon could be installed on multiple phones, and some doctor's offices installed it on staff phones and gave out their username and password.

Second, you do not lose your subscription money from Verizon. If you subscribed in September 2017, you will use Exostar at no cost until September 2017.

Thanks Bert, much appreciated. I am in a state where EPCS is not required, so I could go back to the paper script days, which I do not want to do. So I suppose I have to be patient and go through the motions to get all of this accomplished. I just like to get things done ASAP, and get on with it.

Do you know what I will need for the video webcam conference? I got the video to work on a test run, so the question I have, what paperwork or credentials will be required? Just hoping to figure all of this out, post all of this stuff so others can be spared the 3 week mandatory video conferencing vetting, and hopefully spare AC IT support extra work so they can be available for keeping every one up and running.

Also, I do not recall ever having the Authy app for the phone, so how does one get that application?

I got an answer from Ryan on my first question, "you will need a driver's license or passport" for the document at the webcam vetting interview.

Also I am going to confirm with AC that my name in AC and my driver's license match too.

Correct. You can used a driver's license or passport if it has your picture. I don't know what would happen if your driver's license has a different name than your AC. I don't think I would want to change my name in AC.

During the registration process, there are a couple of places, I believe, to download the app to your phone. There is one place where it sends a text message with the app. But, Authy is in the Google Play Store or the iTunes Store.

I think you will be happy with your choice to go with EPCS and Exostar. It is just so much better. And, as you probably know, prescription diversion, at least for us, has decreased dramatically. No more I lost my scripts. No more going to multiple pharmacies. No more "the print on the script is no longer legible."

It is also nice in EPCS to be able to use the magnifying glass in current meds and select a prescription, then scroll to the bottom of the page and see what scripts were sent, where, and did they go. And, if the pharmacy says they didn't get them, you can click on Lost Scripts and NC will look into it and find out where the problem happened.

I do hope that AC is able to get with users quickly, and they are as efficient as NC in setting it up. I was lucky to have NC help me and my NP.

NC is also working on a new GUI, and they listen to my ideas. Unfortunately, the developers take about three to four months to come out with a new version. We are working on a few things that will help with the system. The ultimate goal is to be able to do EPCS directly from the Prescription Writer in AC, but that may be a long time away.

I just realized after further conferring with Ryan at AC I had an apostrophe in my address in AC not on my license address, so I fixed this and now, I can click through the Exostar sign up and now I get the screen, click on to "Click to start EPCS Registration Process" and after I click a message with a green background pops up "Error submitting registration: A transaction is currently in progress. Try your request again in 15 minutes. (already in progress)"

So I have tried about every 15 minutes for the last 2 hours and keep getting this screen.

I have uploaded Authy app on my phone so if I can get this to work will let you all know.

It's enough to make you want to stop prescribing controlled substances!
Maybe that is the whole idea....

From NewCrop:

There was a bug today (it will be fixed over the weekend) from what our Tech Support tried to do last night. We are attempting to allow providers that have been sent to webcam proofing another shot at proofing (a second attempt). The bug isn?t allowing a second try or scheduling for the webcam, whichever is appropriate. They should wait until Monday when the bug is corrected or they will keep seeing this error. The provider should be able to start with either their proofing or webcam on Monday. It?s great that he has the Authy app on his phone ? that will make the rest of the process that much quicker.

Thanks, will try again Monday, and very good to know about the bug. Hope the second go round goes better than the first, LOL. Will keep everyone updated. I figure in a few months I will be looking back at this moment and very glad I went through all of this hassle, as I expect the new way will be quite a bit easier.

One of the things NC is working on (it is not like I am on their board or work for them), I just email this person who has been happy to work with a physician to get our take on things.

An issue they know is problematic is that the entire NewCrop screens are not clean or formatted well. They are rather confusing. Just keep in mind that some practices that don't use AC have to initiate the entire process (all scripts I think) via the NewCrop screens.

OK, I attempted the Exostar signup. First, the instructions provided by amazing charts are helpful. New Crop screens are a jumbled mess. I spend 30 minutes on it. All was going good till the identity questions. I was asked 4 then 5 and then it said it couldn't verify my identity. Said nothing about a webcam interview. Just kicked me back to newcrop screen. So I guess I shall just wait till hear from Exostar?

Some of the questions were very ambiguous. Like it asked me when I opened my AMEX account. Well, I have had like 10 different AMEX accounts over the last 20 years, so I just had to guess. Must have guessed wrong. I did use the year printed on my most recent card.

There has got to be a better way. I see now maybe I should have waited till Monday.

I know exactly what you are saying. I had written about this above. I don't recall when, but I have had to go through that type of vetting process, maybe two or three times, with banks or some other company who was trying to do so. But, they do make them too tricky. One question asked about my student loans, where the answer was VSAC. Vermont Student Assistance Company. VSAC. That was the answer, but there are Stafford loans and many other government medical school or other college loans. The multiple choices should have been obvious for me but a guess for others. Plus, if you get them all correct, you only do the four I believe. But, you have no idea if you "Pass" until the end. I think it should at least let you know how many you need to get correct and how you are doing as you go along.

Many companies use a technique that I think would be good enough. When you enter your email address, they send an email, and you click on a link. Sure, someone could get on the computer screen and know your email address, but it is unlikely. I would think with that along with the last four digits of your social, and a few other demographics you would be fine. Plus, I would think the ultimate way would be to require you to send two or three scripts via NC. They have their own test pharmacies on there. I mean if you can send a script via EPCS to a NC pharmacy using your username and password and Verizon app, that would be a better way than asking about your AMEX accounts.

Retried today, Monday, and only option I have is to "Schedule Webcam Proofing" after signing into Exostar registration on a test patient. So back to square one I guess. So after my webcam interview on January 26th, will let you know how it goes.

I will once again check. Geez. This is frustrating. Sorry, you are going through this.

I got my Exostar Token in the mail over the weekend, so using that device will be another way of getting this process completed. I should ask, is the serial # the largest and bottom of the 3 different #'s on the back of the token? I am assuming this is the serial #, but thought I better make sure to avoid any further "mistakes" with the vetting process.

I am almost certain it is the larger and bottom of the three. My understanding is that in order to use the token, you have to activate it and that cannot be done until after the proofing. It is a little confusing when reading the information sheet which comes with it.

One thing that is interesting from reading the instructions is that they use the credit monitoring company Experian, so given it is easy to access Experian at no charge, maybe the vetting questions would be easier. I am surprised they put that in there. Also, given the only way to access Experian would be to identify yourself, writing some info that is contained within would be enough. Of course, it seems like the Knowledge-Based Proofing (as they call it) would need one to click on answers so it could verify.

I will send an email to NewCrop and ask about this.

I did tell NC that the vetting system is not efficient as at least two physicians in a sample size of about six in the thread have not passed. Therefore, there will be a lot of wasted time for both the physician and the Exostar rep as well as some very upset and frustrated people.

I also suggested (and I sure it is much too late in the process) that using a different method would be better:

1. While doing the Knowledge-Based Proofing, they could automatically send an email to the address given in the application, which would contain a link that you would click that would then go back to Exostar. A LOT of companies use this approach in many communications.
2. They could give a test script such as Med: Exostar Sig: Exostar Proofing Disp: 1 Refills: 1. This could be sent to the test pharmacy in the NewCrop pharmacies. If you are able to do this, then you are definitely who you say you are.

They may be closed for MLK day.

The second change is only available to those who do NOT already have an appointment. Stupid, yes. But, the whole process is stupid. The more I learn, the more that is my opinion.

If you have LifeLock, in the future the provider will be told they must go straight to webcam.

You cannot use the token until your identity is verified. This seems to be circular illogic. They want you to prove who you are by giving information which could cause identity theft. But, if you have a security company like LifeLock, you arecrewed.

You cannot use the token until your identity is verified.

Everything that must be done is regulated by the DEA. Maybe this is why they don't have the time to deal with opioids. Then again, maybe identity proofing is helpful in that regard.

I do have lifelock, maybe that is why I got kicked right to the webcam vetting. Gheez Louise.

I know! You would think you wouldn't be punished for that. You got kicked to Webcam likely for two reasons. You had the January 26th appointment already, and you have lifelock. The irony is that this is basesd on Experian, and you probably got lifelock due to the Equifax breach.

I have had lifelock for several years before the Equifax breach, and I was referring to the first attempt at the vetting process, getting kicked right to the Webcam vetting because of being a lifelock member, and I bet you are right, not being able to re-attempt today because of the previously made January 26th Webcam appointment. But it was worth a try.

It is all starting to make a bit more sense. Getting kicked to the Webcam for a missed apostrophe in my address in AC, seemed a bit strange but I know I answered all of my vetting questions correctly. So if it is true that lifelock members automatically go to the video webcam vetting, really is frustrating.

For whatever it is worth, it is very therapeutic to vent on this forum, and I appreciate the back and forth, makes this process a bit more tolerable.

I agree. And, I am getting a lot more information from my contact than I/We could quickly from AC. I suppose one would have to call LifeLock and ask them to turn off for an hour. Of course, you know that would be just the time Russia would hack into the deed for your house or your social security number. Although we know that is just a hoax and a witch hunt. Just some sarcasm. Don't want to start any political fights on the board, lol. We get in enough of those on P2P vs Client/Server. Ironically, back in the Paul days, we never stopped hearing about Kaspersky.

Anyway, I digress. I think most of the Identity Services can cause the issue. I am sure that someone controls the website which does the vetting. If this is now a known issue, it should warn a user about it before they start in case they wish to suspend it for a couple of hours. At least you know that LifeLock is working. Except how did Exostar get access to your information. Would be interesting to email LifeLock support and see if companies can do this and if having their service can cause issues with those vetting questions.

Quite frankly I would rather have Lifelock and go through all of this. If I had known I would get kicked right to the video webcam, I would rather have not answered any of the vetting questions first and gone right to the webcam. That would have been nice to know, but learning as we go.
Yes, that is what I would like to know, how Exostar got my info, and obviously not accurate anyway IMHO.
I just gave Lifelock a call, and the representative I spoke to said the vetting process should not be affected by being a member of Lifelock. So the question I have is why does one automatically get sent to the video webcam by Exostar vetting if a member of Lifelock?

I can probably save you some time. If you go to Manage via NewCrop Screens and then click on the Admin tab (top right), you will find a section on Exostar. You can click on Manage Your EPCS account and find quite a lot of information including, lol, which is the SN (we were correct). I tried to register under the DoD so I could get a Lockheed account or order from Boeing, but it required extra vetting. There is a small section on Experian so it seems they are in on it.

There is one place that says the token should last three to five years depending on how often you use it. But, they only give you a 45 day warranty. It costs $80.00 and at some place it mentioned a one-year subscription, which I hope comes with the $250.00. If you click it 25 times without using one of the 25 OTPs, you have to resync it. If you click it 100 times, you have to call AC. And, be revetted I think. Why anyone would bring up 100 OTPs without using them is beyond me unless they are bored.

A lot of the FAQ are rather funny. One of the questions is: Do the OTP?s expire after a specific time frame e.g. one minute or one hour? The answer is 30 seconds. No wonder the vetting is so difficult. Their two examples could have just given 30 seconds.

The first screen you come to from the Account screen is the OTP Hardware Token activation. Good luck! It's just as bad as all the other stuff. And, the FAQ take you to other lists of FAQs. This is ridiculously hard, but I guess they know we must be smart to get into and pass medical school.

But, the Department of Defense?

I got a couple of more questions, what do you mean my SN and OTP's?

Also, the paperwork I got today with the token (at the office) I thought said the token is good for 13 months. I can verify this tomorrow when I get back to the office.

Actually, you are correct, somewhat. The token should "work" for three to five years. The warranty according to the paper you received is 13 months. My bad.

SN = Serial number

OTP = One time password. (the code on the Verizon app on your phone - the code number on the token - the ones that are good for 30 seconds).

"For a period of thirteen (13) months from the date of your purchase, Exostar warrants that your token will materially conform to the specifications furnished with your token. If Exostar determines that your token fails to conform to the specifications, and the failure occurs within the warranty period, then a replacement token will be sent. If the failure occurs outside of the warranty period, a replacement token can be purchased."

From Exostar:

You have successfully registered a new Hardware One-Time Password Token to your NewCrop Exostar account.

When you sign an electronic prescription and are prompted to have a hardware one time password code generated, you will be able to use this Hardware One-Time Password Token registered to your NewCrop Exostar account.

NEED HELP? Contact your EMR for assistance. OMG no! Don't call us. Our job is just to make this as confusing and difficult as we can. And, we feel like we have achieved that goal. Please let us know if you do not think we have achieved that goal, and we will work diligently to make it even more complicated.

Your friends at Exostar.

You know our motto: Why make it easy, when most laptops have webcams?