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Receiving Support Securely

What is the best way to interact with the Jane team while still protecting the privacy of your patients and the security of your account? Let’s walk you through a few best practices!

Phone Support

When calling into our support line, please ensure that you do not share sensitive patient information over the phone. Should you need to share a patient example for a profile you need assistance with, please use the patient initials and patient number located in the top right corner of the profile:

So for instance, if you needed help supporting Zoe Ross here, you would let us know you’re looking at Z.R.’s profile, patient number #74. That information is enough for us to pull up the profile and enables us to help without needing to see the name of your patient and ensuring privacy of sensitive information.

Email and Chat Support

When emailing and chatting with us, should you need to send us a screenshot, video, or gif through email or chat support, we do recommend enabling Privacy Mode which will blur patient names and sensitive details, to ensure privacy of sensitive information.

Should you need to share a patient example for a profile you need assistance with, please use the patient initials and patient number located in the top right corner of the profile. That information is enough for us to pull up the profile and enables us to help without needing to see the name of your patient and ensuring privacy of sensitive information.

When emailing in general, you’ll want to consider what would happen if that email got into the wrong hands. The general rule of thumb is to avoid sending sensitive information by email as depending on the providers they may not have encryption, security or compliance features provided by default, such as HIPAA compliance for those in the US.

As a reminder, be sure that if you’re emailing us directly that you email [email protected] There’s actually a clothing company called Jane with a similar email address, so it’s super important to include that “app” in the email to be sure you’re reaching us!

Alternatively, you can click on that handy Need Help? button in the top right corner of Jane.

Questions or Concerns

If you have any questions or concerns around this or would like to chat more about Privacy and Security at Jane, please feel free to reach out at [email protected]!