Important Information

9/12/2025 – 5:00 PM
Status Update: Direct Messaging and User Provisioning

We’re continuing to troubleshoot the issue affecting user provisioning and Direct Messaging access. Our teams are actively working toward a resolution.

We’ll share updates as soon as more information is available. Thank you for your patience and understanding.

9/9/2025 – 4:00 PM
Service Notice: Direct Messaging Access Issues

We are currently experiencing ongoing issues with Direct Messaging. Users have reported login errors, inconsistent loading behavior, and the need to clear browser cookies to access the service. In some cases, Direct Messaging fails to refresh without logging back into RHIO.

We are working closely with the vendor as these issues are actively investigated. We apologize for the inconvenience and appreciate your patience as we work toward restoring full functionality.

Services Affected:

  • Direct Messaging
  • Alert Notifications

For assistance, please contact RHIO Support:
📧 support@grrhio.org
📞 (877) 865-7446

Further updates will be posted here as they become available.

Sincerely,
RHIO Support Team

Rochester RHIO provides around-the-clock service to our participants. We have a dedicated team managing our Support Center phone lines, email inquiries, and support tickets through our website. RHIO Community Services Support Staff are also available for urgent issues outside of regular business hours. Our regular business hours are Monday - Friday, 8:00 a.m. - 5:00 p.m. For after hours support, callers are prompted to leave a message for non-critical inquiries. Our Support Center serves both providers and patients.

To submit a Support Ticket, please login into the Provider Portal.

For further assistance, call the Rochester RHIO at 1-877-865-7446 (RHIO). Fax: 585-410-6801

Training

Rochester RHIO provides onsite training and web-based training to assist physicians and office staff with incorporating RHIO software tools into their daily workflow. RHIO supplies each office with patient communication materials outlining the value and capabilities of our community health information exchange. These materials aid in patient education efforts by detailing the value of patient participation.

In order to use Rochester RHIO's clinical query portal, each user is required to complete initial training. RHIO users are also required to complete annual refresher training to review RHIO policies and services along with HIPAA compliance. Refresher training can be completed online, by participation in a webinar, or through an onsite training session administrated by RHIO staff. When completing any RHIO training, the user must attest that the training activity was completed.

If you would like specific information on training, contact your Regional Account Manager or our Support Team at 1-877-865-7446.