Frequently Asked Questions | FAQs

MEMBERSHIP | EDUCATION | CERTIFICATION | RECERTIFICATION | CEUs

How can I resolve an issue that does not have an FAQ?

• If you have a question that is not answered in this FAQ section. Please use the Contact Us page to let us know the problem.

• We answer all inquiries by email to keep accurate records of conversations.

• Submitted questions and reviewed and used to enhance the FAQs.

What are the three types of membership?

• Physician/Admin, Partner, and Lite. All are described in the Join Us section.

• PAHCOM memberships are gated areas for access to resources. Our primary focus is on Physicians and Administrative Leadership within medical practices.

• We also offer services to Partners, generally vendors or fellow associations wanting to connect with and support the smaller medical practice community.

• Thirdly and recommended for anyone interested in our industry, Lite membership is available for only $9/mo and includes The PAHCOM Journal, Education Calendar, Partner Directory, and more. Both Physician/Admin and Partner memberships include Lite membership benefits. If you join Physician/Admin and/or Partners, you DO NOT need to join Lite as you will already have those benefits.

How do I know what’s included in my membership?

• The Dashboard for your subscription is the best resource for seeing what you can access within each member area. Dashboards can be accessed from the header of every page on the website.

• Alternatively, click on the “Account” tab on the header and then click “Digital Products”. Your subscriptions will be displayed. Click “View” to go directly to a member area.

How can I tell what memberships I have already joined?

• Once you have signed in with your email address and password, the webpage header will show the word “Account” Click it, and a menu will pop out with your account details, including what you have paid and when, etc.

• While we recommend you know how to get there, you can also use this direct link - https://my.pahcom.com/account/memberships

Can I purchase an annual membership?

• Physician admin, Lite and Partner memberships are all billed on a monthly basis.

• Certified members belonging to the CMM VIP & HIT VIP groups are billed on an annual basis for recertification.

Where are the menus?

• Memberships have their own menus for services that are specific to that member type. Select “Account” from the top of the webpage, and your membership types will pop out.

• The Dashboards link in the header of all pages will give you access to the member areas you have a subscription for. The main menu displays publicly viewable information.

• The footer has basic menu items for the most popular pages.

• Lastly, social media and menu links are in the header of every PAHCOM page.

I set up my email but I still don’t have member access.

• Creating an account only means you’ve provided an email address. Accounts do not require payment.

• Access to services comes with joining a member area. If you have not joined anything, your account alone will not give you access to any of the member services.

• Here is a link to the two best pages for understanding the various options for access and what’s included where.

  • https://my.pahcom.com/join

  • https://my.pahcom.com/menu

How do I update my credit card information?

• Log into your account > settings > payment

• Select a payment method to edit or delete it.

• Click “ADD NEW PAYMENT METHOD” input and save a new card

  • You can have multiple cards saved in your profile.

  • Different subscriptions can be linked to different cards.

• If you have multiple subscriptions, check the card associated with each subscription to ensure it’s correct.

What if my membership is on a company credit card?

• Always make sure you are using a payment method that is legally authorized. Most practices cover membership dues and certification-related expenses. Remember that PAHCOM membership and VIP recertification are recurring payments, so if you change employers, you'll need to update your payment information to avoid unauthorized use.

• Employers, please note that membership and certification status is specific to the member, regardless of who makes the payments. It is a good idea to address company credit card use in your practice policies and employee handbook.

• Unauthorized use of a credit card may be a criminal offense and should be reported to the police. It is best to have a clear policy surrounding practice credit cards, their use, and termination policies, including canceling any previously authorized use.

How do I change my email address on file with PAHCOM?

• Log into your account, click “Account Settings” at the bottom of the open panel on the right. Click “Profile” in the window that opens with your account details.

• Click on the email address displayed

• Underneath the current email address are two lines, one to input your new address and the second to confirm the details.

• Finally, input your Password and save the change.

I don’t have access to the email address I used to set up my account?

• Email addresses and passwords can only be changed by the account holder.

• If you no longer have access to the email address used to set up the account. Please email us using the contact link and provide us with the old email address, as we will need to cancel the old account.

• You will then need to set up a new account using the new email address. We will provide you with a discount code for the transition period, so you don’t pay twice for the overlapping membership.

My membership was canceled, and I don’t know why?

• PAHCOM uses a third-party billing provider to handle membership charges.

• The billing system will attempt to process the payment 5 and 10 days after the original payment schedule.

• If a payment fails, you will receive an email informing you there is an issue after each failed attempt.

• If the system can not process the payment after 10 days, the system will automatically cancel the membership

• To resolve the issue, verify your payment details and rejoin the member area.

What are the membership cancelation terms?

• There are no cancelation terms. You can cancel at any time without penalty.

• There are also no refunds. Once the transaction is processed, it is final. Please do not ask us to go back and undo previous purchases.

• Since all membership types are month-to-month and have no cancelation terms, it’s easy to manage.

How can I cancel my membership?

• Go to your Memberships (https://my.pahcom.com/account/memberships) and select the membership you want to cancel.

• Select “Go Manage Subscription” at the bottom of the list.

• Select “Cancel Subscription”.

• Be advised that canceling membership prevents any new charges to your account for that membership. It does not remove previously completed transactions.

• If you cancel your membership you will still have access to the PAHCOM platform for the remainder of the membership period paid for.

• If you request PAHCOM staff cancel your membership, you will lose access to the platform immediately.

What can I use InHealth vouchers for?

• InHealth vouchers can be submitted to PAHCOM and redeemed for a digital gift card.

• The physical voucher must be submitted and received by PAHCOM at least ten days before the expiry date.

• Digital gift cards can be used in the PAHCOM store and can cover your certification exams and study guides! We regret that since 2020, vouchers are no longer applicable to subscription items including memberships and VIP recertifications.

How long will my study guide order take?

• When we receive a study guide order, allow us three business days to process the order and get it in the mail for you.

• Mailing times will vary depending on your location (most orders are received approximately a week from the order date).

• From the time you complete your order, add the process time plus the mailing/shipping time. It’s usually around 5 business days total.

• Note that study guides are available immediately via Kindle (which can be viewed on any device and doe not require a Kindle). This is a great option if you reside outside of the U.S as there are no shipping costs.

How do I know if I am ready to take an exam?

• We suggest taking the free quiz to see if you have a good understanding of the content you will be tested on.

• CMM Quiz

• HITCM-PP Quiz

I have management experience in a veterinary clinic. Does this count towards the requirements to take the CMM or HITCM-PP exam?

• We respect and applaud our counterparts who work in a veterinary setting. However, this experience does not satisfy the PAHCOM certification requirements.

Do I have to be a PAHCOM member to be certified?

• No. National accreditation standards require us to make the certification available to everyone who meets certification qualifications. Anyone meeting the qualifications may sit for the CMM and/or HITCM-PP exams, regardless of membership status.

• Physician Admin members receive 50% off of the exam and the option to recertify via CEUs vs. retesting. Membership must be continuous in order to qualify for this benefit.

• After being approved to take an exam, a candidate is issued an exam voucher. The voucher is valid for 3 months.

I was originally certified under the credentialed member program. Do I need to maintain a physician/admin membership?

• Yes. Credentialed members must be continuously active physician/admin members. A gap in membership will result in decertification.

• Credentialed members wishing to be credentialed non-members are encouraged to submit an application for the non-member CMM or HITCM-PP exam.

I passed my CMM/HITCM-PP exam but am not a Physician and administrative leadership group member.

• If you are a member of a VIP group but not a member of the Physician and administrative leadership group. You are decertified, as there is a requirement to maintain continuous membership. This can be resolved using the Gap Forgiveness program. Visit the appropriate VIP area for details on how to get back on track.

• CMM VIP

• HIT VIP

How can I check when my CMM or HITCM-PP recertification is due?

• Log in and navigate to “Account” at the top of the PAHCOM homepage. A window displaying your active subscriptions will open on the right side of the page.

• Select the certification in question (CMM or HITCM-PP) and then click “Manage Subscription”

• Look for the “Next Order” date. This is your annual recertification date. You must submit your CEU log on or before this date.

• The credit card associated with the subscription will automatically be charged on your recertification date.

What is the period for recertification?

• CMMs and HITCM-PPs must recertify each year.

• The recertification period ends on your CMM or HITCM-PP “Renewal Date” and includes the 12 months prior.

• Recertification is required every 12 months and 12 CEUs must be submitted via the provided CEU log template.

How many CEUs do I need to submit for recertification?

• A minimum of 12 CEUs mist be submitted annually.

• Of the 12 CEUs, a minimum of 6 must be PAHCOM approved.

I am a credentialed member. If I cancel my physician/admin membership, can I remain certified and then rejoin in time to submit my CEUs and recertify?

• No. Credentialed members must be continuously active physician/admin members. A gap in membership will result in decertification.

• Becoming a member again after a greater than 30 day gap does not reinstate credentials. Retesting is required.

• Non-member certification status requires retesting annually, even if you used to be a member and tested previously.

Where do I recertify?

• Recertification is submitted online. Certified professionals have VIP access to their certified dashboard (CMM VIP, HITCM-PP VIP).

• Certified areas are provided upon certification via subscription to recertification at $37/year.

• CEU logs must be submitted via file upload BEFORE the recertification due date. The upload options are available in the CMM VIP and HITCM-PP VIP dashboards.

• The VIP recertification fee will automatically charged to the card on file associated with the membership.

How do I recertify my CMM or HITCM-PP?

• Recertification options vary between member and non-member certification programs. Applicants must choose to apply for either the member program or the non-member program. Applications for each are on the CMM and HITCM-PP pages.

• Credentialed members must maintain continuous physician/admin membership and recertify via CEUs each year.

• Credentialed non-members must recertify via retesting every year.

• The CMM and HITCM-PP VIP pages are where you can find a CEU log template and the uploader to submit your completed CEU log.

• The other two memberships (Lite and Partner) are not eligible for credentialing benefits unless combined with physician/admin..

My recertification is due soon, and I do not have enough CEUs.

• There are always new events being added to the education calendar as hosts submit them to PAHCOM. Checking the calendar on a regular basis will give you advance notice of events suitable upcoming events.

• Many PAHCOM partners offer On-Demand education. You can consume this education at a time that is suitable for your schedule. This On-Demand education typically has a quiz associated to verify the consumption of the material. When the quiz is passed, a CEU certificate will be issued. Visit “CEUs | Where can I find” them to locate the On-Demand page

What happens if I am audited?

• PAHCOM audits 10% or more CMMs and HITCM-PPs annually.

• If audited, you will be asked to upload certificates or other proof of attendance for each CEU claimed on your CEU log for the period being audited.

• Failing to provide the necessary documentation may result in decertification.

• Documents must be uploaded in electronic format. Postal mailed documents cannot be accepted.

I am certified but not a PAHCOM member, how do I recertify?

• Recertification requires that you retest every year on or within 60 days prior to your original certification anniversary.

• Recertification test fees are discounted 50% when you register 30-90 days in advance of your deadline anniversary date. Click here to register for non-member recertification.

• There is no additional recertification fee beyond the exam. You must pass the exam in order to be recertified. There are no free do-overs, although the 50% discount may be applied in the event a do-over is necessary and there has not been more than a 30-day gap in certification.

• Failure to meet recertification requirements results in decertification. Only actively certified professionals are authorized to use the credentials CMM or HITCM-PP after their name.

Where can I obtain CEU credits?

• Events submitted to PAHCOM are listed on the education calendar.

Where can I get a CEU log?

• PAHCOM provides a CEU log template for both the CMM and HITCM-PP. They are two tabs in the same workbook. If you don’t need one or the other, simply ignore or delete the additional tab.

Can I log my CEUs as I go?

• Yes! Logging your CEUs as you earn them each month is the BEST way to ensure you are ready for recertification.

• PAHCOM offers certified members in good standing cloud (Google Drive) access to your CEU Log. Otherwise, we highly recommend you maintain your log on whatever cloud or backed up system you normally use (Google Drive, Backed up home/work hard drive, One Drive, Dropbox, etc.)

• Regardless of where you maintain your CEU Log throughout the year, you must submit it via CMM VIP or HITCM-PP VIP annually.

How can I tell if a CEU is PAHCOM approved?

• All events listed on the PAHCOM education calendar are approved and can count towards your CEU requirement.

Do I have to submit proof of attendance certificates with my CEU log?

• While you do need to have proof, you do not need to upload certificates with your log at recertification time.

• PAHCOM certifications are subject to audit and you may be asked at any time to submit proof of attendance. Make sure you can justify every CEU logged on your spreadsheet.

Do I need to keep certificates of attendance? I noticed they’re not required in the log.

• Yes, you absolutely need to keep certificates of attendance or other verification from the CEU hosting instructor or company representative.

• You are required to have proof of attendance.

• If the CEU is an approved PAHCOM On-Demand CEU, then you must be able to provide your passing score report as verification.

I received an email from the CEU host company thanking me for attending a CEU event. Is that verification of attendance?

• Yes, as long as it clearly states attendance and not just registration. Do not confuse them. Registering is not the same as attending. The verification must be for attendance.

• You must also keep the headers of the email intact such that it’s clear that it is to you. Your name or email address on file with PAHCOM must be included.

Can I use the brochure or other CEU event announcements to claim CEUs or verify attendance?

• No.

• Proof that an event was held in no way verifies your attendance. You must have verification of your attendance.

I attended a webinar but didn’t receive my CEU certificate.

• Webinar hosts are responsible for CEU certificate distribution. If you have not received your certificate after a few days, you should contact the event host. The host’s information can be found on the event listing in the education calendar. Scroll down until you see dates with a line through them to see events that have already taken place.

• It’s important to note that you should log into an event with the email address used to register for the event. It will be easier for the host to verify your attendance and issue your certificate.

• Certificates can only be issued to verified attendees. If two people share a computer to watch an event, only the attendee whose email address was used to log into the event can be issued a certificate.

• Please allow 3 business days from attendance of an event to receive your CEU certificate before contacting the host.

Updated 240125 | Public