Health Care Facility | Insurers | Related Initiatives
Health Care Facility | Insurers | Related Initiatives  

Authorizing Officer Information

The Authorizing Officer, or AO, is the person who signs the HCAI Enrolment Form. The AO should be someone who is involved in the day-to-day management of your Health Care Facility. Explore the side menu for step-by-step text and video instructions on updating your Facility’s AO information.

What is the AO Responsible For?

The AO receives your Facility’s first HCAI user profile and is responsible for:

  • Setting up all of your Facility’s other users in the HCAI system
  • Keeping your Facility’s HCAI account information up-to-date
    • Your Facility’s Associated Provider list should reflect only those Providers currently offering treatment on behalf of your Facility. Learn how to remove a provider here.
    • Your Facility’s User list should reflect only the current HCAI users at your Facility. Learn how to deactivate a user here.
  • Understanding and keeping records of HCAI’s Terms and Conditions (printed and signed when you first became AO) and the Affiliated Provider and Dependent Provider Terms and Conditions.
  • Sharing HCAI communications with users at your Facility
    • As a system mandated by the Financial Services Commission of Ontario, HCAI must inform you of any changes to the HCAI application, most often occurring during HCAI System Releases. Changes might impact user experience, rules, or restrictions within the application.

You can read more about AO responsibilities here.

Authorizing Officer Information

Change Authorizing Officer Name

Change Authorizing Officer's Name

Only users with the Facility Administrator role may update Authorizing Officer information. When logged in to HCAI, Facility Administrators are able to view the Manage tab and the Facility Management sub-tab.

When you change the name of the AO in HCAI, the contract signed by the previous AO is invalidated. As a result, the Facility status will change to “Not Approved” and you will be unable to submit forms until a new contract, signed by the new AO, is received and processed by HCAI Facility Enrolment.

Changing the spelling of the AO’s name will constitute a “name change” and will invalidate the contract. This includes AOs who wish to update only their last name in HCAI. If the AO will remain the same but you wish to update the spelling of their name, please proceed with the following steps.

Important: Before you change the Authorizing Officer’s name, you must first add the new AO as a user in HCAI with the User and Facility Administrator roles assigned. View the Add a User eLearning to learn how to add a new user.

If the new AO already has a user account, their account must be updated with correct name spelling and assigned the Facility User Administrator and Facility Administrator roles. View the Update User Role/Level of Access eLearning to learn how to update these roles.

Once the new AO user account has been added, or if the AO already has a user account with the correct spelling and Facility User and Facility Administrator roles assigned, you may proceed with the following steps.

  1. Log into HCAI
  2. Go to the Manage tab and the Facility Management sub-tab (View screenshot)
  3. In the Facility Management sub-tab, scroll down to the Authorizing Officer section. (View screenshot)
  4. Enter the name of the new AO.
  5. HCAI will validate that the first name, last name and email address of the new AO match an existing user in HCAI with User and Facility Administrator roles assigned.
  6. Once the new AO has been validated, a notice will appear, stating “Facility details successfully updated. A new enrolment form must be submitted before the facility can be approved.”
  7. When the AO name is changed, the facility will be “not approved” and unable to submit forms.
  8. The new AO must download the registration details by clicking the “Print Registration Form” button under the Enrolment Form section.
  9. Print the new enrolment form.
    • The new AO must sign the form. 
    • When you submit the form signed by the new AO, check “Yes” in Section D to indicate the form is being submitted for a change of AO.
  10. Fax the signed form to 416-497-6505 or email it to facilityenrolment@hcaiinfo.ca.

After the form is received, the Facility will typically be reactivated within 24 hours.

Authorizing Officer Information

Change Authorizing Officer Email

Change the Email of the Authorizing Officer

Only users with the Facility Administrator role may update Authorizing Officer information. When logged in to HCAI, Facility Administrators are able to view the Manage tab and the Facility Management sub-tab.

Changing the Authorizing Officer (AO) email is a three-step process.

  1. First, you must update the AO’s user account with the new email address.
    • If you are trying to appoint a brand new AO with no existing user account, this process involves different steps. View the Change AO Name eLearning to learn how.
  2. Next, change the AO email address in the Facility Management sub-tab.
  3. Finally, complete the Facility Email Change form and email it to facilityenrolment@hcaiinfo.ca or fax to 416-497-6505.

1. To update the AO's user account with the new email address:

  1. Log in to HCAI.
  2. Go to the Manage tab and User Management sub-tab.
  3. In the Search box, select “Active”, enter the last name of the user and click “Search”.
  4. Click the name of the user on the Search Results screen.
  5. From the Add/Edit User screen, update the email address for the Authorizing Officer. (View screenshot)
  6. Ensure the user has the Facility Administrator and Facility User Administrator roles assigned.
  7. Press the “Submit” button, review the confirmation screen and press “Submit” again.

2. Next, change the AO email address on the Facility Management sub-tab.

  1. Go to Manage tab and Facility Management sub-tab.
  2. In the Authorizing Officer section, change the email address. (View screenshot)
  3. Scroll to the bottom of the page and click “Save”.
  4. Business rules in HCAI will validate that the first name, last name and email address of the new AO match an existing user in HCAI with User and Facility Administrator roles assigned.
  5. Once the new AO email address is validated, the changes will save.

3. Finally, complete the Facility Email Change form and email it to facilityenrolment@hcaiinfo.ca or fax to 416-497-6505.

Authorizing Officer Information

My Old AO Left – Can I Appoint a New AO?

Typically, the old Authorizing Officer should be the person to update the new AO information. Users without the Facility Administrator role are not able to make these changes.

However, once in a while an AO might leave a Facility without updating the AO name and email address. In this case, another user at your Facility should contact the HCAI team via the Contact Us form (under "I still need help with HCAI"). We’ll send you a form and get things updated.

Authorizing Officer Information

The Authorizing Officer, or AO, is the person who signs the HCAI Enrolment Form. The AO should be someone who is involved in the day-to-day management of your Health Care Facility.

Jump to:

What is the AO Responsible For?

The AO receives your Facility’s first HCAI user profile and is responsible for:

  • Setting up all of your Facility’s other users in the HCAI system
  • Keeping your Facility’s HCAI account information up-to-date
    • Your Facility’s Associated Provider list should reflect only those Providers currently offering treatment on behalf of your Facility. Learn how to remove a provider here.
    • Your Facility’s User list should reflect only the current HCAI users at your Facility. Learn how to deactivate a user here.
  • Understanding and keeping records of HCAI’s Terms and Conditions (printed and signed when you first became AO) and the Affiliated Provider and Dependent Provider Terms and Conditions.
  • Sharing HCAI communications with users at your Facility
    • As a system mandated by the Financial Services Commission of Ontario, HCAI must inform you of any changes to the HCAI application, most often occurring during HCAI System Releases. Changes might impact user experience, rules, or restrictions within the application.

You can read more about AO responsibilities here.

Change Authorizing Officer Name


Only users with the Facility Administrator role may update Authorizing Officer information. When logged in to HCAI, Facility Administrators are able to view the Manage tab and the Facility Management sub-tab.

When you change the name of the AO in HCAI, the contract signed by the previous AO is invalidated. As a result, the Facility status will change to “Not Approved” and you will be unable to submit forms until a new contract, signed by the new AO, is received and processed by HCAI Facility Enrolment.

Changing the spelling of the AO’s name will constitute a “name change” and will invalidate the contract. This includes AOs who wish to update only their last name in HCAI. If the AO will remain the same but you wish to update the spelling of their name, please proceed with the following steps.

Important: Before you change the Authorizing Officer’s name, you must first add the new AO as a user in HCAI with the User and Facility Administrator roles assigned. View the Add a User eLearning to learn how to add a new user.

If the new AO already has a user account, their account must be updated with correct name spelling and assigned the Facility User Administrator and Facility Administrator roles. View the Update User Role/Level of Access eLearning to learn how to update these roles.

Once the new AO user account has been added, or if the AO already has a user account with the correct spelling and Facility User and Facility Administrator roles assigned, you may proceed with the following steps.

  1. Log into HCAI
  2. Go to the Manage tab and the Facility Management sub-tab (View screenshot)
  3. In the Facility Management sub-tab, scroll down to the Authorizing Officer section. (View screenshot)
  4. Enter the name of the new AO.
  5. HCAI will validate that the first name, last name and email address of the new AO match an existing user in HCAI with User and Facility Administrator roles assigned.
  6. Once the new AO has been validated, a notice will appear, stating “Facility details successfully updated. A new enrolment form must be submitted before the facility can be approved.”
  7. When the AO name is changed, the facility will be “not approved” and unable to submit forms.
  8. The new AO must download the registration details by clicking the “Print Registration Form” button under the Enrolment Form section.
  9. Print the new enrolment form.
    • The new AO must sign the form. 
    • When you submit the form signed by the new AO, check “Yes” in Section D to indicate the form is being submitted for a change of AO.
  10. Fax the signed form to 416-497-6505 or email it to facilityenrolment@hcaiinfo.ca.

After the form is received, the Facility will typically be reactivated within 24 hours.

Change Authorizing Officer Email


Only users with the Facility Administrator role may update Authorizing Officer information. When logged in to HCAI, Facility Administrators are able to view the Manage tab and the Facility Management sub-tab.

Changing the Authorizing Officer (AO) email is a three-step process.

  1. First, you must update the AO’s user account with the new email address.
    • If you are trying to appoint a brand new AO with no existing user account, this process involves different steps. View the Change AO Name eLearning to learn how.
  2. Next, change the AO email address in the Facility Management sub-tab.
  3. Finally, complete the Facility Email Change form and email it to facilityenrolment@hcaiinfo.ca or fax to 416-497-6505.

1. To update the AO’s user account with the new email address:

  1. Log in to HCAI.
  2. Go to the Manage tab and User Management sub-tab.
  3. In the Search box, select “Active”, enter the last name of the user and click “Search”.
  4. Click the name of the user on the Search Results screen.
  5. From the Add/Edit User screen, update the email address for the Authorizing Officer. (View screenshot)
  6. Ensure the user has the Facility Administrator and Facility User Administrator roles assigned.
  7. Press the “Submit” button, review the confirmation screen and press “Submit” again.

2. Next, change the AO email address on the Facility Management sub-tab.

  1. Go to Manage tab and Facility Management sub-tab.
  2. In the Authorizing Officer section, change the email address. (View screenshot)
  3. Scroll to the bottom of the page and click “Save”.
  4. Business rules in HCAI will validate that the first name, last name and email address of the new AO match an existing user in HCAI with User and Facility Administrator roles assigned.
  5. Once the new AO email address is validated, the changes will save.

3. Finally, complete the Facility Email Change form and email it to facilityenrolment@hcaiinfo.ca or fax to 416-497-6505.

My Old AO Left – Can I Appoint a New AO?

Typically, the old Authorizing Officer should be the person to update the new AO information. Users without the Facility Administrator role are not able to make these changes.

However, once in a while an AO might leave a Facility without updating the AO name and email address. In this case, another user at your Facility should contact the HCAI team via the Contact Us form (under "I still need help with HCAI"). We’ll send you a form and get things updated.

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