MyChart Basics
What is MyChart used for?
MyChart is an online patient portal used to manage health care, including viewing medical records, scheduling appointments, messaging providers, and paying bills.
How many identifiers do we need to verify before assisting?
Verification for each client differs.
The following Answers will be accepted:
Name, Date of Birth, Address, Telephone Number, PCP, Email, Last four of SSN, Date of last visit, or Medical Record Number.
Which feature allows patients to schedule visits online?
The Appointments feature in MyChart.
What’s the first step if a patient can’t log in?
Confirm their username and that they are using the correct website or app.
True or False: MyChart allows bill payment.
True.
True or False: MyChart is only available through a web browser.
False. MyChart is available both through a web browser and a mobile app.
True or False: A patient can provide 3 out of 4 required identifiers. You can proceed to assist the patient in accessing their account.
FALSE
True or False: Patients can cancel appointments through MyChart.
True.
What is the password reset process?
Use the Forgot Password link or assist with verification to initiate a reset.
What payment methods are available through MyChart?
Credit/debit cards, and in some cases, electronic checks.
Name one feature patients can use in MyChart.
Scheduling appointments, viewing test results, messaging providers, or paying bills.
What must you confirm before discussing patient info with a caller?
Their Identity
What do you do first if a patient can’t schedule an appointment?
Confirm they are connected to the correct organization in their MyChart account.
Where do we document troubleshooting attempts?
In the ticketing system (e.g., ServiceNow).
Scenario: A patient wants you to take their payment over the phone because they are unable to pay it via MyChart.
Transfer to the organization’s billing or patient financial services department.
What is needed to activate a MyChart account?
An activation code or invitation, plus verified personal information.
For some clients, patients can use the No Activation code link and set up an account using their basic information.
Why is verification important before account help?
Verification is important to protect the patient’s privacy and ensure we are speaking with the correct person before accessing or discussing sensitive health information.
True or False: You can schedule an appointment for a patient.
FALSE
Scenario: Patient reports they are not getting their 2FA—what do you do next?
Verify the patient, then ask if they are trying to get their code via text or email.
Scenario: A payment won’t process—what should you check?
Verify that the billing account is correct and that the payment information is valid.
How does MyChart improve patient care?
It gives patients easier access to their health information, promoting better engagement.
Scenario: Caller cannot verify their identity—what’s the correct response?
I'm sorry, but unfortunately, I won’t be able to assist you without fully verifying your identity. Please contact your provider’s office to update your demographic information on file.
Who do we escalate to for appointment scheduling problems?
The provider’s office or scheduling department.
Scenario: A patient wants you to assist with updating her PCP on file.
Let the patient know that we are unable to update the PCP on file and to contact her provider's office for more assistance.
Who do we escalate billing-related MyChart issues to?
The organization’s billing or patient financial services department.