MyChart FAQ Grid
Frequent Asked Questions by Patients	Agent Facing FAQ
Citrix Website	https://4cornershome.ccf.org/vpn/index.html
What is the phone number patients will call to receive support for MyChart - Phone Number
	Ohio:  216.444.1740
What is the email address patients can email for MyChart support or access request - email address	MyChartSupport@ccf.org
IT Help Desk Phone #	216-448-3109, option 2.
Link to MyChart Website	https://mychart.clevelandclinic.org/
Organization branded name for MyChart	MyClevelandClinic MyChart
Is there a PRD login for MyChart that allows us to see a test patient for training and reference purposes? Please provide log in and password.	mychart.clevelandclinic.org    MyChart ID: helpdesk09     Password:  help1234
Main Web Page	ccf.org
Medical Records Phone Number	216.444.5580
Patient Complaints regarding Quality of Care	216-444-2544
Medical Records Web Page	https://my.clevelandclinic.org/help/medical-records-faq
Registration Phone Number	866-320-4573  (CCF Appointment Center) NOTE: If we are not able to verify a patient call 216-448-3109, option 1.
Billing Phone Number (s) & Website	Toll Free: 866-621-6385 Local: 216-445-6249 International: 216-636-3020 (M-F 8A-4:30P)
Patient Relations Contact Information	216-444-2544
Is Multilingual Versions available in MyChart? (different language options)	Yes, Spanish option available. As a side note, MyChart only allows patients to change the language to Spanish on the website, not the mobile app. Spanish is also the only alternative language available. Also, I believe that only MyChart workflow data is in spanish.  Dr Contes, results, etc are not covnereted to Spanish.  Just core text
Interpreter Services Phone Number (is a code or pin required?)	Foreign language interpretors available through Pacific Translators, 216-445-8900.
COVID Vaccine Hotline Phone Number	COVID Hotline is not avilable. Patient's should schedule through MyChart.
Other patient portals used by Organization (other than MyChart). If yes, please provide contact information callers can be referred to.	Martin Health merged April 22nd, 2023
Technical Issues - in the event that either Citrix/MyChart expereince a system outage, how should that be reported?	CCF Techincal Support/Tier 2: 216-448-3109, option 2.
Technical Issues - when we receive reports of invividual or multiple patients facing technical issues related to MyChart, how should those be reported? i.e. ServiceNow, call ticket into IT.	If multiple patients are facing technical issues related to MyChart, that should be reported to the Cleveland Clinic IT Service Desk at 216-448-3109, option 2.
Handling HIPAA Issues
If the medical information doesn't belong to the patient in MyChart, who can the patient contact to make the changes/corrections and report this HIPAA Issue?	EMR Corrections team:  216-636-2020
	M-F, 8am-4pm
	Patients with concerns about privacy/HIPAA violations should call the Privacy Office at 216-444-1709 or patient can reach out to HDSMyPracticeEMR@ccf.org.
Is there a formal process we should follow when we receive reports of HIPAA Issues/Privacy Concerns in MyChart? (i.e.Patient has another patient's medical records in their MyChart)	Instruct that patient to contact the EMR corrections department to request an Amendment of Health Information. The phone number for this department is 216-636-2020 or direct the patient to locate the Amendment of Health Information from on clevelandclinic.org
Should agents deactivate MyChart accounts immediately with a HIPAA issue is reported?	They can do so at the patient's request. They can also offer to change the MyChart Username and Password.
If a proxy account is incorrectly setup on the wrong's patient's account, Can agents remove the incorrect proxy account on file? If not, how should agents handle this issue?	NO. All proxy issues are handled by Cleveland Clinic's Health Data Services.  Phone number:  216-444-4638.  Agents do not have the Epic Security Rights to add/remove proxy accounts, nor do they have permission. While agents cannot revoke access themselves, they can walk a person through how to revoke access to the proxy on MyChart. They would go on either the Epic MyChart app or the website, go to Menu - Share My Record - MyChart Caregiver Access, and then beside the person's name hit Revoke Access.
If a user has privacy concerns, is there a privacy officer they can contact?	The Cleveland Clinic Office of Corporate Compliance (a.k.a.: Privacy Office), 216-444-1709.
	Florida Privacy Office: Refer to Maureen McCarthy 954-659-6165
Someone else accessed my MyChart account, how is this reported?	Patients with concerns that records have been improperly accessed: Refer to Privacy Office, 216-444-1709. The Privacy Office will file request for audit trail with IT Security as necessary.
If a caller states they are receiving MyChart Notification Emails for another patient, how should this be handled?	Send to IT Service Desk, 216-448-3109 OPTION 1.  L2 Clinical can remove the email address and mark a note "renew email" so front end can verify and update the email address.
MyChart Activation Questions
What Information is required to verify a caller's identity over the phone? Nuance standard to confirm: Full Name, Date of Birth and Address and/or Last 4 digits of SSN.	* Three pieces of information are required for verification:  1) Full name, 2) Date of Birth, 3) Either last 4 of SSN or MRN (if SSN is generic).
	* A Cleveland Clinic MRN can take several forms:  8 digits is standard and displays on Epic patient lookup screen.  However, Florida patients at Indian River or Weston might give a 7 digit MRN which is cross-referenced with the 8-digit number.  Other associated hospitals might have 6 digits cross referenced against the 8-digit number.
	If you are unable to VERIFY the patient, WARM TRANSFER to CCF TIER 2 - 216-448-3109, OPTION 1.
	* If a caller is assisting a patient with MyChart access/information, verification must be done off the patient whose record needs to be accessed, and the patient must be able to speak for themselves without prompting or coersion.
	* Cleveland Clinic provides care in multiple areas of Florida.  Patients of Cleveland Clinic Martin Health System will often call the Ohio support number.  They are patients of Cleveland Clinic, but the Martin Health system is currently on a separate instance of EPIC, so their MyChart support is separate from support provided to other areas of Florida. (This is set to merge on 4/22/23) Phone is:  772-419-2232
	* Note:  In instances where two patients have similar names and/or demographic information, any other information can be used to further confirm the correct medical record if needed (address, email address, phone number), but is not required.
What information is required for a patient to sign up for MyChart?	If calling in, verification points above.  Some patients may have an Activation Code, but that is not required for sign-up.
	If using an activation code, DOB formatted as mm/dd/yyyy and the last 4 of their SSN on their Epic record.In the event the patient attempts to sign their self up manually prior to calling, the patient can use their MRN, billing account number, or an activation code they can find on an after visit summary (within 30 days of it being initially generated), or if they have none, they can search for their record using their SSN. Otherwise, they can just use their name, address, dob, gender, and contact info (phone number). If all else fails,  we can either email them an activation link or provide them an activation code and walk them through the process.
If applicable: Issues creating an account due to generic social security number on file. Does your organization use a generic social security number for patients? If so, what number(s) are used?	CC uses several different generic SSN's.  Generally 222-22-2222, 999-99-9999, 111-11-1111, although other sets of repeating digits are occasionally used but cannot be used for identity verification.  If a patient has a generic SSN in their medical record, they generally are not aware that is the case. If we cannot verify, we must transfer to 216-448-3109, option 1.
If applicable: Can we provide the patients with the generic social security number on file to create their MyChart account?	Yes, if they have been verified by Full name, Date of Birth, and MRN, and per the rules on line 33.  And when they elect not to have their SSN updated on their Epic record -- meaning the Appointment Center gave them their MRN.The generic SSN canot be used for identity verification.  Ie 9999, 2222 is not considered an identifable piece of information to meet the requirement
What if a patient refuses to enter in the last 4 numbers of their SSN during the activation process, can they be given a generic SS#? If so, where should we refer patients to get this information?	If a patient refuses to enter the last 4 numbers of their SSN during the activation process, a MyChart agent could switch to activating the account by sending an email to the patient.  Activation by email only requires the patient enter a username, a password, their Date of Birth and their email address.   Their SSN and Activation code are hidden during that method of activation.
	This information is only hidden for 30 minutes; after 30 minutes the activation code reverts to asked for the DOB and last four of the SSN. The generic SSN canot be used for identity verification.  Ie 9999, 2222 is not considered an identifable piece of information to meet the requirement
If applicable: Can we provide the patients with MRN on file to create their MyChart account?	CAUTION: We are not permitted to provide MRN's for patients, UNLESS that have verified their account by providing their Name, DOB and last 4 digits of their SSN and provided an alternate MRN. ONLY when those items are confirmed, we may provide the Main Campus MRN. However, best practice will be to WARM TRANSFER to Tier 2 at 216-448-3109, OPTION 1.
If applicable: Can the MyChart Support Desk provide patients with an activation code over the phone via text, or email?	Yes, via Phone (verbally) or Email only. NO TEXT.
Can a patient request an activation code via the MyChart website?	Yes.
Will Instant activation be available and used?	Yes.
What is the time frame before an activation code expires?	30 days
How old is a patient required to be to have their own a MyChart account?	18 years old.
Can we provide a new activation code when the one on file has expired or was lost by the patient?	Yes, via Phone (verbally) or Email only. NO TEXT.
Issues creating an account - what to do if the patient has the wrong social security number/ Date of Birth, Name or MRN on file? Who to contact or what is the process?	Demographics must be updated with the Appointment Center. Experis/Nuance will escalate to 216-448-3109, Option 1.
Who can the patient contact to request an update or change in their demographics, if they do not have a PCP?	Instruct that patient to contact the EMR corrections department to request an Amendment of Health Information. The phone number for this department is 216-636-2020 or direct the patient to locate the Amendment of Health Information from on clevelandclinic.org
If a patient has someone else's information in their MyChart, can we temporarily lock their MyChart account to protect the other patient's information, until the necessary corrections have  been completed to the MyChart account?	NO.  We can reset a password to restrict access and temporarily deactivate the account with a note stating the account is inactive - undergoing EMR corrections
In regards to the above question, do we need to escalate this issue? Or would it be the patient's responsibility to report the issue to the Doctor's office? Medical record dept?	Agents should direct the patient to deactivate their own MyChart account by clicking on Menu > Security Settings > Deactivate Your Account. The patient should elevate their concern to the Cleveland Clinic Privacy Office at 216-444-4638.
Can we correct typos in a patient's demographics records?	Yes, once the patient is verified we may update the email for activation codes. All other demographics should be escalated.
Username Password Reset Questions
Can we reset patient's password? If no, please explain the process	After verification: "* Three pieces of information are required for verification:  1) Full name, 2) Date of Birth, 3) Either last 4 of SSN or MRN (if SSN is generic).
	* A Cleveland Clinic MRN can take several forms:  8 digits is standard and displays on Epic patient lookup screen.  However, Florida patients at Indian River or Weston might give a 7 digit MRN which is cross-referenced with the 8-digit number.  Other associated hospitals might have 6 digits cross referenced against the 8-digit number.
	If you are unable to VERIFY the patient, WARM TRANSFER to CCF TIER 2 - 216-448-3109, OPTION 1.
	* If a caller is assisting a patient with MyChart access/information, verification must be done off the patient whose record needs to be accessed, and the patient must be able to speak for themselves without prompting or coersion.
	* Cleveland Clinic provides care in multiple areas of Florida.  Patients of Cleveland Clinic Martin Health System will often call the Ohio support number.  They are patients of Cleveland Clinic, but the Martin Health system is currently on a separate instance of EPIC, so their MyChart support is separate from support provided to other areas of Florida. (This is set to merge on 4/22/23) Phone is:  772-419-2232
	* Note:  In instances where two patients have similar names and/or demographic information, any other information can be used to further confirm the correct medical record if needed (address, email address, phone number), but is not required.
	We get a LOT of calls for OTHER Hospitals and there are some KB articles to provide assistance to redirect as a courtesy"  After verification, confirm the patient is using the correct username on the account.  To reset a password, provide a temporary password consisting of PatientsLastName+BirthYear (example:  Lastname = Franklin and BirthYear = 1953,  password is franklin1953.  Use all lowercase letters for the last name. It is allowable to shorten extremely long last names; for example Last Name = Vandenlangenber and Birth Year = 1945.  New default password =  vanden1945  )  Stay on the line with the patient until they successfully reset their password.
Can we deactivate their MyChart account per their request? If no, please explain the process	Yes, we can deactivate a MyChart account per the patient's request.
Can a caller, other than the patient request to update patient's login information via phone, if the patient provides verbal consent to the MyChart support agent?	Yes, if the patient has been verified per our criteria. We must verify the patient following our guidelines, and then, once the patient has verified themselves, ask the patient if they give permission to handle the rest of the process with the caller.  Then agents can update the patient's login information.  A third party can request to update patient's login with verbal authorization from the patient that has been verified
Can a caller, other than the patient request to update patient's login information via phone, if the caller has POA? If no, please explain the process	No.  Having POA is not enough qualification for access to a patient's record at Cleveland Clinic.  A person with Power of Attorney would still need a proxy account for access to a patient's medical information through MyChart.  The POA documentation must be submitted with the proxy request.  It is very common for callers to say they have POA. It is never used for verification with us, other than them including POA documentation when submitting the proxy request.
How many characters required for password and is there any other password requirements?	Minimum of 8, maximum of 20 characters.  Password must contain at least one letter and one number.  Password can be all lowercase. Uppercase letters and special characters are not required, but can increase security.
2FA - Is 2-Factor Authentication enabled? Can we turn off for the patient, if requested?	By default, no, 2FA is not enabled.  Yes, it can be turned off for the patient if requested.
Proxy Access
Who can request proxy access?	Parents/Legal Guardians
Who will be responsible for establishing proxy access for patients?	CCF (Health Data Services and Pediatric Offices)
Is there a proxy form required for proxy access?	MyChart Patient: Provide navigation within MyChart to Share My Record > Caregiver Access.
	Non-patient: Provide navigation to FAQ section on MyChart Login Page.
Where to obtain a Proxy Form? MyChart website? Health Provider's office? Please provide details.	MyChart Login Page > FAQ > "MyChart for your Loved Ones" "https://mychart.clevelandclinic.org/Authentication/Login?mode=stdfile&option=faq#CG_how
	(look for the link:  How may I view a family member or loved one's health record in MyChart?)"
Where can the requester send the Proxy Form once it has been completed?	Fax, Mailed or returned in person. (Details avilable on the form)
Could we have a copy of the Proxy Access Form to provide it to patients if requested to us via email?	We can sent the Link or Navigation above (But we will not be assisting with Email at this time.)
If the patient only uses the hospital for services as labs, procedures or other, can they request Proxy access? If yes, what department can assist them in establishing proxy access?	CCF Health Data Services (HDS) at 216-444-4638. They are responsible for all proxy processing, updating and expediting.
Can we provide an activation code to a patient's family member with proxy access on file?
Do you have non-patient accounts for proxy access?	Yes, called "Caregiver Accounts".
Can we change the username for  Non-patient accounts? If no, please explain the process	Yes, after the standard proper verification of the non-patient (Line 33).
Can we reset the password  for  Non-patient accounts? If no, please explain the process	Yes, after the standard proper verification of the non-patient (Line 33) and following our process in line 51
Can we unlock a Non-Patient Account? If no, please explain the process	Yes, after the standard proper verification of the non-patient (Line 33).
Can we deactivate a Non-Patient Account? If no, please explain the process	Yes, after the standard proper verification of the non-patient (Line 33).
Can we reactivate a Non- Patient Account? If no, please explain the process	Yes, after the standard proper verification of the non-patient (Line 33).
Can we deactivate a Proxy for deceased patients?	Patients will automtically be marked as deceased, and their MyChart account and access will cease. Any issues please navigate the patient to Medical Records for assistance with information on their record. NOTE: If patient needs to be marked deceased please place the patient on hold and contact, Administrative Service Center at 216-444-2253. (WARM TRANSFER IF NECESSARY)
Can a Proxy of a patient/MyChart account holder, request the change of username and password of the patient's MyChart account?	Yes, after the standard proper verification of the proxy (line 33).  That isn't a frequent request.  The proxy has their own username and password to their own Mychart account, and typically would only need that username and password changed.
If proxy access is granted to a family member/Legal guardian of patient 13 or older - is the patient required to have an active account for their proxy to have access to the patient's MyChart?	No. Patient must be 18+ to have their own MyChart.
What is the difference in access for proxies by age group? Please provide detailed information. **IS THERE ADULT TO ADULT PROXY ACCESS?	Full Access - 0-18. Adult to Adult access - 18+, also available to be granted through MyChart.
Is there a proxy access chart that provides a detailed list of each access by age group? IF so, please attach a copy of the Proxy Chart you have.	Only two types of access - 0-18 or 18+.
Can a teenager have their own account? If yes, what options/access in MyChart will be available?	No. If an empancipated teen contact the Help Desk, that would be escalated or directed to their Physician's office.
Can Nuance provide teen patients with their activation code?	NO - There are no TEEN ACCOUNTS at CCF.
Can an activation code be provided over the phone to a parent/legal guardian of patients 13 - 17 years old without the teen/patient's verbal consent?	NO - There are no TEEN ACCOUNTS at CCF.
Can a patient's Proxy see the patients billing information and pay the bills? Any age restrictions? Any Insurance restrictions?	Parent must be Proxy and Guarantor of the patient's account, to view billing information. Othewise they will need to contact billing or utilized Guest Pay.
Who should patients/legal guardian contact for Diminished Capacity Proxy Access?	The legal guardian would need to complete and send in the paper proxy request forms for Court-appointed guardian of an adult patient and provide the appropriate paperwork. HDS is responsible to granting the proxy access.
Are psychiatric clinics allowed to grant proxy access to family members/legal guardians?	No. In fact psychaiatric appointments, after visit summaries, and test results are not available to patients in MyChart.
Test Results
What test results will be released for MyChart? Labs, Radiology, Imaging?	Ensure "SHOW HOSPITAL RESULTS" box is checked, if unable to locate results.
	1. Lab and plain film x-ray results will be made available to patients in MyChart on the same day that the test is resulted. Results for these tests will be released on weekends, if applicable.
	2.  Cytology and pathology results will auto-release after a period of 5 days (including weekends and holidays).
	3.  Ambulatory (Outpatient) Release Schedule
	•  Common labs (BMP, CBC*, CMP, TSH, HgA1c, Lipids): immediately
	•  All other labs and plain film x-rays: same day (includes weekends)
	•  All other imaging: 4 business days
	•  Pathology: 4 business days
	•  Procedures: 4 business days
	4. Inpatient  & Emergency Department Result  Release Schedule
	•  Common labs (BMP, CBC*, CMP, TSH, HgA1c, Lipids): immediately
	•  All other labs and plain film x-rays: NEXT day (includes weekends)
	•  All other test results:
	- Will follow the ambulatory schedule while the patient is still admitted
	- Test results that were not already released during the admission will be released 24 hours post-discharge.
	- All pathology results will be released 5 business days post-discharge, if not already released during the admission.
What sensitive results will not be released for MyChart?	Genetic testing results
	Sexually transmitted infection (STI) results for patients under the age of 18
	HIV results (Florida only)
	Autopsies and EEGs demonstrating brain death
	Results related to date rape
	Psychiatric information  NOTE: If the results are older than 3 years, they will need to check with HIMs.
What is the release time for each category?  Regular and abnormal test results? Radiology and imaging results?	Ensure "SHOW HOSPITAL RESULTS" box is checked, if unable to locate results.
	1. Lab and plain film x-ray results will be made available to patients in MyChart on the same day that the test is resulted. Results for these tests will be released on weekends, if applicable.
	2.  Cytology and pathology results will auto-release after a period of 5 days (including weekends and holidays).
	3.  Ambulatory (Outpatient) Release Schedule
	•  Common labs (BMP, CBC*, CMP, TSH, HgA1c, Lipids): immediately
	•  All other labs and plain film x-rays: same day (includes weekends)
	•  All other imaging: 4 business days
	•  Pathology: 4 business days
	•  Procedures: 4 business days
	4. Inpatient  & Emergency Department Result  Release Schedule
	•  Common labs (BMP, CBC*, CMP, TSH, HgA1c, Lipids): immediately
	•  All other labs and plain film x-rays: NEXT day (includes weekends)
	•  All other test results:
	- Will follow the ambulatory schedule while the patient is still admitted
	- Test results that were not already released during the admission will be released 24 hours post-discharge.
	- All pathology results will be released 5 business days post-discharge, if not already released during the admission.
Can patients see images for test results in MyChart?	No. Images must be requested through the MyImages portal (noted on Line 20 above)
Why are certain test results not shared electronically via MyChart?	Review line 85, then direct them to the order provider for more information.
Where can patient's call if the results were not released for MyChart?	If results have not released, the user will have to request manual release from a CCF provider or, if no CCF providers, request a copy of their medical records from the CCF medical records department.
Can the doctors office manually release test results before the scheduled release day?	Yes.
If test results were not released for a patient who does not have a healthcare provider, but he/she was seen at the ER or went to the hospitals to get tests done, who can they contact to get their test results released to MyChart?	If results have not released, the user will have to request manual release from a CCF provider or if no CCF providers, request a copy of their medical records from the CCF medical records department.
If the patient has missing or incorrect information in  their MyChart, who can they contact to request the correction? Please provide details if needed.	1.  The patient can amend their medical records in MyChart (search on the menu for "Amend").
	2. The patient can reach out to their doctor's office and have a member of the clinical staff submit a chart correction request via Epic,
	3.  The patient can email HDSMyPracticeEMR@ccf.org
	4.  The patient can call the EMR Corrections number at 216-636-2020
How far back from the activation date, can patient see test results in MyChart?	3 Years before activation.
Messages
What providers can a patient message using MyChart?	WILL BE CHANGING IN THE NEAR FUTURE: You may message specialty providers you have seen in the last three (3) years. An office visit and examination within this time-frame is essential for your providers to be able to provide accurate responses to medical questions through MyChart. You may message your primary care provider at any time, regardless of when you were last seen. The qualification of "seen in the last three years" means there is an entry in the patients chart of any type of "Office Visit" with the provider.  "Distance Health" visits also qualify as these are generally Virtual Visits.
	Patients new to a providor (first visit) cannot mesaage the providor until after the visist in concluded and finalized. Patients cannot generally message residents, fellows, pharmacists, or RNs.
	Physicians can opt out of the 'message my doctor' functionality at their discretion.
	NOTE: Patients will receive a disclaimer that there may be a fee associated with messaging a physician. That's for them to review and handle with their provider, Help Desk will not handle concerns.
When can I expect a reply to the messages I sent to my doctor?	Your provider or a member of your healthcare team will respond to your message within 3 business days.  A business day is Monday through Friday, 8 a.m. to 5 p.m. EST.  We are unable to respond to messages during evenings, weekends, and holidays. We ask that you do not call your provider’s office to inquire about the status of the message if it is still within that three business day timeframe from when it was submitted.
Would other person different than my doctor see and  answer the message I sent to my doctor?	Yes. Answers may come from a member of the healthcare team other than the physician.  This includes nurses, medical assistants, patient service representatives, and mid-level providers such as physician’s assistants and nurse practitioners.
Can a patient attach documents and photos to a message in MyChart? If yes, how large can the attachment be?	Yes.  Patients can attach up to 5 files, or 4 MB of files total.
Can a patient message a psychiatrist using MyChart?	They can message psychiatrist if the doctor is set up in message my doctor but cannot view notes
Can a family member with Proxy access see messages the patient has sent to their doctor?	Yes.  The family member with proxy access would switchover to the patient's account to view the messages sent to the patient.
Appointments
Can a patient see past appointments? If yes, how far back from their MyChart activation date?	Past appointments remain in MyChart 3 years from the date of the appointment
Can patient see Discharge summaries in MyChart? If yes, how far back from their MyChart activation date?	Past appointments remain in MyChart 3 years from the date of the appointment
Can a patient see an After Visit Summary (AVS)?	Yes, they can see the AVS for past appointments.
Can a patient see psychiatric appointments, after visit summaries and discharge summaries in MyChart?	No
Can a patient see future appointments?	Yes.
Can a patient request an appointment?	Patients can request appointments for all provider types. This is not an automatic appointment schedule - Once the request form is completed and submitted; a message routes to the providers office for support staff to review and schedule the appointment. The support staff will then reply to the patient with the appointment information or further instructions.
Can a patient schedule an appointment?	Patients can choose appointments times and self schedule with Internal Medicine, Family Medicine, and Pediatrics for a Primary Care Office Visit or Yearly Physical Exam and for some Specialists Office Visits.  Note: The patient must have the provider listed as there PCP in EPIC in order to use Schedule an Appointment.
Can a patient cancel an appointment using MyChart? How far in advanced ?	* If the patient's upcoming appointment is within 24 hours, they are unable to request the appointment cancellation from MyChart and would have to call to cancel the appointment.
	* If the patient is able to cancel the appointment through MyChart - this is not an automatic process.  The patient should go to - Appointments - Cancel Appointments.  They should select the appointment they wish to cancel - Click Continue - Provide a reason for cancellation - click Send.  A message is sent to the providers office for support staff to review and cancel the appointment.  These messages are generally reviewed and replied to within 8 hours.
Can a patient request a medication refill? How long it will take for the request to be processed?	Yes.  If the medication is not listed or the Request a Renewal link is not available, the patient will need to call the prescribing Provider's office for the request and the providers office will need to re-order the medication.  If the patient has requested a medication renewal using MyChart and does not receive a reply from the Providers office within 24 hours, they will need to contact the Providers office regarding the request.
Can any physician renew a prescription in MyChart?	Yes. For physician, any presciption at the provider's discretion.  Patient refil requests via MyChart goes to the last ordering prescriber for that medication.  If a patient is in an office visit, and a physician does a med update in office, (a med prescribed by a doctor at a different facility that the patient requests a refill from the physician they are seeing in office) it will not let a patient refill through Mychart because it was an "update", it was not "filled" by that particular physician.
Are E Visits Available in MyChart?	Yes
	eVisits enable current MyChart users to complete a questionnaire regarding their symptom history for five common health issues:
	back pain
	cough
	urinary tract infection
	sinus infection
	vaginal yeast infection
	The eVisit encounters are managed by Cleveland Clinic’s Distance Health Express Care provider team.
	A provider will respond to the eVisit submission via MyChart message with a diagnosis and treatment instructions within one business day.
	If medication is prescribed, the prescription order will be sent directly to the patient’s preferred pharmacy.
	Patients must be 18 and over in order to use this service, and must have seen a Cleveland Clinic provider in the last three years.
	There is a fee of $20 which will be billed directly to the patient.
	This service is not currently covered by insurance.
	The patient cannot join the eVisit more than 30 minutes before the scheduled time, and will be prompted to pay once they join within that 30 minute window.
	Self Service
	MyChart eVisits is used to request/schedule a virtual visit and Express Care Online / AmWell is used to connect to that virtual visit. See the related article for more information on Express Care Online.
	For Telederm related issues, follow #KB0010788 MyChart - Telederm: Dermatology eVisit Image/Photo Upload
	Upload Image Prompt
	Some eVisits prompt for upload of images. The following limits apply for uploads:
	Up to five files of types: JPG, PNG, TIFF, BMP
	Max size 4.88 MG per image and/or PDF
	Naming must be Body Part, Side of Body
	An e-visit is differnt than an on-deman express care visit, which has a different toubleshooting team
E - VISIT Trouble shooting	Call would need to be transferred to CCF Tier 2/Service Desk Clinical for troubleshooting.
Is there a wait list option for patients thru MyChart? How will patient be notified?	Yes.
Is eCheck-in available?	Yes.
Can a physician share their progress notes with the patient via MyChart?	Physician's may choose what notes to share, at their descrition.
Is Appointment Confirmation available in MyChart? This allows a patient confirm an appointment seven days prior to appointment date.	Yes, appointment confirmation is available.
Is Open Scheduling available in MyChart? Allows a patient to view open appointment slots online and schedule directly, even without a MyChart account.	No
Are Automated Appointment Reminder Emails or Text Messages used?	Yes.
Is Track My Health available?	No
Will On my Way be used	No.
Telehealth
Are Video/Virtual Visits Available in MyChart?	Yes, but Call would need to be transferred to CCF Tier 2/Service Desk Clinical for troubleshooting.
Stand Alone Option	Yes -- On Demand Express Care visits, via the Express Care app.
If Video Visits are used, what are your system requirements for the patient and what is the video platform used?	The Cleveland Clinic uses Zoom for Virtual Visits.  Video Visits can be done on a computer, or on a mobile device.  Zoom must be installed on the device being used for the Video Visit, and the device should have a camera and microphone available.
Why can a Patient not initiate a Video Visit?	1.  Patient must complete their pre-checkin prior to their Video Visit.  Pre-checkin can be completed up to 7 days before the Video Visit.  The screen must display the message "Pre-Checkin Complete" before the patient can initate the Video Visit.
	2.  Patient is trying to launch the Video Visit from Zoom.  Usually the patient is saying they need a meeting code and password.  Video Visits are launched through MyChart, not through Zoom directly.  Zoom opens in the background.
	3.  Patient has tried to click "Begin Visit" too early.  Patients can click the "Begin Visit" button up to 15 minutes prior to the appointment.  If they attempt to join more than 15 minutes prior, they will not be able to click the Begin Visit button.  The screen will not auto-refresh, so if they simply logout and log back in, the Begin Visit should be clickable, assuming the patient has completed the Pre-Checkin.
	4.  Technical issues with their Internet / network.
What if a patient does not have a device with audio or video?	The patient would need to contact their doctor's office and inquire about any available alternatives.
What if a patient can not successfully download the applications needed?	The patient would need to contact their doctor's office and inquire about any available alternatives.
Is pre-check in required to start the Virtual Visit?	Yes.
How far in advance can a patient join the VV?	Within 15 minutes of the start time. If they attempt to join more than 15 minutes prior, they will not be able to click the Begin Visit button.  The screen will not auto-refresh, so if they simply logout and log back in, the Begin Visit should be clickable, assuming the patient has completed the Pre-Checkin.
How long after the appointment time can a patient join the VV?	Up to 20 minutes after the start time.
If the patient misses the VV what should they do to reschedule?	Contact their provider's office
If the patient misses the VV will they be billed for the visit?	Most of the time no but it is a possibility.  It depends on the provider and the circumstance.
Can the patient message the provider after the VV?	Yes.
If the patient needed a Work Letter after the Video Visits and they do not receive it what should they do?	Contact their provider's office
Medical History in MyChart
Are questionnaires sent to MyChart for patients to complete in MyChart?	Yes.
Can a patient submit an updates to their medications and medical history in MyChart?	Yes.
If the medical information is incorrect in MyChart, who can the patient contact to make the changes/corrections?	Contact their provider's office or submit a request to ammend form in MyChart or the patient can email HDSMyPracticeEMR@ccf.org.
Can patient request Referrals in MyChart?	Not in MyChart.  Patients would have to reach out to/message the provider.
MyChart Billing
Can patient see and pay bills in MyChart	A patient can see and pay bills for themselves in MyChart. International Billing phone number. When a patient doesn't have a zip code (live outside the US), they can't pay the bill online. They have to call the international billing number: 216-636-3020
How far back from MyChart activation date, can the patient see bills in MyChart?	MyChart display the current account balance and look back 1095 days (3 years) or max. 100 statements.
When would a patient not see bills in MyChart?	When no bills are available or they are no the guarantor on the account.
Can a patient make bill pay arrangements in MyChart?	Yes.  Most patients can create a payment plan from the Account Summary in MyChart.  If they do not have the option they will need to contact the Billing Dept.
Can past due bills be paid in MyChart?, If not, where can the patient call to pay?	Yes
Once the past due bill is up-to-date with payments, would the patient see the bill in MyChart?	Yes
How long does it takes for MyChart to display a payment and the new balance?	payment/balance reflects in MyChart instantly, but it might take time to apply the payment to visit account.
Would the patient receive a notification of their payment using MyChart?	Right now only payment made using the website get notifications, not the mobile App.
Are there other Online bill pay options for patients besides MyChart? if so, where is the website?	Yes, they can Pay As a Guest accessed from the MyChart.clevelandclinic.org
	Patients can also use QuickPay from their smartphone. The site: https://my.clevelandclinic.org/patients/billing-finance/payment-options provides comprehensive information.
Can patient sign up for paperless billing using MyChart? If not who can they contact for this?	Yes
	Questions about your bill or payments? Please call Customer Service at 866.621.6385. There is an option to set up paperless billing in MyChart. The patient can go on to Menu, Account Summary under Billing, View account detail, and then if on the desktop site they just look on the right-hand side for the Enable option for it, and if on the mobile site/mobile app, they select the Account info tab and look for the option to enable paperless billing.
Can the patient cancel the paperless billing using MyChart? If not who can they contact for this?	See my answer in line 151: the patient can disable paperless billing from that page as well.
	Questions about your bill or payments? Please call Customer Service at 866.621.6385
Are psychiatric bills available to pay in MyChart? If not, what are the patients options to pay?	Yes.
Can a patient view and edit insurance coverage information in MyChart?	Yes, but that will need to be approved. For immediate changes please transfer to 216-448-3109, option 1 - and advise they need immediate changes.
Will patient be notified thru MyChart if they are sent to collections?	Not a notification, but there is a sign of "Bad debt" on the account summary tile in MyChart.
MyChart App Questions
Is MyChart App available?	Yes.  Cleveland Clinic uses the Epic MyChart app.  Cleveland Clinic also has it's own app, known as the MyClevelandClinic App, which connects to MyChart information.  The MyClevelandClinic app provides a different user interface than the Epic MyChart app and does not have every feature
What functionality is available in the MyChart App?	Primary functionality:  Account activation, password reset, review upcoming and past appointments, review messages with healthcare team, view test results, renew prescriptions, request appointments, schedule appointments, cancel appointments, request proxy access, answer questionnaires, see upcoming orders, check immunizations and allergies, amend medical records, pay bill, share their record, link accounts, set preferences, switch organizations (if a patient at other medical facilities).
Is Password Reset allowed from the MyChart App?	Yes.
Demographics and Notification Questions
Can a patient update his/her demographics in MyChart? would those changes happen real time in Epic as well?	Yes a patient can update his/her demographics in MyChart.  Yes, those changes happen in Epic in real time as well.
Are letters available in MyChart?	Yes.
Can Patients Upload a photo to their profile?	Yes.
Medical Records Questions
If a patient has a multiple medical  record numbers on file, Do we need to send this information to someone in your team to merge the records? Or should we advise the patient to call their PCP or Medical Records?	Escalate Internally for MRN Merge
Is MyChart Central and Lucy available for patients?	Yes.
Is organization using Happy Together? If so, what local organizations do you share a patient base with that use Happy Together as well?	Yes, Cleveland Clinic uses Happy Together.  Other local organizations that we share a patient base with that also use Happy Together are:
	* MetroHealth
	* Akron Children's Hospital