Topic

Franciscan (Indiana & Illinois)

Agent's Citrix/VPN to Epic

https://apps.franciscanalliance.org

Epic Department Name

IN Medical Records

Topic

Franciscan (Indiana & Illinois)

Patient Portal Technical Support Phone Number (Our phone number)

1-877-900-5741

MyChart (Patient Portal) Website

https://www.franciscanmychart.org/MyChart/ http

"Thank you for calling  , Technical Support"

Franciscan Health MyChart

Mychart Test Account Information

Username: abbygail Password: model123 MRN E3497441

NOTE: Password updated 5/16/2022. If account g do not attempt to reset password or unlock the a

SeamlessMD Support number

MYCHART/CITRIX OUTAGES WORKFLOW

(Please follow this process to report all System, Citrix, or MyChart Issues or Outages ASAP)

Report issue to 800-346-2322 and send ticket nu the system outage.

IT Support for agents and clinics/ Department

1-800-346-2322 - Refer ALL Franciscan Employee

FRANCISCAN EPIC/CREDENTIAL SUPPORT: Ple

for follow-up. They will use your FA email by defau

Manager: Kristofor Copes

Patient Portal Technical Support Email address (to us)

No Support Email

Main Hospital Website

https://www.franciscanhealth.org/

Topic

Franciscan (Indiana & Illinois)

Hospital Medical Records Phone Number (not for MyChart issues)

(610) 994-7500, Option 1

request online: https://www.franciscanhealth.org/

Direct # to HIM

(610) 994-7500, Option 1

Patient Relations

Patients need to complete Contact Us form at htt

If a user has privacy concerns, is there a privacy officer they can contact?

We need to collect the following information in a ServiceNow to Org. Someone from Franciscan wil ETA of when someone will contact the patient, we follow up:

• NAME

• DOB

• MRN

• Phone #

• When did they first notice the issue:

• Brief Summary of the issue:

Hospital Medical Records Web Page

https://www.franciscanhealth.org/patients-and-vi

Billing phone number

1-866-903-0436 https://www.franciscanhealth.org

Information to open secure emails

None

Interpreter Services provided

Yes, Contact the Main Hospital to setup.

Other patient portals used by Organization (other than MyChart)

YES! Patients in IL specialty physicians of IL - the l information. Www.spimychart.com.

Community connect is not Franciscan owned enti

- https://healthconnectmychart.org/HCCMyChart

Topic

Franciscan (Indiana & Illinois)

Is Multilingual Versions available in MyChart? (different language options)

Yes, English and Spanish

Topic

Franciscan (Indiana & Illinois)

Yes, to "Welcome1" - YOU MUST VERIFY ALL

Can we reset

4:

patient's password?

1.) Full Name

If no, please explain

2.) Last 4 SS# or Driver License #

the process

1. Date of Birth

2. Complete Home Address

Can we change patient's Username? If no, please explain the process

Yes - YOU MUST VERIFY ALL 4:

1. Full Name

2. Last 4 SS# or Driver License #

3. Date of Birth

4. Complete Home Address

Topic

Franciscan (Indiana & Illinois)

Yes, only if the account was locked by automatic process (IE too many attempts) IF AN ACCOUNT IS LOCKED BY FRANCISCAN STAFF PLEASE READ:

1. All notes on a patient's chart are CONFIDENTIAL. We are not to provide any details or contact numbers from notes on a patients chart, even on the MyChart Admin page.

Can we unlock a patient's account? If no, please explain the process

2. Read the following script: “I’m so sorry MyChart is not performing as expected. It appears we are in the process of reviewing your medical record and your MyChart account is temporarily unavailable. If you need access to your MyChart account for medication refill, appointment, or results, please contact your care provider’s office by phone. When this review is complete, you should be able to log in again in the same manner as you were able to previously. We apologize for any inconvenience and are working to restore your access as soon as possible. You will receive an email at the address on file when the access has been reactivated.”

*If the patient also wants to talk to someone about what is going on with their MyChart account:

“I can provide you an email address where you can send additional questions or express any concerns you have. (isercsupport@franciscanalliance.org)”

REMEMBER: We NEVER want to provide expectations. We cannot provide when they will be contact, or by who. We just want to ensure them that their information is secured, and gather their information to escalate to Mary Maye.

Topic

Franciscan (Indiana & Illinois)

Can we deactivate their MyChart account per their request? If no, please explain the process

NO, do NOT deactivate a patient's account in Epic. Do not guide the patient to deactivate in MyChart. If you receive a request to deactivate an account, verify the patient and request the reason.

Escalate using Escalation Macro.

Can we reactivate their account per their request?

YES – if deactivated due to too many attempts.

YOU MUST VERIFY ALL 4:

1. Full Name

2. Last 4 SS# or Driver License #

3. Date of Birth

4. Complete Home Address

Can the patient provide verbal consent, for a family member to access or update their MyChart?

Speak to patient directly and verify account (Name, DOB, Address and last 4 of SSN or DL#) then you may assist.

How many characters required for password and is there any other password requirements?

Recommend 8 characters but not required, Upper and Lower case letters, and 1 number.

What are the Self Service Steps for Forgot Password/Username?

Yes, Self Service is an option. AGENTS: Go to Franciscan MyChart Page and click on "Forgot Username and Password" to see what is needed to request this info.

Is there currently a 2 Step Factor Authentication for password resets?

Yes, we are NOT permitted to disable.

Topic

Franciscan (Indiana & Illinois)

Does the MyChart Website have a Captcha requirement when logging into their MyChart account? If yes, what is the Captcha (words, pictures, etc.)

No

Patient not receiving 2 step verification code by text message?

We are NOT permitted to turn off 2FA. You may guide the patient how to turn off manually.

Topic

Franciscan (Indiana & Illinois)

What Information is required to verify a caller's identity over the phone?

All 4 MUST BE VERIFIED for Patient in process of ACT

1. Full Name

2. Last 4 SS# or Driver License #

3. DOB

4. Mobile Number (DO NOT change mobile numb Activation link.).

What information is required for a patient to sign up for MyChart?

MyChart Activation Code, Social Security Number (La

Topic

Franciscan (Indiana & Illinois)

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?

Generic SSN's are used however ONLY All 0000's or 9

If applicable: Can we provide the patients with the generic social security number on file to create their MyChart account?

No - they can attempt no activation code, sign up no at https://healthconnectmychart.org/HCCMyChart/A When patient uses this option they will uses Experian identity in order for them to sign up for MyChart, no to verify via Experian, you will need to read the "Fail document in the Franciscan Health Folder in One Dri

Topic

Franciscan (Indiana & Illinois)

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#? Is so, where should we refer patients to get this information?

No - refer patient back to PCP Office

If applicable: Can we provide the patients with MRN on file to create their MyChart account?

N/A - not needed

If applicable: Can the MyChart Support Desk provide patients with an activation code over the phone or via email?

We are permitted to SEND the activation link, ONLY. code verbally over the phone for any reason other th NOT receiving code via text - we are permitted to ve the phone, if phone number on file has been verified has been completed.

Topic

Franciscan (Indiana & Illinois)

Can a patient request an activation code via the MyChart website?

Yes! Click on the Orange SIGN UP ONLINE button fro

Will Instant activation be available and used?

We are permitted to send the Activation Link by Text,

All 4 MUST BE VERIFIED for Patient in process of ACT

1. Full Name

2. Last 4 SS# or Driver License #

3. DOB

4. Mobile Number (DO NOT change mobile numb Activation link.).

What is the time frame before an activation code expires?

90 days from issue date

Can we provide a new activation code when the one on file has expired or was lost by the patient?

Yes, we can SEND Activation links, ONLY.

Topic

Franciscan (Indiana & Illinois)

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?

Refer back to providers office or Hospital Registratio Link for Hospital phone #'s https://www.franciscanhe all-locations?loct=hospital

Who can the patient contact to request an update or change in their demographics if they do not have a PCP?

Refer back to the FA Hospital registration that they h of hospital phone numbers- https://www.franciscanh all-locations?loct=hospital

Can we correct typos in a patient's demographics records?

If the patient is on MyChart (which doesn’t require th provider as their PCP), they can request the change t requests go to the billing customer service team. If t Refer caller to hospital's registration department.

Is Self Sign Up being used?

Yes, they receive the "Failed to Identify Verbiage" do Health Folder in One Drive.

Patient not receiving 2 step verification code by text message

n/a

Topic

Franciscan (Indiana & Illinois)

If a patient can see other Medical Information in their MyChart, what should we advise?

"We apologize and ensure that your privacy, information and security are a priority. You should receive notification once the issue has been corrected. One of our representatives will call you regarding the status of your account"

MACRO: Escalation - Franciscan Alliance - Patient Privacy Issue

1. Call recordings are sent to Franciscan Alliance. Ensure you review the following carefully.

2. Review SOP and SOP Master Script at top of Franciscan Alliance QR page.

3. Utilize Franciscan Alliance Macros in Salesforce to complete Escalations.

Topic

Franciscan (Indiana & Illinois)

Yes! DO NOT DEACTIVATE ACCOUNT.

"We apologize and ensure that your privacy, information and security are a priority. You should receive notification once the issue has been corrected. One of our representatives will call you regarding the status of your account"

What is the formal process we should follow when we receive reports of HIPAA Issues/Privacy Concerns in MyChart?

Do NOT include additional information, timeframes or expectations to the patient. Politely end the call, and escalate case.

MACRO: Franciscan Alliance - Patient Privacy Issue

1. Call recordings are sent to Franciscan Alliance. Ensure you review the following carefully.

2. Review SOP and SOP Master Script at top of Franciscan Alliance QR page.

3. Utilize Franciscan Alliance Macros in Salesforce to complete Escalations.

Should agents deactivate MyChart accounts immediately with a HIPAA issue is reported?

NO, DO NOT DEACTIVATE ACCOUNT.

Topic

Franciscan (Indiana & Illinois)

NO, we cannot remove proxy.

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 you handle this issue?

"We apologize and ensure that your privacy, information and security are a priority. You should receive notification once the issue has been corrected. One of our representatives will call you regarding the status of your account"

Do NOT include additional information, timeframes or expectations to the patient. Politely end the call, and escalate case.

MACRO: Franciscan Alliance - Patient Privacy Issue

1. Call recordings are sent to Franciscan Alliance. Ensure you review the following carefully.

2. Review SOP and SOP Master Script at top of Franciscan Alliance QR page.

3. Utilize Franciscan Alliance Macros in Salesforce to complete Escalations.

We need to collect the following

information in a ticket and Escalate with

Customer Escalation Macro. Someone

from Franciscan will follow-up with them

If a user has privacy

directly to address their concerns. No ETA

concerns, not directly

of when someone will contact the patient,

related to their

we just gather the information below and

MyChart account, is

report to the org to follow up:

there a privacy officer

• NAME

they can contact?

• DOB

• MRN

• Phone #

• When did they first notice the issue:

• Brief Summary of the issue:

Topic

Franciscan (Indiana & Illinois)

"We apologize and ensure that your privacy, information and security are a priority. You should receive notification once the issue has been corrected. One of our representatives will call you regarding the status of your account"

If a caller states they are receiving MyChart Notification Emails for a patient, how should this be handled?

Do NOT include additional information, timeframes or expectations to the patient. Politely end the call, and escalate case.

MACRO: Franciscan Alliance - Patient Privacy Issue

1. Call recordings are sent to Franciscan Alliance. Ensure you review the following carefully.

2. Review SOP and SOP Master Script at top of Franciscan Alliance QR page.

3. Utilize Franciscan Alliance Macros in Salesforce to complete Escalations.

Topic

Franciscan (Indiana & Illinois)

Who can request proxy access?

Please see MyChart Enrollment Forms link on Franci Website.

Who will be responsible for establishing proxy access for patients?

It is submitted electronically via MyChart. Takes 2 Bu return. Issues call MyChart Proxy Support Team a 1462

Is there a proxy form required for proxy access?

YES! It is submitted electronically via MyChart. Takes to return. Issues call MyChart Proxy Support Team at

Topic

Franciscan (Indiana & Illinois)

Where to obtain a Proxy Form?

MyChart website? Health Provider's office? Please provide details.

They are available on the MyChart Website, under " Enrollment Forms" (https://www.franciscanmychart.org/MyChart/Authe mode=stdfile&option=consents)

Where can the requester send the Proxy Form once it has been completed?

It is submitted electronically via MyChart. Takes 2 Bu return. Issues call MyChart Proxy Support Team at 8

Could we have a copy of the Proxy Access Form to provide it to patients if requested to us via email?

It is submitted electronically via MyChart. Takes 2 Bu return. Issues call MyChart Proxy Support Team at 8

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?

It is submitted electronically via MyChart. Takes 2 Bu return. Issues call MyChart Proxy Support Team at 8

Topic

Franciscan (Indiana & Illinois)

Do you have non-patient accounts for proxy access?

Yes - WE MUST VERIFY Patient Full Name, DOB and VERIFY the Proxy-

1. Full Name

2. Last 4 SS# or Driver License #

3. Date of Birth

4. Complete Home Address

Can we change the username for Non-patient accounts? If no, please explain the process

Yes - WE MUST VERIFY Patient Full Name, DOB and VERIFY the Proxy-

1. Full Name

2. Last 4 SS# or Driver License #

3. Date of Birth

4. Complete Home Address

Can we reset the password for Non- patient accounts? If no, please explain the process

Yes - WE MUST VERIFY Patient Full Name, DOB and VERIFY the Proxy-

1. Full Name

2. Last 4 SS# or Driver License #

3. Date of Birth

4. Complete Home Address

Can we unlock a Non-Patient Account? If no, please explain the process

Yes - WE MUST VERIFY Patient Full Name, DOB and VERIFY the Proxy-

1. Full Name

2. Last 4 SS# or Driver License #

3. Date of Birth

4. Complete Home Address

Can we deactivate a Non-Patient Account? If no, please explain the process

No, refer to office. We cannot

Can we reactivate a Non- Patient Account? If no, please explain the process

No, refer to office. We cannot

Topic

Franciscan (Indiana & Illinois)

Can we deactivate a Proxy for deceased patients? Who should they contact to update patient record as deceased. (Medical records, provider..)

NO - if passed away at Franciscan facility MyChart w show account as inactivated and gets rid of proxy. I they are still getting notifications, we refer patient b mark as deceased.

If proxy access is granted to a family member/Legal guardian of patient 12 or older - is the patient required to have an active account for their proxy to have access to the patient's MyChart?

Yes, proxy will not see everything a true patient can patient does not have an active MyChart account

Topic

Franciscan (Indiana & Illinois)

What is the difference in access for proxies by age group? Please provide detailed information.

**IF A PROXY ACCESS CHART HAS BEEN PROVIDED BY THE ORG, IT WILL BE ADDED BELOW EACH ORG NAME.

FULL PROXY CHART IS ON THE BOTTOM, SCROLL D

• 0-11 Years Old – Child Proxy Access

• 12 -17- Adolescent (Teen) Access to their Own A

• 12-17- Adolescent Teen Access for Parents

• 18 Years or Older - Adult to Adult Proxy Access

• 18 Years or Older – Diminished Capacity Proxy A typical)

If a Parent of TEEN calls in and is concerned that the information, PLEASE READ THE FOLLOWING SCRIPT

for the inconvenience. To ensure proper protections access to an adolescents medical information, you a adolescent child will just need to fill out proxy forms These forms are available at your provider office or t records department in one of our hospitals. Is there can assist you with today?"

Can a teenager have their own account? If yes, what options/access in MyChart will be available?

Yes from 12-17 they can have their account setup. A THERE IS AN ACTIVE ACCOUNT, AND WE CAN VERI

- WE CAN ASSIST WITH TEEN ACCOUNTS

Can an agent provide a verified PROXY of a Teen/Child account with a new activation code if the original is lost or expired?

Yes, we can SEND Activation links, ONLY.

Topic

Franciscan (Indiana & Illinois)

Can an activation code be provided to a verified Teen, by Nuance Support?

We Cannot provide activation code to Teens. We wo to the "MyChart Enrollment Forms", to complete the Patient form electronically via MyChart.

Can a patient's Proxy see the patients billing information and pay the bills? Any age restrictions?

Any Insurance restrictions?

As long as they have their own account and have to access and has billing responsibility. They can't see under the child, have to look under their tab. Insura applicable

Can a patient's Proxy see psychiatric information in MyChart?

Yes

Are psychiatric clinics allowed to grant proxy access to family members/legal guardians?

Unknown at this time

Diminished capacity. Who should they contact if they have only been seen in Hospital, is there a form?

No ability to do so currently. Franciscan is exploring this topic, however patient can set up Proxy Access I PCP/Specialist within the Franciscan Alliance Networ

Included

Excluded

Allergies

Upcoming appt li,st

urgical History Family History

Health Issues (Problem List)

est Results

History Qu1estionnaires Patient Entered flowsheets Discharge l11struclions Patient Handouts

E-visit

Download Visit Summary

Make Appt

Appt Schedule Request

Health Reminder

Imm u111izations

Growth Clhart

eSign Documents

lemedicine Sch,eduling

Initiate Telemedicin Visit

Leners

M dical Advic R quest Medi tions Medication Refill

Goals R view Patient Care Team Provid r Oetail.s

Se,cual Activity History

Preferred P armacies

nd of Life Documents

isit' Summaries

Clinical Notes

Topic

Franciscan (Indiana & Illinois)

Billing Department Contact Information

1-866-903-

0436 https://www.franciscanhealth.org/patients- and-visitors/billing-insurance

Can patient see Account Summary and pay bills in MyChart

YES

How far back from MyChart activation date, can the patient see bills in MyChart?

Goes back to the date of activation

When would a patient NOT see bills in MyChart?

Patient should always see their billing info in MyChart.

Can a patient make payment arrangements in MyChart?

Yes! They can make a payment plan but can NOT edit it once created. Refer to billing to make any changes.

Topic

Franciscan (Indiana & Illinois)

Can past due bills be paid in MyChart?, If not, where can the patient call to pay?

FOR INFORMATIONAL PURPOSES ONLY: Yes

after 90 days if patient has not paid or setup a payment plan, the patient would need to call Billing customer service. They can not pay in MyChart after the 90 days and will have to call billing directly.

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?

New balance is immediately reflected in MyChart but if they use the Franciscan bill pay page it takes a while to process the payment

Would patient receive a confirmation of Payment?

No - nothing separate outside of MyChart but receives a confirmation in MyChart and they can print that page if they choose. There is a printer icon to print on the confirmation page in MyChart.

Are there other Online bill pay options for patients besides MyChart? if so, where is the website?

Yes! On the Main Franciscan Hospital Page.

Can patient sign up for paperless billing using MyChart? If not who can they contact for this?

YES

Topic

Franciscan (Indiana & Illinois)

Can the patient cancel the paperless billing using MyChart? If not who can they contact for this?

YES

Are psychiatric bills available to pay in MyChart? If not, what are the patients options to pay?

YES

Will patient be notified thru Mychart if they are sent to collections?

NO

Is Ask Customer Service available for Bill Payment, Account Summary and Benefit and Eligibilty inquires?

YES

Is Copay for an Upcoming appointment from the Appointment Details page available?

YES

Can a patient view insurance and coverage information?

YES

Topic

Franciscan (Indiana & Illinois)

Are Recent Payments Available?

YES on under Billing icon > Billing Acct Summary> View Account Details

Can pt upload documents (ID & Insurance Cards )

Estimates

Topic

Franciscan (Indiana & Illinois)

Is eCheck-in available?

YES

Is Track My Health available?

YES! Patients can link their FitBit and Apple accounts to MyChart, but they can only enter items if they have an active flowsheet ordered by the provider.

Can a patient update his/her demographics in MyChart? would those changes happen real time in Epic as well?

Yes! Allow 24 hours for the information to be updated in the legal medical record.

Yes under Profile > Personal Information

Are letters available in MyChart?

Yes

Topic

Franciscan (Indiana & Illinois)

Can Patients Upload a photo to their profile?

Yes Photos & Videos. Instructions: You can attach up to 3 files.

The allowed file types are BMP, GIF, JPEG, JPG, PDF, PNG, TIF, TIFF, 3GP, 3GPP, AVI, MOV, MP4, MPEG, MPEG4, MPG, WMV.

The maximum file size is 500 KB for images & PDFs.

The maximum file size is 17.58 MB for videos.

What providers can a patient message using MyChart?

Patient can send a Medical question that goes to nurse pool, for provider, it has to be a provider that they have at least had an appointment with - does not have to be an acutal visit. Example: patient made an appt and then cancelled - They CAN message that Provider.

**AGENTS: Read the following scripts below when callers have issues sending messages to providers. Also document and follow the instructions.

Agent to check record viewer to see assigned patient class

If caller is part of a patient class where messaging is excluded (SSFHS MYCHART PATIENT CLASS EXCLUDING MESSAGING),

let the caller know messaging is not available and READ THE FOLLOWING: “We apologize for the inconvenience, however provider office messaging is not available on your account at this time. Is there anything else I can assist you with today?”

If Caller complains, please provide following messaging.

“I understand your concerns, I will provide your name and the contact information

Topic

Franciscan (Indiana & Illinois)

you provided to our compliance team and

they will reach out to discuss.”

Escalate the ticket to Mary Maye with the following information: Subject should be labeled 'Messaging Exclusion Complaint'

If caller is not part of a patient class where messaging is excluded, follow standard messaging troubleshooting-

The allowed encounters types for displaying the provider list to whom the patient can send a medical advice request or E-Visit are Office Visit, Appointment, E- visit, Patient Message, Initial consult, Routine prenatal, Initial Prenatal, Anti-coag visit, Virtual visit, and Physical therapy.

Also, If a PCP is listed in the patient's care team then the PCP will be included in the list too even if the patient has no future or past visits with the PCP.

The Physician can add themselves as PCP or the staff can do it for them. If the physician just sends a simple “Hi” to the patient that should put the providers name on the messaging list too.

When can I expect a reply to the messages I sent to my doctor?

2 business days is the posted response time

Would other person different than my doctor see and answer the message I sent to my doctor?

Messages do not go directly to providers they are routed to in basket pools monitored by their support staff such as MA's, RN's, etc.

Topic

Franciscan (Indiana & Illinois)

Can a patient attach documents and photos to a message in MyChart? If yes, how large can the attachment be?

"Yes Photos & Videos. Instructions: You can attach up to 3 files.

The allowed file types are BMP, GIF, JPEG, JPG, PDF, PNG, TIF, TIFF, 3GP, 3GPP, AVI, MOV, MP4, MPEG, MPEG4, MPG, WMV.

The maximum file size is 500 KB for images & PDFs.

The maximum file size is 17.58 MB for videos."

Can a patient message a psychiatrist using MyChart?

Depending, Some specialties such as Psych and Nutrition are not on MyChart

Can a family member with Proxy access see messages the patient has sent to their doctor?

No

Can a patient see past appointments? If yes, how far back from their MyChart activation date?

Yes, no limit

Can patient see AVS (After Visit Summaries) and Discharge summaries in MyChart? If yes, how far back from their MyChart activation date?

Yes, no limit

Topic

Franciscan (Indiana & Illinois)

Can a patient see psychiatric appointments, after visit summaries and discharge summaries in MyChart?

Yes

Can a patient see future appointments?

Yes

Can a patient request an appointment?

Yes - depending on specialty that they have already established care with.

Can a patient schedule an appointment?

Yes - depending on specialty that they have already established care with

Can a patient cancel an appointment using MyChart? How far in advance?

Yes, until 24 hours before, then need to call the clinic.

Is there a wait list option for patients thru Mychart? How will patient be notified?

Yes - fast Pass - turned off right now due to Covid Pandemic.

Can a patient request a medication renewal? How long it will take for the request to be processed?

Yes for active medications, typically 2 days

Can any physician renew a prescription in MyChart?

No - only the prescriber

Are Video Visits Available in MyChart?

Yes. Resources are in the Organizations Folder in One Drive

Can a physician share their progress notes with the patient via Mychart?

YES! All providers can share/release notes.

Topic

Franciscan (Indiana & Illinois)

Is Appointment Confirmation available in MyChart? This allows a patient confirm an appointment seven days prior ot appointment date.

No

Is Open Scheduling available in MyChart? Allows a patient to view open appointment slots online and schedule directly, even without a MyChart account.

Yes for new patients only, on Franciscan website, if provider has signed up for scheduling, if the patient clicks on the box, they can see open appts - turned off now for Covid 19.

Are Automated Appointment Reminder Emails or Texts used?

Yes - Patients can opt in or out, if opted in, they can choose email or text. Televox does the reminders. Batch that runs for appts scheduled in next 7 days that shows up in MyChart.

Is the organization using Happy Together? If so, what local organizations do you share a patient base with that use Happy Together as well?

Yes and with these local hospitals: Community Hospital, Hendrix Community Health and Eskenazi Hosptial

esignature

Upload Identification and Insurance

Reschedule Appointments

Register for My Delivery

Topic

Franciscan (Indiana & Illinois)

• LABS – Normal & Abnormal are released same day or up to 1 business day.

• Inpatient hospital results are released 14 days after discharge.

• Pathology - released after 7 days

• STD and pregnancy tests after released after 7 days

What test results will be released for MyChart? Labs, Radiology, Imaging?

• Cardiology released after 2 days

  
  

• EKG, ECG, Stress test imaging after 2 days

• NOT RELEASED TO MYCHART: sleep

studies, EEGs, genetic tests or HIV are not released - have to be manually released by provider

• LABS – Normal & Abnormal are released same day or up to 1 business day.

• Covid-19 tests are released 24 to 48 hours.

What sensitive results will not be released for MyChart?

HIV and Genetic refer to provider for manual release

Topic

Franciscan (Indiana & Illinois)

What is the release time for each category? Regular and abnormal test results? Radiology and imaging results?

**AGENTS should refer to MyChart Release Release in Epic for exact release date • LABS – Normal & Abnormal are released same day or up to 1 business day.

• Inpatient hospital results are released 14 days after discharge.

• Pathology - released after 7 days

• STD and pregnancy tests after released after 7 days

• Cardiology released after 2 days

• EKG, ECG, Stress test imaging after 2 days

• NOT RELEASED TO MYCHART: sleep

  studies, EEGs, genetic tests or HIV are not released - have to be manually released by provider

• LABS – Normal & Abnormal are released same day or up to 1 business day.

• Covid-19 tests are released 24 to 48 hours.

Can patients see images for test results in MyChart?

Scanned images from Lab Tests ONLY. All other images will NOT display in MyChart.

Why are certain test results not shared electronically via MyChart?

No interfaces built for those tests to appear in MyChart.

Where can patient's call if the results were not released for MyChart?

Refer to provider who ordered the test if timeframe has passed.

Can the doctors office manually release test results before the scheduled release day?

YES

Topic

Franciscan (Indiana & Illinois)

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?

There is no specific person to route to at this time. However, patient's can contact the hospital's registration department for assistance with updating their demographics on file.

If the patient has missing or incorrect information in their MyChart, who can they contact to request the correction? Please provide details if needed.

If the medical information is incorrect in MyChart but does not indicate that the information belongs to someone else.

Advised them to contact their Franciscan PCP, or how to acquire one.

“Thank you for your inquiry. We can assist with login and technical questions in MyChart, but are not able to assist with clinical questions. Please contact your primary care provider with questions about your medical information. If you are searching for a primary care provider, go to www.franciscanhealth.org to find doctors in your area. Is there anything else I can assist you with today?"

How far back from the activation date, can patient see test results in MyChart?

3 months

Topic

Franciscan (Indiana & Illinois)

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 ticket and please use the "Multiple MRN" Macro.

Are questionnaires sent to MyChart for patients to complete in MyChart?

Yes

Can a patient submit 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?

Providers office/PCP apart of Franciscan Alliance

Can patient request Referrals in MyChart?

NO

Request for changes to medical records

COVID-19 Test

Information

COVID-19 Vaccine Information Website

https://www.franciscanhealth.org/patient- resources/covid-19

COVID-19 Vaccine Information

https://www.coronavirus.in.gov/vaccine/

Topic

Franciscan (Indiana & Illinois)

Is MyChart App available

Yes

What functionality is available in the MyChart App?

Main functionalities. Everything that's on the desktop version.

Is Password Reset allowed from the MyChart App?

Yes

Is MyChart Central and Lucy available for patients?

Yes

Is the organization using Happy Together? If so, what local organizations do you share a patient base with that use Happy Together as well?

Yes and with these local hospitals: Community Hospital, Hendrix Community Health and Eskenazi Hosptial

FOR ALL CLIENTS

ALL CLIENTS

Session timed out

Have Patient clear browser, cookies and cached items. Then try again or go in through another browser.

Using correct activation code and personal info and it still says invalid code

Have Patient clear browser, cookies and cached items. Then try again or go in through another browser.

Unable to pay bill, reviewing an error, what should we try?

Topic

Franciscan (Indiana & Illinois)

Not receiving the reset email or username email

Check there is not a generic social on file, this will often be why they do not receive them.

Then have them check spam and be sure their email account is not blocking the "donotreply@..." They may need to contact their email support to correct this. I have seen this most common with AOL and some MSN accounts

Not receiving notifications, but they are turned on

Double check there is not a typo in email on file, if so have Patient correct in their chart. Then have them check spam and be sure their email account is not blocking the "donotreply@..." they may need to contact their email support for this. I have seen this most commune with AOL and some MSN email accounts

Received a notification of new message, but there is not one when I sign in

Have patient read the email address the notification came from, often it's another portal they may have. Or notification was for their spouse's portal. a lot of them share email accounts, have them check the name on the email as well.

When trying to view my test results not all pages are loading

Have patient clear browser, cookies and cached items. Then sign in again. If still not working try another browser

Received a notification of new test, but there is not one.

Have patient select the show/include hospital results. If still nothing check the email address notification came from(may be another portal they have) or another user (spouse) who share email accounts. Have them check the name on the email.

Using correct login info but still says invalid

Check that the patient is at the correct site. If that is not the issue have them read aloud to you the username they are typing in. Often there is a typo in the username

Cannot get past Captcha feature

This is often a browser issue. Have them try another one or clear their cookies and cached files

Topic

Franciscan (Indiana & Illinois)

Activated my account but there is nothing in it

Check to see if patient may be in system twice with 2 MRNs.

Signed into my proxy account, but I do not see the new message/ test result

Ask user what username they signed in with. often they may have an active billing account and an active proxy account and are signed into the wrong one.

ALL CLIENTS

ALL CLIENTS

Browser Functionality

If you are escalating this - this information must be obtained. Sometimes there may be issues with an HSA or an FSA card and billing dept may have to process directly. Ask if they have another type of card that they can use to use for payment.

Bedside IT Issues?

If so, These cards are often not accepted on our website. Please contact billing department to pay via phone.

Topic

Franciscan (Indiana & Illinois)

Does the Case Record Type need to be changed to Telehealth, when caller/chatter indicates they need help in regards to a Virtual Visit?

NO.

Are Video Visits Available in MyChart?

Yes. Resources are in the Organizations Folder in One Drive

If Video Visits are used, what are your system requirements for the patient and what is the video platform used?

InTouch is platform

Can anyone join a video visit for a patient?

No

Can a Patient not initiate a Video Visit?

What if a patient does not have a device with audio or video?

What if a patient can not successfully download the applications needed?

Is there a Standalone option for video visits ( not within MyChart)

Is pre-check in required to start the Virtual Visit?

How far in advance can a patient join the VV?

How long after the appointment time can a patient join the VV?

If the patient misses the VV what should they do to reschedule?

If the patient misses the VV will they be billed for the visit?

Can the patient message the provider after the VV?