Information
Article Number
000051837
Title
INTERNAL: HMS Quick Reference - Hawaii Pacific Health
URL Name
INTERNAL-HMS-Quick-Reference-Hawaii-Pacific-Health
Summary
Previous Article Number
External Article Body
Internal Article Body
HMS Quick Reference:
Hawaii Pacific Health
INTERNAL: HMS Tipsheets - Hawaii Pacific Health Quick Start Guide See Related Tab for more documents.
Table of Contents Organization Information Username & Password Activation
HIPAA
Proxy Access Billing
Appts, Messaging & Features Medical Record, Test Results Technical Info
Virtual Visits - Video Visits
Organization Information
Topic | Hawaii Pacific Heath |
Agent's Citrix/VPN to Epic |
Topic | Hawaii Pacific Heath |
Epic Department Name | Department Name is HIM KMC |
Patient Portal Technical Support Phone Number (Our phone number) | 3 Numbers depending on location, however ALL numbers come to us:
|
MyChart (Patient Portal) Website | |
"Thank you for calling , Technical Support" | Hawaii Pacific MyChart |
Mychart Test Account Information | We have access to "Admin Login" in Epic |
SeamlessMD Support number | n/a |
MYCHART/CITRIX OUTAGES WORKFLOW (Please follow this process to report all System, Citrix, or MyChart Issues or Outages ASAP) | Report to Hawaii Help Desk:808-535-7010 |
IT Support for agents and clinics/ Department | Hawaii Help Desk:808-535-7010 |
Patient Portal Technical Support Email address (to us) | No Support Email |
Topic | Hawaii Pacific Heath |
Main Hospital Website | |
Hospital Medical Records Phone Number (not for MyChart issues) | By location:
|
Direct # to HIM | See above |
Patient Relations | 808-522-4765 for Patient Complaints regarding Quality of Care ONLY |
If a user has privacy concerns, is there a privacy officer they can contact? | 808-535-7310 |
Hospital Medical Records Web Page | No direct website |
Billing phone number | Available Mon-Fri, 9 AM – 4:30 PM 808-522- 4013, https://www.hawaiipacifichealth.org/patient visitors/understanding-bills/ |
Information to open secure emails | None |
Interpreter Services provided | Yes, on the main hospital website: https://www.hawaiipacifichealth.org/patients- visitors/language-translation/ |
Other patient portals used by Organization (other than MyChart) | No |
Topic | Hawaii Pacific Heath |
Is Multilingual Versions available in MyChart? (different language options) | No |
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Username & Password
Topic | Hawaii Pacific Health |
Can we reset patient's password? If no, please explain the process | Yes, however guide the user to use the Self Service Tool (Forgot Password) on the website first. |
Can we change patient's Username? If no, please explain the process | Yes |
Can we unlock a patient's account? If no, please explain the process | Yes, we can after all required information. Click on ACTIVATE PATIENT button in Epic to unlock the account. Required: Total of 5 verification items:
|
Can we deactivate their MyChart account per their request? If no, please explain the process | No, however if the patient is deactivating due to being dissatisfied with MyChart, please escalate the issue immediately by completing a Customer Escalation form in Salesforce. |
Can we reactivate their account per their request? | Yes, if not due to Privacy Issue or HIPAA issue |
Topic | Hawaii Pacific Health |
Can the patient provide verbal consent, for a family member to access or update their MyChart? | No. We must speak directly with the patient. |
How many characters required for password and is there any other password requirements? | Passwords don't expire and MUST BE: Between 8-20 characters, have at least 1 number and 1 letter, & is case sensitive. **A new password CANNOT be the same as any of password previously used in the past 30 days. |
What are the Self Service Steps for Forgot Password/Username? | Yes, Self Service is an option. AGENTS: Go to HPH 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? | No |
Does the MyChart Website have a Captcha requirement when logging into their MyChart account? If yes, what is the Captcha (words, pictures, etc.) | No |
Topic | Hawaii Pacific Health |
Patient not receiving 2 step verification code by text message? | If a patient does not receive a text, the patient’s mobile device may be blocking the Televox number. If a patient never receives the code via text, they can try texting HPH2 to 622622 from the device. The user should see the msg below. Do not respond to this message. Try sending the code again after this message is received. |
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Activation
Topic | Hawaii Pacific Heath |
**Required** Total of 5 verification | |
items: | |
What Information is |
|
required to verify a caller's |
|
identity over the phone? |
|
| |
|
Topic | Hawaii Pacific Heath |
What information is required for a patient to sign up for MyChart? | MyChart Activation Code, DOB, Zip Code, and Primary Phone Number. Some users have a Canadian Zip Code. If so, have the user enter three numerical digits of their Zip Code followed by zeros. For example: If the patient's Zip Code is A2B3C4, they would enter 23400. |
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? | N/A - HPH doesn't deal with SSN's at all. |
If applicable: Can we provide the patients with the generic social security number on file to create their MyChart account? | N/A - HPH doesn't deal with SSN's at all. |
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? | N/A - We don't ask the SSN at all |
If applicable: Can we provide the patients with MRN on file to create their MyChart account? | N/A |
Topic | Hawaii Pacific Heath |
If applicable: Can the MyChart Support Desk provide patients with an activation code over the phone or via email? | Yes, as long as we verify - ALL 5 - ""**Required** Total of 5 verification items:
|
Can a patient request an activation code via the MyChart website? | Yes, we should always refer patients to request an activation code from the website before we provide. |
Will Instant activation be available and used? | Yes, only medical staff can send out instant activation links. |
What is the time frame before an activation code expires? | 30 Days |
Can we provide a new activation code when the one on file has expired or was lost by the patient? | Yes |
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 to doctors office to update |
Who can the patient contact to request an update or change in their demographics if they do not have a PCP? | Customer Service at 808-522-4013, toll free: 1-866-266-3935. |
Can we correct typos in a patient's demographics records? | No, refer patient to Medical Records, Clinic, or MyChart Personal Information to correct demographic information. |
Topic | Hawaii Pacific Heath |
Is Self Sign Up being used? | Yes |
Patient not receiving 2 step verification code by text message | If a patient does not receive a text, the patient’s mobile device may be blocking the Televox number. If a patient never receives the code via text, they can try texting HPH2 to 903- 618-2630 from the device. We no longer refer them to 622622 as of 3/9/22 The user should see the msg below. Do not respond to this message. Try sending the code again after this message is received. |
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HIPAA
Topic | Hawaii Pacific Heath |
If a patient can see other Medical Information in their MyChart, what should we advise? | DO NOT LOCK THE ACCOUNT - AGENT: Escalate by completing a Customer Escalation form in Salesforce. |
What is the formal process we should follow when we receive reports of HIPAA Issues/Privacy Concerns in MyChart? | DO NOT LOCK THE ACCOUNT - AGENT: Escalate the issue immediately by completing a Customer Escalation form in Salesforce. |
Topic | Hawaii Pacific Heath |
Should agents deactivate MyChart accounts immediately with a HIPAA issue is reported? | No, Do not alter account; escalate the issue immediately by completing a Customer Escalation form in Salesforce. and someone will send to Hawaii Pacific's Privacy Officer. |
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? | DO NOT LOCK THE ACCOUNT. Please escalate the issue immediately by completing a Customer Escalation form in Salesforce. |
If a user has privacy concerns, not directly related to their MyChart account, is there a privacy officer they can contact? | 808-535-7310 |
If a caller states they are receiving MyChart Notification Emails for a patient, how should this be handled? | Remove the email address on the account and escalate the issue immediately by completing a Customer Escalation form in Salesforce. |
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Proxy Access
Topic | Hawaii Pacific Heath |
Who can request proxy access? | The following people are allowed to have proxy access: - Adult parent of a minor patient, -Legal guardian / designated surrogate of patient, -Those with Power of Attorney (POA) for health care decisions for the patient. |
Topic | Hawaii Pacific Heath |
Who will be responsible for establishing proxy access for patients? | Proxy form is available from FAQ section on login page and needs to be completed and returned to the medical facility. Users can request a Proxy Consent Form from a clinic or download the form from FAQ section logged in MyChart. (No Electronic Proxy Form Submission Available Online for Hawaii Pacific) |
Is there a proxy form required for proxy access? | Yes! A proxy form can be requested 3 ways: At the provider's office, Main MyChart Page under FAQ's or by contacting the Straub Medical Reports Services at 808-522-4285 |
Where to obtain a Proxy Form? MyChart website? Health Provider's office? Please provide details. | A proxy form can be requested 3 ways: At the provider's office, Main MyChart Page under FAQ's or by contacting the Straub Medical Records Services at 808-522-4285 |
Where can the requester send the Proxy Form once it has been completed? | Return to providers office OR Fax to Straub Medical Reports Services at 808-522-3207 - Advise patient to print out and complete form and to then return it to a Hawaii Pacific Health facility OR Fax to Straub Medical Records. **Advise patient/user proxy access will be processed within 4 business days once form is given to a Hawaii Pacific Health Facility. |
Could we have a copy of the Proxy Access Form to provide it to patients if requested via email? | From the MyChart Website under FAQ's. |
Topic | Hawaii Pacific Heath |
If the patient only uses the hospital for services such as labs, procedures or other, can they request Proxy access? If yes, what department can assist them in establishing proxy access? | Refer to Straub Medical Records at 808- 522-4285 to inquire. |
Do you have non- patient accounts for proxy access? | Yes, those who are not Hawaii Pacific Health patients must first create their non-patient account before they can have proxy access privileges to another patient. **To have a non-patient account created, they must bring their photo ID to an HPH facility |
Can we change the username for non- patient accounts? If no, please explain the process | Yes after verification |
Can we reset the password for non- patient accounts? If no, please explain the process | Yes after verification |
Can we unlock a Non-Patient Account? If no, please explain the process | Yes after verification |
Can we deactivate a Non-Patient Account? If no, please explain the process | Yes after verification |
Topic | Hawaii Pacific Heath |
Can we reactivate a Non- Patient Account? If no, please explain the process | Yes after verification |
Can we deactivate a Proxy for deceased patients? Who should they contact to update patient record as deceased? (Medical records, provider.) | Account will automatically lock once patient is marked as deceased in Epic |
If proxy access is granted to a family member/Legal guardian of patient twelve or older - is the patient required to have an active account for their proxy to have access to the patient's MyChart? | No |
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. | Child proxy ages allowed:0-13 full proxy access.14-17 limited access - parents/guardians only able to use messaging, see immunizations, and make appointments. They will not be able to see upcoming appointments. The only option for the Teen/Parent/Guardian to access records is to request them from their provider - they are not available to them in MyChart. Adult to adult-full proxy access. Proxies with access to Teens (14-17) will not be able to view selective contraceptive immunizations |
Topic | Hawaii Pacific Heath |
Can a teenager have their own account? If yes, what options/access in MyChart will be available? | No, CHILDREN 14 AND UP CANNOT have their own personal MyChart account, unless they are: Emancipated minors OR Minor with parental rights/ Teen parent can have access to their child's account however not their own account. The only option for the Teen/Parent/Guardian to access records is to request them from their provider - they are not available to them in MyChart. |
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 |
Can an activation code be provided to a verified Teen, by Nuance Support? | No |
Can a patient's Proxy see the patient's billing information and pay the bills? Any age restrictions? Any Insurance restrictions? | No, from ages 14 through age 17, parents must establish proxy access and then can only: Send messages See immunizations Make future appointments |
Can a patient's Proxy see psychiatric information in MyChart? | No |
Are psychiatric clinics allowed to grant proxy access to family members/legal guardians? | Any Hawaii Pacific Health medical facility can receive the proxy form for access. |
Topic | Hawaii Pacific Heath |
Diminished capacity. Who should they contact if they have only been seen in Hospital, is there a form? | Transfer call Straub Medical Records Services at 808-522-4285 with any questions. We should not answer any Diminished Capacity Questions. |
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Billing:
Topic | Hawaii Pacific Heath |
Billing Department Contact Information | Available Mon-Fri, 9 AM – 4:30 PM 808-522- 4013, https://www.hawaiipacifichealth.org/patients- visitors/understanding-bills/ Ask a Billing Question in Messages - Ask a question related to a bill, your insurance or payment plan. Note, these questions will be sent to HPH Billing Department |
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? | Patients should see bills ALL bills they are financially responsible for. Patient will NEVER see bills paid by other guarantors. |
When would a patient NOT see bills in MyChart? | Patients should see bills ALL bills they are financially responsible for. Patient will NEVER see bills paid by other guarantors. |
Topic | Hawaii Pacific Heath |
Can a patient make payment arrangements in MyChart? | Yes,The monthly amounts and the total numbers of payments are pre-defined based on the total balance but can be adjusted per HPH policy. If there are any questions regarding the monthly payments, please have them contact HPH Customer Services at 808-522-4013, toll free: 1- 866-266-3935. |
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? | Immediately |
Would patient receive a confirmation of Payment? | Yes |
Topic | Hawaii Pacific Heath |
Are there other Online bill pay options for patients besides MyChart? if so, where is the website? | Guest Pay for non-MyChart patients. Link is available on login page |
Can patient sign up for paperless billing using MyChart? If not who can they contact for this? | Yes |
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? | HPH don't send a separate psychiatric bills if patient is the guarantor |
Topic | Hawaii Pacific Heath |
Will patients be notified through Mychart if they are sent to collections? | No |
Is Ask Customer Service available for Bill Payment, Account Summary and Benefit and Eligibility inquires? | No, Only Customer Service Line direct number 808- 522-4013 |
Is Copay for an Upcoming appointment from the Appointment Details page available? | Yes |
Can a patient view insurance and coverage information? | Also can add/update in Billing>My Insurance>Billing Summary. Also can upload pictures of insurance cards |
Are Recent Payments Available? | Yes |
Can pt upload documents (ID & Insurance Cards ) | |
Estimates |
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APPTs, Messaging, & Features
Topic | Hawaii Pacific Heath |
Is eCheck-in available? | Yes! Hawai'i Pacific Health allows E-Visits for Patients for specific symptoms:
*Patients can expect a response within 2-3 business days. If no response within 3 business days, contact the clinic |
Is Track My Health available? | Yes,Track My Health is a tool that allows patients to enter health data to send to their provider, including Weight, Glucose, Blood Pressure & Pulse. **Track My Health must be ordered by the provider to show up in the patient's account. Patients can upload from device, or enter manually on MyChart |
Can a patient update his/her demographics in MyChart? Would those changes happen in real time in Epic as well? | Not real time. Goes to Customer Service after updated in MyChart. |
Are letters available in MyChart? | Yes, but not all. Only letters for: Medical excuse, Mammo reminders and results, patient outreach letters. |
Topic | Hawaii Pacific Heath |
Can Patients Upload a photo to their profile? | Yes |
What providers can a patient message using MyChart? | Provider seen the last 450 days, and their providers are set up to accept messages. Most HPH providers do, except for Inpatient Providers, ED Provider, Urgent Care providers. Selective HAC providers may not accept messages. Ask a medical question - Ask a simple non- urgent medical question that does not require immediate response. They are viewed only during office hours. Replies may take up to 3 business days. Note: to request refills, use the "Refill a medication" button. |
When can I expect a reply to the messages I sent to my doctor? | Physicians respond to messages within 2 business days NOTE: Effective 7/27/2022, patients now have 5 days to reply to a message or conversation in MyChart. The “Reply” button will be grayed out after 5 days. Previously it was set at 7 days. Patients can initiate a new message to their providers if needed. |
Would other person different than my doctor see and answer the message I sent to my doctor? | Any clinical staff within the office pool. All MyChart messages sent to a specific physician are accessible to Hawaii Pacific Health staff who assist physicians in providing medical care or support services. If user only wants physician to know message content, they should not send a message via MyChart. Advise user to communicate information in person. |
Topic | Hawaii Pacific Heath |
Can a patient attach documents and photos to a message in MyChart? If yes, how large can the attachment be? | Yes. Can attach up to 3 images. Allowed file types are BMP, JPEG, JPG, & PNG. Maximum file size is 2.5 MB for images. Additionally, Messages are limited to 5000 characters. |
Can a patient message a psychiatrist using MyChart? | Yes, as long as they are a HPH provider. ALL hph providers are enabled for messages. |
Can a family member with Proxy access see messages the patient has sent to their doctor? | If they choose to include the proxy on the initial message. |
Can a patient see past appointments? If yes, how far back from their MyChart activation date? | Yes The past 1095 Days. |
Topic | Hawaii Pacific Heath |
Can patients see AVS (After Visit Summaries) and Discharge summaries in MyChart? If yes, how far back from their MyChart activation date? | Yes |
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 |
Can a patient schedule an appointment? | Yes, you can request or schedule an appointment with a member of your care team from the scheduling activity tab |
Can a patient cancel an appointment using MyChart? How far in advance? | Yes, up to 23 hours before the appointment. |
Topic | Hawaii Pacific Heath |
Is there a wait list option for patients through Mychart? How will a patient be notified? | Yes! It depends on the department as to which uses this feature or not. Allows patients to be notified if an earlier appointment opens. If a patient is not on the wait list, they can click on "Get on the Wait List" on the Appointment Details page for an upcoming appointment. If a patient is on the wait list but wants to remove themselves from it: Click Get Off the Wait List |
Can a patient request a medication renewal? How long will it take for the request to be processed? | Yes! Navigate to Medications -> Request Refills -> Select appropriate medications. |
Can any physician renew a prescription in MyChart? | Yes . |
Are Video Visits Available in MyChart? | "Yes! Hawai'i Pacific Health allows E-Visits for Patients for specific symptoms:
*Patients can expect a response within 2-3 business days. If no response within 3 business days, contact the clinic" |
Topic | Hawaii Pacific Heath |
Can a physician share their progress notes with the patient via Mychart? | Yes, at the providers discretion. |
Is Appointment Confirmation available in MyChart? This allows a patient confirm an appointment seven days prior ot appointment date. | Yes |
Is Open Scheduling available in MyChart? Allows a patient to view open appointment slots online and schedule directly, even without a MyChart account. | NO, not yet. In progress, targeted for primary care providers who accept new patients |
Are Automated Appointment Reminder Emails or Texts used? | Emails only. Text messages are only used for Instant Activation when a mobile phone is present, otherwise email. |
Topic | Hawaii Pacific Heath |
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, Patients can see their health information all in one place by linking MyChart accounts from another health care organization, as long as they are also set up for sharing. Patients can view medications, problems, and allergies from other organizations at which they’ve received care right in the MyChart account from Hawai‘i Pacific Health. To link MyChart with other health organizations MyChart accounts, go to Menu- >Share My Record -> Link your Accounts |
esignature | |
Upload Identification and Insurance | |
Reschedule Appointments | |
Register for My Delivery |
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Medical Record, Test Results
Topic | Hawaii Pacific Heath |
What test results will be released for MyChart? Labs, Radiology, Imaging? | Labs go back to 2004. Most labs are released to MyChart. Imaging reports are being released in a time-delayed manner or 14 days after being resulted. This includes all imaging, Echo, EKG, Cardiac, or Neuro Studies. Imaging reports from prior to this date can be manually released by the provider. Historical results can be released but patient must make request them by messaging or calling the clinic directly. Historical results are released to MyChart with Account Activation |
Topic | Hawaii Pacific Heath |
What sensitive results will not be released for MyChart? | ALL labs are now released to Mychart, including Pathology and Cytology. The following labs have a delayed release time:
Proxies with access to Teens (14-17) will not be able to view selective contraceptive immunizations |
What is the release time for each category? Regular and abnormal test results? Radiology and imaging results? | Test results are generally released after 1-3 days and Imaging Reports are time-delayed up to 14 days. HIV, Pathology, Micro, labs marked sensitive labs, and Imaging (+Echo, EKG, Cardia, Neuro) are released on 14-day delay. All other non- sensitive labs are released upon final-resulted, 3 times a day, at 7am, 11am, and 3 pm. |
Can patients see images for test results in MyChart? | No |
Why are certain test results not shared electronically via MyChart? | All lab and imaging tests are shared |
Where can patient's call if the results were not released for MyChart? | From MyChart Results Release in Epic, you should be able to see the date/time marked for release. |
Topic | Hawaii Pacific Heath |
Can the doctors office manually release test results before the scheduled release day? | Yes, most PCPs do when they write a result comment to patients |
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? | **Be sure to have patients try "Include Hospital Results" button if missing results in MyChart. All results should be released. If seen in ER Only, Refer to Medical Records Number. |
If the patient has missing or incorrect information in their MyChart, who can they contact to request the correction? Please provide details if needed. | Refer to providers office or clinic. Refer to Medical Records Number if no PCP on file. |
How far back from the activation date, can a patient see test results in MyChart? | Labs go back to 2004. |
Topic | Hawaii Pacific Heath |
If a patient has 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? | HIM Data Integrity team handles the merge. Escalate ticket. Please use the "Multiple MRN" macro. |
Are questionnaires sent to MyChart for patients to complete in MyChart? | Yes, once the appt is scheduled |
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? | Refer patient to Hawaii Pacific Customer Service Line at 808-522-4013, toll free: 1- 866-266-3935. |
Can patients request Referrals in MyChart? | No, Referrals cannot be done via MyChart |
Request for changes to medical records | |
COVID-19 Test Information | |
COVID-19 Vaccine Information Website | https://www.hawaiipacifichealth.org/hph- covid-19-updates/covid-19-testing/ |
Topic | Hawaii Pacific Heath |
COVID-19 Vaccine Information | https://www.hawaiipacifichealth.org/hph- covid-19-updates/vaccine- update/ ***Scheduling Vaccine Test for Oahu** https://www.hawaiipacifichealth.org/hph- covid-19-updates/vaccine-update-kauai ***Scheduling Vaccine for Kauai*** |
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Technical Info
Topic | Hawaii Pacific Heath |
Is MyChart App available | Yes, on Android, iPhone, iPad and iTouch |
What functionality is available in the MyChart App? | Functions enabled in MyChart app:
|
Is Password Reset allowed from the MyChart App? | Yes |
Is MyChart Central and Lucy available for patients? | Yes |
Topic | Hawaii Pacific Heath |
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, Patients can see their health information all in one place by linking MyChart accounts from another health care organization, as long as they are also set up for sharing. Patients can view medications, problems, and allergies from other organizations at which they’ve received care right in the MyChart account from Hawai‘i Pacific Health. To link MyChart with other health organizations MyChart accounts, go to Health > Share My Record Connect Your Account. Happy Together is also available on the MyChart mobile app |
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? | |
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 |
Topic | Hawaii Pacific Heath |
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 |
Activated my account but there is nothing in it | Check to see if patient may be in system twice with 2 MRNs. |
Topic | Hawaii Pacific Heath |
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. | |
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Virtual Visits - Video Visits
Topic | Hawaii Pacific Heath |
Topic | Hawaii Pacific Heath |
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 For Teens: starting 7/20/22, scheduled telehealth visits will no longer be displayed in the Upcoming Visits section for teen patients. A video link will be sent directly to the patient, parent(s), or proxies before or during the scheduled telehealth appointment |
If Video Visits are used, what are your system requirements for the patient and what is the video platform used? | Requirements:
|
Can anyone join a video visit for a patient? | No |
Topic | Hawaii Pacific Heath |
Can a Patient not initiate a Video Visit? | Refer to One Drive - Organization Folder for Hawaii Pacific for more info. More info and screenshots are in One Drive. ***FYI: If the patient get's disconnected from their session, have the patient verify that their camera and microphone are not being used by another application. Once all applications are closed in the background, have the patient refresh browser and rejoin the visit. |
What if a patient does not have a device with audio or video? | It's required for the video visit. If they do not have a device with audio or video, patient would need to contact doctors office and request a telephone visit. |
What if a patient can not successfully download the applications needed? | No apps needed. Video Visit is launched directly through Epic. |
Is there a Standalone option for video visits ( not within MyChart) | No |
Is pre-check in required to start the Virtual Visit? | Yes, 3 days before the appointment |
How far in advance can a patient join the VV? | 30 minutes. Recommend 15 min in advance |
How long after the appointment time can a patient join the VV? | Please Note: If the patient's provider has not yet joined, the patient's screen will say "Waiting for others to connect". After the provider joins, it's at the providers discretion on how long they decide to wait for the patient to join. |
Topic | Hawaii Pacific Heath | |
If the patient misses the VV what should they do to reschedule? | call clinic to reschedule | |
If the patient misses the VV will they be billed for the visit? | Unknown at this time | |
Can the patient message the provider after the VV? | Yes | |