Topic

Omaha Children's (Nebraska)

Agent's Citrix/VPN to Epic

https://portal.chsomaha.org/logon/LogonPoint

Epic Department Name

ACCESS CENTER

Topic

Omaha Children's (Nebraska)

Patient Portal Technical Support Phone Number (Our phone number)

844-296-4615

MyChart (Patient Portal) Website

https://connect.childrensomaha.org/mychart/Aut

"Thank you for calling  , Technical Support"

Childrens Connect

Mychart Test Account Information

Coming Soon!

SeamlessMD Support number

N/A

MYCHART/CITRIX OUTAGES WORKFLOW

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

N/A

IT Support for agents and clinics/ Department

402-955-6700

Patient Portal Technical Support Email address (to us)

childrensconnect@childrensomaha.org

Main Hospital Website

www.childrensomaha.org

Topic

Omaha Children's (Nebraska)

Hospital Medical Records Phone Number (not for MyChart issues)

402-955-3800

Direct # to HIM

402-955-3800

Patient Relations

If a patient complaint is received via email, please

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

Privacy Concerns should be directed to Mary May there is an URGENT situation IE patient in danger, her cell: 402-714-2910

Hospital Medical Records Web Page

https://www.childrensomaha.org/hospital-experie records/#medical-record

Billing phone number

402-955-5421 or 866-535-3412 Monday through EMAIL: pfssupport@childrensomaha.org WEBSITE experience/billing-insurance-medical-records/

Information to open secure emails

NA

Interpreter Services provided

Responses received in Spanish within Children's C

Other patient portals used by Organization (other than MyChart)

None

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

Spanish

Topic

Omaha Children's (Nebraska)

Can we reset patient's password? If no, please explain the process

YES - Preferred to use CHILD or LETMEIN as temporary password.

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

Yes - Once we verify account.

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

No

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

Yes - Please notate why, and escalate the issue immediately by completing a Customer Escalation form in Salesforce.

Can we reactivate their account per their request?

Yes.

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

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

5 character, including a number and special character.

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

Is there currently a 2 Step Factor Authentication

Note: Effective 7/27/22, patients logging in will see a prompt to set up 2FA. If they chose, they can turn off 2FA by clicking on "Turn off two-step verification

Topic

Omaha Children's (Nebraska)

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

Patient not receiving 2 step verification code by text message.

We can disable 2FA for the parent

Topic

Omaha Children's (Nebraska)

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

Name, Date of Birth and Address. Name and Date of Birth for Proxy accessing account.

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

"Non-Patient Proxy Accounts: Name, DOB, Last 4 of SSN, Address, Email Patient Accounts: Name, DOB, Last 4 of SSN, Address, Email"

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?

No, generic SSN's should not be provided.

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

No, generic SSN's should not be provided.

Topic

Omaha Children's (Nebraska)

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. If patients/proxies are submitting an online activation request, they are required to enter their entire SSN. We will not provide them with a generic SSN.

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

NA

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

Yes

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

Yes

Will Instant activation be available and used?

Not at this time, should be available 12/2021

What is the time frame before an activation code expires?

60 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?

Please escalate the issue immediately by completing a Customer Escalation form in Salesforce.

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

They would need to make the request via MyChart, or at a providers office.

Topic

Omaha Children's (Nebraska)

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

Minor typo's in Non-Patients account, only - after verification complete.

Including-Minor Typos allowed for DOB on Non- Patient account

Is Self Sign Up being used?

Yes!

Patient not receiving 2 step verification code by email

We can disable 2FA for the parent

Topic

Omaha Children's (Nebraska)

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

We should remove the incorrect proxy/patient, and escalate MRN for ALL patients 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?

We should remove the incorrect proxy/patient, and escalate MRN for ALL patients by completing a Customer Escalation form in Salesforce..

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

YES

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?

YES, once we remove the incorrect Proxy/Patient we should escalate with ALL MRN's by completing a Customer Escalation form in Salesforce.

Topic

Omaha Children's (Nebraska)

If a user has privacy concerns, not directly related to their MyChart account, is there a privacy officer they can contact?

Please escalate the issue immediately by completing a Customer Escalation form in Salesforce.

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

Retrieve the email they are receiving the alert to and from, as well as any names mentioned in the email, and please complete a Customer Escalation form in Salesforce.

Topic

Omaha Children's (Nebraska)

Who can request proxy access?

Legal guardians (parents) and foster parents (with the help of social work). NOTE: For Internal Information only - Step-parents CANNOT request access unless there are actual guardian ship papers on file in the Media tab in Chart review.

Who will be responsible for establishing proxy access for patients?

Access requested via online form on Children's Connect. Proxy is established by internal process via the Access team at Children's.

Is there a proxy form required for proxy access?

Online Form on Children's Connect.

Where to obtain a Proxy Form? MyChart website? Health Provider's office? Please provide details.

Online Form on Children's Connect.

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

Online Form on Children's Connect.

Topic

Omaha Children's (Nebraska)

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

Online Form on Children's Connect.

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?

Online Form on Children's Connect.

Do you have non-patient accounts for proxy access?

Yes, this is the primary account at Children's Connect.

Please refer to Activation tab and Username Password tab for additional support information.

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

Yes, as long as we verify their identify first

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

Yes.

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

Yes.

If the proxy receives the following message when trying to sign in- "You cannot access the record of xxxxxx because this account is not MyChart active." Please apologize to the proxy- advise we will escalate their account, once the account is resolved they will then be able to sign in. No ETA on how long it will take to correct.-Escalate to Mary Maye

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

Yes.

Topic

Omaha Children's (Nebraska)

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

Yes.

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

Deceased patients automatically have their accounts deactivated.

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?

No - They would have a Non- patient account.

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.

CP NON-PATIENT ACCESS CLASS -

All proxies that do not have a patient account and for children under the age of 19.

CP PATIENT ACCESS CLASS -

Assigned to those who need an account over the age of 19 or for parents that are patients as well. Think CHMC employees who have children that use Children's providers and services.

CP CHILD ACCESS CLASS - What

the parent sees about themselves when accessing the account as a proxy for their child.

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

Yes BUT this has to be an agreed upon account between the parent and their provider. This is rarely used.

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, after we have verified their information.

Topic

Omaha Children's (Nebraska)

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

No, that would be provided by doctor's office.

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

Yes.

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

If proxy cannot, guide them to that clinic's office.

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

There is only have one Behavioral Health clinic at Omaha Children's. They may sign up a patient or proxy in person.

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

Proxy should contact their child's provider for assistance with Diminished Capacity access.

Topic

Omaha Children's (Nebraska)

Billing Department Contact Information

PHONE: 402-955-5421 or 866-535-3412 Monday thro

EMAIL: pfssupport@childrensomaha.org WEBSITE: ht experience/billing-insurance-medical-records/

Can patient see Account Summary and pay bills in MyChart

Yes.

Topic

Omaha Children's (Nebraska)

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

Approximately 2012

When would a patient NOT see bills in MyChart?

They have more than one guarantor and that guarant patient account.

Can a patient make payment arrangements in MyChart?

No - but they can send a message to billing

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

Yes, patients will continue to see their outstanding ba call or email the billing office at the number/email lis document.

Once the past due bill is up-to-date with payments, would the patient see the bill in MyChart?

No, but they will see their statements.

How long does it takes for MyChart to display a payment and the new balance?

Immediately

Topic

Omaha Children's (Nebraska)

Would patient receive a confirmation of Payment?

Yes.

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

Yes, they can pay directly on our main public facing w guest on the main MyChart webpage.

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

Yes.

NOTE: Effective 10/1/2022 - all statements will be pa after 10/1/2022 to change their preference back to m

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.

Topic

Omaha Children's (Nebraska)

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?

N/A

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

N/A

Can a patient view insurance and coverage information?

N/A

Are Recent Payments Available?

N/A

Can pt upload documents (ID &

Insurance Cards )

N/A

Estimates

Yes, there is an Estimates button on the login page fo

Topic

Omaha Children's (Nebraska)

Is eCheck-in available?

Yes.

Is Track My Health available?

Yes.

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

No, the request for update would be sent to a pool to be reviewed before being updated

Are letters available in MyChart?

Yes.

Can Patients Upload a photo to their profile?

Yes - But it gets approved by Access as often times the photos are not appropriate.

What providers can a patient message using MyChart?

Patient can message any provider that they have had an encounter with or have an encounter scheduled with.

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

Messages are stated to have a 2 business day turnaround, although our message reply rate is much much faster. NOTE: They have the highest message return rate for all Epic peds hospitals!

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

Yes - All patient messages are sent to a nurse pool for the department in which the provider works. (With the exception of our Behavioral Health providers and some ancillary staff like dieticians)

Topic

Omaha Children's (Nebraska)

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

Yes.

Image and Document Sizes: 5000KB max. Only JPG, PNG, TIFF, BMP, TIF,

PDF, and JPEG accepted.

Video Sizes: 40000KB max. Only MOV, AVI, MPG, MP4, MPEG, WMV

and 3GP accepted.

Can a patient message a psychiatrist using MyChart?

Yes.

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

We allow physician's to select who sees the message.

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

Yes, from 2012 forward

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

Yes, from 2012 forward

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.

Topic

Omaha Children's (Nebraska)

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

Yes - Typically only able to cancel an appointment up until 24 hours before the appointment. Some departments are 3 days before the appointment.

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

Yes, Fast Pass.

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

Yes - Those are typically processed the same day depending on when the request was sent. Will follow the messaging timeline of up to 2 days.

Can any physician renew a prescription in MyChart?

Yes.

Are Video Visits Available in MyChart?

Yes.

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

Yes - This is on by default for outpatient and inpatient providers.

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.

Are Automated Appointment Reminder Emails or Texts used?

Both.

Topic

Omaha Children's (Nebraska)

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 - We use Happy Together with Nebraska Medicine and CHI locally as well as some other non-epic organizations.

esignature

Upload Identification and Insurance

Reschedule Appointments

Register for My Delivery

Topic

Omaha Children's (Nebraska)

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

Most labs, plain film x-rays, CT's, MRI's, Ultrasounds, Echo's and ECG's.

What sensitive results will not be released for MyChart?

Pathology, Genetic testing, STI testing, HIV testing, Pregnancy. (There is also a small list of very complicated lab tests that we do not release.) Providers DO have ability to manually release results.

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

All normal lab results are released automatically every hour on the hour 24/7. All abnormal lab results are released automatically at 72 hours.

All Radiology and Cardiology imaging/testing is automatically released 3 days after the report if FINAL.

Topic

Omaha Children's (Nebraska)

Can patients see images for test results in MyChart?

No, only the report.

Why are certain test results not shared electronically via MyChart?

Organizational decision. Please direct them to call their provider's office.

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

They need to call their provider's office who ordered the test.

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?

All tests (within the guidelines above) are released regardless if the patient has a PCP. If they have an active MyChart account, they will see their test results. If there is a question, then escalate to Mary Maye.

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 there is clinical information missing, they need to contact the appropriate provider's office for correction. If it is other type of information, direct them to call HIMs.

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

They will see all test results from 2012 forward once they activate

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?

If we determine there are multiple medical records, please direct patient to contact HIM at 402-955-3800.

Topic

Omaha Children's (Nebraska)

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

Yes - These are automatically sent when specific appointment types are 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?

The clinic staff in the respective department - They can send a message via MyChart to their provider.

Can patient request Referrals in MyChart?

Not formally. They could send in a patient advice message asking for one. The actual order for the referral has to be placed by the provider in Epic.

Request for changes to medical records

COVID-19 Test Information

COVID-19 Vaccine Information Website

COVID Vaccine Hotline: 402- 955-3200

COVID-19 Vaccine Information

Topic

Children's Omaha (Nebraska)

Is MyChart App available

Yes.

What functionality is available in the MyChart App?

Almost all the same features as web version.

Topic

Children's Omaha (Nebraska)

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 - They use Happy Together with Nebraska Medicine and CHI locally as well as some other non-epic organizations.

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

Children's Omaha (Nebraska)

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

Children's Omaha (Nebraska)

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

Children's Omaha (Nebraska)

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.

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

Zoom w/ MyChart Integration (Nothing special needed)

Can anyone join a video visit for a patient?

They would be required to have an active proxy account.

Can a Patient not initiate a Video Visit?

They can request a video visit with Urgent Care.

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

They would not qualify to request a video visit.

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

They need to contact their provider and schedule an in- person visit.

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

No.

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

eCheck-in is required for Virtual Visit.

How far in advance can a patient join the VV?

10 Minutes

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

10 Minutes

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

Contact the scheduling providers office.

Topic

Children's Omaha (Nebraska)

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

No.

Can the patient message the provider after the VV?

Yes.