Topic

RWJBH

Topic

RWJBH

Agent's Citrix/VPN to Epic

https://remote.rwjbh.org/vpn/index.html

Epic Department Name

Hyperspace Initial Dept

Patient Portal Technical Support Phone

Number (Our phone number)

833-764-3570 Option: 1 for ENG 2 for SPN

MyChart (Patient Portal) Website

mychart.rwjbh.org

"Thank you for calling   , Technical Support"

RWJ Barnabas Health MyChart

MyChart Test Account Information

Admin Login

SeamlessMD Support number

n/a

MYCHART/CITRIX OUTAGES WORKFLOW

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

Inform Telehealthleads@nuance.com Contact IT:(844) 513-4357 #1

IT Support for agents and clinics/

Department

(844) 513-4357 Option #1 for EPIC

Patient Portal Technical Support Email

address (to us)

mychart-support@rwjbh.org

Main Hospital Website

www.rwjbh.org

Hospital Medical Records Phone Number

(not for MyChart issues)

732-828-3000 Option 1, then ext.: 5805

Direct # to HIM

732-828-3000 Option 1 then ext. 5805

Patient Relations

732-828-3000 EXT: 8501

If a user has privacy concerns, is there a

privacy officer they can contact?

Send to telehealthleads@nuance.com

Hospital Medical Records Web Page

https://www.rwjbh.org/rwj-university- hospital-new-brunswick/patients-

visitors/medical-records/

Billing phone number

1-877-221-7809

Information to open secure emails

N/A

Interpreter Services provided

877-261-6608

Pin:210553

Topic

RWJBH

Other patient portals used by Organization (other than MyChart)

ChangeHealthCare patientportalsupport@syntellis.com 1 (866)

735-2963x1

IQHealth

EHRMUadmin@rwjbh.org 1 (877) 621-8014

Iatric - MyChildrensSpecialized Patient &

Family Portal

HelpDesk@childrens-specialized.org 1 (732)

258-7280

RWJ MedConnect

1 (844) 220-5417

NavigatingCare

support@navigatingcare.com 1 (800) 925-

4456

HealthGrid

support@healthgrid.com

Is Multilingual Versions available in

MyChart? (different language options)

Yes, English and Spanish

Topic

RWJBH

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

Nuance would create a simple password for the patient and have the patient log in with it then the patient would be prompted to change their password. If we locked out, we can activate the

account in EPIC.

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, only after verifying all information.

Can we deactivate their MyChart account per their request? If no,

please explain the process

Yes - comment preferred

Can we reactivate their account per

their request?

Yes (Unless there is a note not to reactivate account.)

Can the patient provide verbal consent, for a family member to

access or update their MyChart?

Yes

Topic

RWJBH

Can a caller, other than the patient request to update patient's login information via phone, if the patient provides verbal consent to the

MyChart support agent?

As long as the patient is on the call. Three way conferencing allowed

Can a caller, other than the patient request to update patient's login information via phone, if the caller has POA? If no, please explain the

process

No

How many characters required for password and is there any other

password requirements?

8-20 characters, at least 1 lower case, 1 upper

case, 1 number, 1 special character

What are the Self Service Steps for

Forgot Password/Username?

For username: Name, MRN, D.O.B For Password: Username, MRN, D.O.B

Is there currently a 2 Step Factor

Authentication for password resets?

Optional. Agents can turn off 2FA in Epic upon patient's request or/and consent.

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

MyChart support team can turn off 2fa. Patient can too in account settings. Patients can text

1157 to 622622 to opt in

Topic

RWJBH

What Information is required to verify a caller's

identity over the phone?

FNAME,LNAME,DOB,ADDRESS--DO NOT ASK FOR LAST 4 OF SSN.

Topic

RWJBH

How old is a patient required to be to have their own a MyChart

account?

13 (We can assist with teen account activation but email & mobile # must belong to teen and not parent.) We can add the phone number/email if it is blank once we verify with the teen

What information is required for a patient to sign up for

MyChart?

FNAME, LNAME, ADDRESS, ZIP, EMAIL, LEGAL SEX

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, SSN not required for sign up

Topic

RWJBH

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

account?

No, SSN not required for sign up

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, SSN not required for sign up

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

account?

No

Topic

RWJBH

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

email?

no - activation codes cannot be provided verbally

Can a patient request an activation code via the MyChart

website?

Yes - Direct to the MyChart sign up - Experian will verify the identify

Wil Instant activation be available and

used?

Yes - If patient is unable to us the self sign up option, an activation lin can be sent via email or text (we can update em or # if incorrect or not on file during activation) DO NOT UPDATE ANY

OTHER DEMOGRAPHIC INFORMATION

What is the time frame before an activation

code expires?

<30 min for instant activation. >30 min -> additional verification information must be filled out

Can we provide a new activation code when the one on file has expired or

was lost by the patient?

An activation link can be sent via email or text

Topic

RWJBH

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?

Contact RWJBH MyChart Team - we will contact the HIM team and someone will get back to the patient send

to telehealthleads@Nuance.com first cc Lucy Martinez and Jeremy Adcock

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

have a PCP?

Can be done through mychart with/without assigned PCP

Can we correct typos in a patient's demographics

records?

No, patients can update their own demographics in MyChart or conta their clinic to update (Email and phone number on file can be corrected or added for activation ONLY.)

Is Self Sign Up being used?

Yes. Patient can sign up if they have an activation code. They will nee to provide D.O.B and Zip code. If no activation code, patients can be

verified through Experian.

Patient not receiving 2 step verification code by text

message

Two Factor turned on by default at sign up.

Topic

RWJBH

If a patient can see other Medical Information in their MyChart, who

should we advise?

email RWJBH MyChart team, we will send to HIM Send

to telehealthleads@nuance.com

"What is the formal process we should follow when we receive reports of HIPAA Issues/Privacy Concerns in MyChart? (i.e.Patient has another patient's medical records in their

MyChart)"

email RWJBH MyChart team, we will send to HIM Send

to telehealthleads@nuance.com

Should agents deactivate MyChart accounts immediately when 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 agents handle this issue?

yes remove proxy, email RWJBH MyChart team, we will send to HIM Send

to telehealthleads@nuance.com

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

email RWJBH MyChart team, we will send to HIM Send

to telehealthleads@nuance.com

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

if its not the patient, and proxy of the patient, then communications settings in mychart should be tweaked. If incorrect patient then email RWJBH MyChart team (telehealthleads@nuance.com), we will send to HIM

Topic

RWJBH

Topic

RWJBH

Who can request proxy access?

Patient can request or provide access for Adult to Adult.

Update 3/10: Parents can request access in Mychart if they are listed as a guardian for a child 0-12 & Teens can send parents an invite on

the portal

Who will be responsible for establishing proxy access for patients?

Update 3/10: Parents can request access in their own Mychart portal if they are listed as a guardian for a child 0-12 & Teens can send

parents an invite on the portal

Is there a proxy form required for proxy access?

Yes for 0-12 proxy request form can be submitted by the parent once they login. For teen proxy access, the teen is must login to the

account and send an invite

Where to obtain a Proxy Form? MyChart website? Health Provider's off+A5:H5ice? Please provide details.

Login To MyChart Portal > Sharing > Mychart proxy request for minors 0-12 yrs / Teens: Sharing > Share my record > Invite someone to

have access to your record

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

Update 3/10: Parents can request access in their own Mychart portal+A5:H5 if they are listed as a guardian for a child 0-12 & Teens can send

parents an invite on the portal

Could we have a copy of the Proxy

Access Form to provide it to patients if requested to us via email?

Login To MyChart Portal > Sharing > Mychart proxy request for minors 0-12 yrs

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?

N/A - wave 2

Do you have non-patient accounts for

proxy access?

No, shell reg for proxy access

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

explain the process

Yes

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

the process

Yes

Topic

RWJBH

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

process

Yes-verify identify, name, dob, email. Physical address

Can we deactivate a Non-Patient

Account? If no, please explain the process

Yes

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..)

They can deactive but they would to notify RWJBH MyChart team so they can relay to HIM team.

If proxy access is granted to a family member/Legal guardian of patient 13 or older - is the patient required to have an active account for their proxy to have access to the patient's

MyChart?

Yes, because the teen must invite the parent to activate proxy access

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

ADULT TO ADULT PROXY ACCESS?

Patient can self initiate proxy invites from MyChart, they need to enter the email and select which of 3 Adult-Adult proxy types to grant. Harshal to send chart.

Can a teenager have their own account? If yes, what options/access

in MyChart will be available?

Yes 13 or older - we can assist with account activation

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

expired?

N/A

Can an activation code be provided over the phone to a parent/legal guardian of patients 13 - 17 years old

without the patient's verbal consent?

N/A or no. Parent would have to go through proxy access process with practice or HIM (wave 2) if the patient is between 13 to 17 years old.

Can an activation code be provided to

a verified Teen, by Nuance Support?

Yes.

Can an activation link be provided to

a verified Teen, by Nuance Support?

Yes. Confirm that phone number and email belong to teen not parent/ legal guardian.

Topic

RWJBH

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

restrictions?

Yes depending on access

Can a patient's Proxy see psychiatric

information in MyChart?

N/A

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

guardians?

TBD

Who should patients/legal guardian contact for Diminished Capacity Proxy

Access?

HIM

Can we provide an activation code to a patient's family member with proxy

access on file?

No, direct to the mychart sign up - experian will verify the identify

Can a family member with Proxy Access, request the change of username and password of a patient's

MyChart account?

No

If proxy access has been established, can we enable the account for proxy

use if needed?

Yes

Topic:

RWJBH

Billing Department Contact Information

1-877-221-7809

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?

May 29th, - go live

When would a patient not see bills in MyChart?

If they have not seen a RWJBH-PE provider (harshal to provide a list of

wave 1 providers)

Can a patient make payment arrangements in

MyChart?

Yes - payment plans

Topic:

RWJBH

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?

tbd

Would the patient receive a notification of

their payment using MyChart?

Yes

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

website?

MyChart -> pay bill (Guest Pay)

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?

tbd

Will patient be notified thru MyChart if they

are sent to collections?

Yes

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

Eligibilty inquires?

Yes for bill Payment and Insurance. Communication>Messages>Ask a question

Is Copay for an Upcoming appointment from

the Appointment Details page available?

Yes

Can a patient view and edit insurance

coverage information in MyChart?

Yes

Are Recent Payments Available?

Yes

Topic

RWJBH

Is eCheck-in available?

YES, highly recommended, 3 DAYS

Is Track My Health available?

Yes

Topic

RWJBH

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

well?

Yes

Are letters available in

MyChart?

Yes

Can Patients Upload a photo

to their profile?

yes will have to be approved

What providers can a patient message using MyChart?

Patient can message any provider they have had an office visit with within the last 18 months or the next 12 months. Hospital admissions, surgeries, consults and procedures will not cause a provider to be added to a patient's account for messaging. If they have had an office visit, complete

Nuance Escalation Form.

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

doctor?

2 business days

Would another person different than my doctor see and answer the message I

sent to my doctor?

Yes, another cliician may see the message. Anyone that has access to the chart could potentially see information. If questioned, refer patient to Terms of Use or MGB privacy policy (on main website)

Can a patient attach documents and photos to a message in MyChart? If yes,

how large can the attachment be?

Yes. 10.16 mb. Types of documents: BMP, GIF, JPEG, JPG, PNG, TIF, TIFF, PDF (PDF cannot be uploaded on mobile app, only website)

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?

The patient has the option to share or not to share a message with their proxy before sending the message.

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

activation date?

YES, SINCE GO LIVE WAVE 1 - ANYTHING AFTER MAY 29, 2021

Topic

RWJBH

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

activation date?

YES, SINCE GO LIVE WAVE 1 - ANYTHING AFTER MAY 29, 2021 - WAVE 2 (FIRST IP GO LIVE)

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

summaries in MyChart?

tbd

Can a patient see future

appointments?

Yes

Can a patient request an

appointment?

Not for wave 1

Can a patient schedule an

appointment?

Yes

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

advanced ?

Yes they can, 3 days or more before appointment

Is there a wait list option for

patients thru MyChart? How will patient be notified?

YES, MESSAGE TICKLERS, TXT OR EMAIL,

Can a patient request a medication refill? How long it will take for the request to

be processed?

Yes - 2 Business Days

Can any physician renew a

prescription in MyChart?

Yes in Hyperspace, beginning they will have to send a message to provider

Are E Visits Available in

MyChart?

YES BUT FOR ONLY 3 PRACTICES

Are Video/Virtual Visits

Available in MyChart?

Yes. Patient can schedule a video/virtual visit in MyChart by selecting the Visits button in MyChart.

E - VISIT/ Virtual Visit

Trouble shooting

Contact RWJBH Mychart team --> contact practice

Can a physician share their progress notes with the

patient via MyChart?

Yes - auto shared

Topic

RWJBH

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

prior to 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.

Usually yes. 4/22 Currently turned off but is planned to be reopened

Are Automated Appointment Reminder Emails or Text Messages

used?

Yes

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

Happy Together as well?

Yes - link my records

Will On my Way be used

NOT YET--> WAVE 2

Topic

RWJBH

What test results will be released for

MyChart? Labs, Radiology, Imaging?

all of them

What sensitive results will not be

released for MyChart?

STDs, HIV, PREGNANCY - MANUAL RELEASE AT THE DOCTORS DISCRETION (13 to 17,364 days y.o)

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

results?

immediate, OB PROCEDURES for 13 to 17, 364 are manual release (Ultrasounds, etc)

Can patients see images for test

results in MyChart?

just the imaging report, not the images at the moment

Topic

RWJBH

Why are certain test results not

shared electronically via MyChart?

Due to HIPAA Reasons. If the patient went to a NON-RWJBH facility

Where can patient's call if the results

were not released for MyChart?

Ordering provider

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?

N/A

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

RWJBH MyChart Support Team --> HIM WORKFLOW: Email for escalation can be sent to telehealthleads@nuance.com for further assistance ONLY if Name/DOB/SSN/MRN is incorrect /

If patient is unable to verify information due to info being incorrect (Address, ZIP, Phone #), we can refer to clinic to correct demographic

information.

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

MyChart?

TBD

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 to telehealthleads@nuance.com cc Lucy Martinez and Jeremy Adcock.

Are questionnaires sent to MyChart

for patients to complete in MyChart?

echeckin has questionnaires but they are able to send questionnaires to mychart

Can a patient submit updates to their medications and medical history in

MyChart?

The updates will be reconciled and added to ttheir record by the clinic team during patient's next visit.

Topic

RWJBH

If the medical information is incorrect in MyChart, who can the patient contact to make the

changes/corrections?

RWJBH MyChart Support Team --> HIM Send email to telehealthleads@nuance.com cc Lucy Martinez and Jeremy Adcock (NOT for wrong Address on file-Refer to clinic)

Can patient request Referrals in

MyChart?

yes via messaging - medical advice request

COVID-19 Test Information

https://www.rwjbh.org/blog/2020/april/new-

jersey-testing-centers-for-covid-19/

COVID-19 Vaccine Information Website

https://www.rwjbh.org/patients-visitors/what- you-need-to-know-about-covid-19/covid-19- vaccine-faq/

COVID-19 Vaccine Information

Patients can self schedule on portal. They can also schedule by phone: Vaccination call center: 855- 568-0545 8 AM- 8PM

Senior hotline (65 & older)- 856-249-7007 8AM- 8PM(Somerset Megacenter) They are in operation on Wednesdays (2-7pm EST) and Saturdays 9am- 3pm.

Topic

RWJBH

Is MyChart App available?

Yes! Download the MyChart App via Google Play or the Apple App Store

The site has links to both stores from within the account Google

Play:https://play.google.com/store/apps/details? id=epic.mychart.android&hl=en

Apple App

Store: https://apps.apple.com/us/app/mychart/id382952264

What functionality is available in the MyChart

App?

should have all the information that is available via the mychart web

Is Password Reset allowed

from the MyChart App?

Yes

Topic

RWJBH

Is MyChart Central and

Lucy available for patients?

Yes

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

well?

Yes - link my records

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 for merge. Send an encrypted email

to telehealthleads@nuance.com cc Lucy Martinez and Jeremy Adcock.

FOR 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.

Invalidate activation code in Epic, generate new code, send new instant activation link to patient by text or email.

We CANNOT provide code verbally over the phone

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

Refresh page and try again. Patients may also utilize the "Guest pay" functionality on the landing page. If error persists refer to billing dept. to pay by phone:1-877-221-

7809

Billing Payment Error FSA/ HSA not accepted

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.

If so, These cards are often not accepted on our website.

Please contact billing department to pay via phone.

Topic

RWJBH

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 commonly 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. Do admin login to confirm that there aren't any unread old messages. The patient will need to open message so that it no longer appears as unread. (Note:Please do not open/click on the messages for patient while in admin login)

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.

Do admin login to see if there are results that have not been

opened/ read.

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.

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.

Topic

RWJBH

Bedside IT Issues?

For clinics only: RWJBH Service Desk Toll free (844) 513- 4357/ Local (732) 369-5990. (Please do not provide phone

number to patients)

Topic

RWJBH

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

Virtual Visit?

Yes

Are Video/Virtual Visits Available

in MyChart?

Yes. Patient can schedule a video/virtual visit in MyChart by selecting the Visits button in MyChart.

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

video platform used?

Video platform is Epic's native solution. A device with a webcam, microphone and speakers with at least 1 Mbps of network bandwidth available for the visit.

Can anyone join a video visit for

a patient?

Must have proxy

Why can a Patient not initiate a Video Visit?

CERTAIN Visit types restrictive to in person only -> for ex annual physical. Browser requirements-->Firefox,

safari, chrome

What if a patient does not have

a device with audio or video?

Call the practice where they scheduled to consult about different options

What if a patient can not successfully download the

applications needed?

Only need to download MyChart.

Is there a Standalone option for video visits ( not within

MyChart)

No

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

Yes. On Mobile devices patients will see a pop up notification requiring E-Checkin. On desktop, they will see E-checkin on the appointment details screen. E- Check in is found in the Visits menu, under upcoming

visits.

Topic

RWJBH

How far in advance can a patient

join the VV?

pre/post 1 hour

How long after the appointment

time can a patient join the VV?

1 hour

If the patient misses the VV what should they do to

reschedule?

Call the practice, schedule again via mychart, etc

If the patient misses the VV will

they be billed for the visit?

no

Can the patient message the provider after the VV?

Via messages - yes, if they are listed as part of the care team (also patient needs to have in office visit for provider to be on care team) If they have not seen a provider then it will populate after the patient has an

appointment

If the patient needed a Work Letter after the Video Visits and they do not receive it what

should they do?

Call the practice or message the practice

HELPFUL LINKS