| Organization Information | ||
| Topic | St Jude | |
| Agent's Citrix/VPN to Epic | https://virtualapps.stjude.org/Citrix/StoreWeb/ | |
| Epic Department Name | any department | |
| Patient Portal Technical Support Phone Number (Our phone number) | 901-595-4636 | |
| MyChart (Patient Portal) Website | mychart.stjude.org | |
| "Thank you for calling ______, Technical Support" | Thank you for calling St. Jude MyChart Support. | |
| Mychart Test Account Information | N/A | |
| SeamlessMD Support number | N/A | |
| MYCHART/CITRIX OUTAGES WORKFLOW (Please follow this process to report all System, Citrix, or MyChart Issues or Outages ASAP) | 1. Open ServiceNow Ticket. 2. If MyChart issue, Teams Danielle Tacker. If Citrix Outage, prior to 10/1, contact Nikki Chapman or Josh Greer to escalate. If Citrix Outage, post 10/1, open high priority ServiceNow Ticket and call x1180 (Ops Command Center) to alert. |
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| IT Support for agents and clinics/ Department | IS Help Desk is the department | |
| Patient Portal Technical Support Email address (to us) | ISCHIMSROI@stjude.org | |
| Main Hospital Website | www.stjude.org | |
| Hospital Medical Records Phone Number (not for MyChart issues) | 901-595-3680 | |
| Direct # to HIM | 901-595-3680 | |
| Patient Relations | 901-595 | |
| If a user has privacy concerns, is there a privacy officer they can contact? | ||
| https://www.stjude.org/legal/notice-of-privacy-practices.html | ||
| Hospital Medical Records Web Page | N/A - Call the main line | |
| Billing phone number | ||
| Information to open secure emails | Please send through St. Jude outlook or teams. | |
| Interpreter Services provided | Yes, in person interpreters provided. | |
| Other patient portals used by Organization (other than MyChart) | Cerner Patient Portal will go away on 10/1 | |
| Is Multilingual Versions available in MyChart? (different language options) | English & Spanish | |
| Username & Password | ||
| Can we reset patient's password? If no, please explain the process | Yes | |
| 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 | |
| Can we deactivate their MyChart account per their request? If no, please explain the process | Yes | |
| 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? | No - refer to Patient Registration | |
| How many characters required for password and is there any other password requirements? | 8 with Capital and number | |
| What are the Self Service Steps for Forgot Password/Username? | See Log in page. | |
| Is there currently a 2 Step Factor Authentication for password resets? | Yes | |
| Does the MyChart Website have a Captcha requirement when logging into their MyChart account? If yes, what is the Captcha (words, pictures, etc.) | Yes, requirement for access request, pictures | |
| Patient not receiving 2 step verification code by text message? | Allow for 1-3 minutes to receive the text. | |
| Activation | ||
| What Information is required to verify a caller's identity over the phone? | Patient name, DOB, phone or email, patient's MRN | |
| What information is required for a patient to sign up for MyChart? | See sign up form on the website. | |
| 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? | SSN is not required | |
| If applicable: Can we provide the patients with the generic social security number on file to create their MyChart account? | No, refer to Registration. ATE will NOT be creating patients in Epic. | |
| 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? | SSN is not required | |
| If applicable: Can we provide the patients with MRN on file to create their MyChart account? | N/A | |
| If applicable: Can the MyChart Support Desk provide patients with an activation code over the phone or via email? | send them the activation code, do not provide over the phone | |
| Can a patient request an activation code via the MyChart website? | Yes | |
| Will Instant activation be available and used? | Yes | |
| What is the time frame before an activation code expires? | 14 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 HIM or Registration | |
| Who can the patient contact to request an update or change in their demographics if they do not have a PCP? | Refer to Registration | |
| Can we correct typos in a patient's demographics records? | Refer to HIM or Registration | |
| Is Self Sign Up being used? | Yes | |
| Patient not receiving 2 step verification code by text message | Allow for 1-3 minutes | |
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| HIPAA | ||
| If a patient can see other Medical Information in their MyChart, what should we advise? | Refer to HIM | |
| What is the formal process we should follow when we receive reports of HIPAA Issues/Privacy Concerns in MyChart? | Refer to HIM (phone # above) | |
| Should agents deactivate MyChart accounts immediately with a HIPAA issue is reported? | Refer to HIM (phone # above) | |
| 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? | Refer to Registration | |
| If a user has privacy concerns, not directly related to their MyChart account, is there a privacy officer they can contact? | Refer to HIM (phone # above) | |
| If a caller states they are receiving MyChart Notification Emails for a patient, how should this be handled? | Refer to HIM (phone # above) | |
| Proxy Access | ||
| Who can request proxy access? | Consenters, caregivers, family members | |
| Who will be responsible for establishing proxy access for patients? | Post go-live Registration | |
| Is there a proxy form required for proxy access? | Yes | |
| Where to obtain a Proxy Form? MyChart website? Health Provider's office? Please provide details. | MyChart website (listed above) See Guardian form | |
| Where can the requester send the Proxy Form once it has been completed? | Automatically goes to inbasket, being monitored by ATE | |
| Could we have a copy of the Proxy Access Form to provide it to patients if requested to us via email? | Not at this time. | |
| If the patient only uses the hospital for services as labs, procedures or other, can they request Proxy access? If yes, what department can assist them in establishing proxy access? | N/A | |
| Do you have non-patient accounts for proxy access? | N/A | |
| Can we change the username for Non-patient accounts? If no, please explain the process | N/A | |
| Can we reset the password for Non-patient accounts? If no, please explain the process | N/A | |
| Can we unlock a Non-Patient Account? If no, please explain the process | N/A | |
| Can we deactivate a Non-Patient Account? If no, please explain the process | N/A | |
| Can we reactivate a Non- Patient Account? If no, please explain the process | N/A | |
| Can we deactivate a Proxy for deceased patients? Who should they contact to update patient record as deceased. (Medical records, provider..) | No, Refer to HIM | |
| 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? | patient 14 and over. No patient account is required | |
| 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. | Proxy access 14-18, cannot see provider messaging. | |
| Can a teenager have their own account? If yes, what options/access in MyChart will be available? | Yes, at 14 | |
| 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 Experis Support? | Yes | |
| Can a patient's Proxy see the patients billing information and pay the bills? Any age restrictions? Any Insurance restrictions? | N/A | |
| Can a patient's Proxy see psychiatric information in MyChart? | Yes (No restrictions) | |
| Are psychiatric clinics allowed to grant proxy access to family members/legal guardians? | Yes (No restrictions) | |
| Diminished capacity. Who should they contact if they have only been seen in Hospital, is there a form? | Refer to HIM | |
| Proxy Chart: | ||
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| Billing: | ||
| Billing Department Contact Information | ||
| Can patient see Account Summary and pay bills in MyChart | Patient will have to request a detail bill in MyChart (that's the only billing info). They won't see other billing info | |
| How far back from MyChart activation date, can the patient see bills in MyChart? | N/A | |
| When would a patient NOT see bills in MyChart? | N/A | |
| Can a patient make payment arrangements in MyChart? | N/A | |
| Can past due bills be paid in MyChart?, If not, where can the patient call to pay? | N/A | |
| Once the past due bill is up-to-date with payments, would the patient see the bill in MyChart? | N/A | |
| How long does it takes for MyChart to display a payment and the new balance? | N/A | |
| Would patient receive a confirmation of Payment? | N/A | |
| Are there other Online bill pay options for patients besides MyChart? if so, where is the website? | N/A | |
| Can patient sign up for paperless billing using MyChart? If not who can they contact for this? | N/A | |
| Can the patient cancel the paperless billing using MyChart? If not who can they contact for this? | N/A | |
| Are psychiatric bills available to pay in MyChart? If not, what are the patients options to pay? | N/A | |
| Will patient be notified thru Mychart if they are sent to collections? | N/A | |
| 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 | N/A | |
| APPTs, Messaging, & Features | ||
| 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? | Yes | |
| Are letters available in MyChart? | Yes | |
| Can Patients Upload a photo to their profile? | Yes | |
| What providers can a patient message using MyChart? | Estiablished relationships | |
| When can I expect a reply to the messages I sent to my doctor? | 2 business days | |
| Would other person different than my doctor see and answer the message I sent to my doctor? | Yes | |
| Can a patient attach documents and photos to a message in MyChart? If yes, how large can the attachment be? | Yes, attach files. | |
| 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? | Not for ages 14-18 | |
| Can a patient see past appointments? If yes, how far back from their MyChart activation date? | 3 years back | |
| Can patient see AVS (After Visit Summaries) and Discharge summaries in MyChart? If yes, how far back from their MyChart activation date? | Yes, 3 years | |
| 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? | No, they have to request | |
| Can a patient cancel an appointment using MyChart? How far in advance? | No, they can request | |
| Is there a wait list option for patients thru Mychart? How will patient be notified? | No | |
| Can a patient request a medication renewal? How long it will take for the request to be processed? | Yes 1-2 days | |
| Can any physician renew a prescription in MyChart? | Prescribing provider | |
| Are Video Visits Available in MyChart? | Yes | |
| Can a physician share their progress notes with the patient via Mychart? | Yes | |
| Is Appointment Confirmation available in MyChart? This allows a patient confirm an appointment seven days prior ot appointment date. | TBD | |
| 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? | ||
| 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 | |
| esignature | Yes | |
| Upload Identification and Insurance | Yes | |
| Reschedule Appointments | ||
| Register for My Delivery | N/A | |
| Medical Record, Test Results | ||
| What test results will be released for MyChart? Labs, Radiology, Imaging? | ||
| all but HIV results | ||
| What sensitive results will not be released for MyChart? | HIV results | |
| What is the release time for each category? Regular and abnormal test results? Radiology and imaging results? | Immediate | |
| Can patients see images for test results in MyChart? | No | |
| Why are certain test results not shared electronically via MyChart? | all are shared but HIV or if the family request it not be shared | |
| Where can patient's call if the results were not released for MyChart? | The patient's main clinic | |
| Can the doctors office manually release test results before the scheduled release day? | N/A | |
| 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. | HIM | |
| How far back from the activation date, can patient see test results in MyChart? | 3 years | |
| 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? | N/A | |
| 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? | HIM | |
| Can patient request Referrals in MyChart? | No | |
| Request for changes to medical records | HIM | |
| COVID-19 Test Information | Yes | |
| COVID-19 Vaccine Information Website | ||
| COVID-19 Vaccine Information | Yes | |
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| Technical Info | ||
| Is MyChart App available | Yes | |
| What functionality is available in the MyChart App? | standard functionality | |
| Is Password Reset allowed from the MyChart App? | Yes | |
| Is MyChart Central and Lucy available for patients? | N/A | |
| Is the organization using Happy Together? If so, what local organizations do you share a patient base with that use Happy Together as well? | N/A | |
| FOR ALL CLIENTS | ||
| Session timed out | ||
| Using correct activation code and personal info and it still says invalid code | Send new code | |
| Unable to pay bill, reviewing an error, what should we try? | N/A | |
| Not receiving the reset email or username email | Check spam, validate email. Doesn't work, enter ticket | |
| Not receiving notifications, but they are turned on | Validate communication information. Enter ticket if it doesn't work. | |
| Received a notification of new message, but there is not one when I sign in | contact information is in the wrong chart, contact HIM | |
| When trying to view my test results not all pages are loading | Enter ticket | |
| Received a notification of new test, but there is not one. | Refer to HIM | |
| Using correct login info but still says invalid | Enter ticket | |
| Cannot get past Captcha feature | Enter ticket | |
| Activated my account but there is nothing in it | HIM | |
| Signed into my proxy account, but I do not see the new message/ test result | HIM | |
| Browser Functionality | latest version of safari or google chrome | |
| Bedside IT Issues? | Enter ticket | |
| Virtual Visits - Video Visits | ||
| Does the Case Record Type need to be changed to Telehealth, when caller/chatter indicates they need help in regards to a Virtual Visit? | N/A | |
| 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? | latest browser requirements | |
| Can anyone join a video visit for a patient? | by invitation | |
| Can a Patient not initiate a Video Visit? | ? | |
| What if a patient does not have a device with audio or video? | Call clinic to change visit type. | |
| What if a patient can not successfully download the applications needed? | Call clinic to change visit type. | |
| Is there a Standalone option for video visits ( not within MyChart) | Direct link sent via email or text | |
| Is pre-check in required to start the Virtual Visit? | Yes | |
| How far in advance can a patient join the VV? | 15 min | |
| How long after the appointment time can a patient join the VV? | 15 min | |
| If the patient misses the VV what should they do to reschedule? | Call clinic to change visit type. | |
| If the patient misses the VV will they be billed for the visit? | N/A | |
| Can the patient message the provider after the VV? | If there is a relationship/care team | |