Topic

Texas Scottish Rite Hospital (TSRH)

Agent's Citrix/VPN to Epic

https://citrix.tsrh.org/vpn/index.html

Epic Department Name

PATIENT ACCESS

Topic

Texas Scottish Rite Hospital (TSRH)

Patient Portal Technical Support Phone Number (Our phone number)

214-559-5020

MyChart (Patient Portal) Website

https://mychart.scottishriteforchildren.org/MyCha

"Thank you for calling  , Technical Support"

Scottish Rite MyChart

Mychart Test Account Information

https://mychart.scottishriteforchildren.org/MyCha Username: SRHINTOUCHIV

PASSWORD: Epictest1!

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

214-559-8357

Patient Portal Technical Support Email address (to us)

mysrh@tsrh.org

Main Hospital Website

https://scottishriteforchildren.org/

Topic

Texas Scottish Rite Hospital (TSRH)

Hospital Medical Records Phone Number (not for MyChart issues)

Medical Record Main # - 214-559-7455

Direct # to HIM

Medical Record Main # - 214-559-7455

Patient Relations

Keisha Tolbert (Lakeisha.tolbert@tsrh.org) 214-55

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

Keisha Tolbert 214-559-7493 lakeisha.tolbert@tsr

Hospital Medical Records Web Page

n/a

Billing phone number

214-559-8630

Information to open secure emails

n/a

Interpreter Services provided

n/a

Other patient portals used by Organization (other than MyChart)

n/a

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

n/a

Topic

Texas Scottish Rite Hospital (TSRH)

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

Yes, reset to Password01

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. IF the account is deactivated and HIM is in the Username - DO NOT REACTIVE without confirmation.

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

Yes, only if requested by the account holder.

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?

Yes, if the patient is 18+ yrs and verification is complete of patient name, date of birth and zip code.

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

"Minimum of nine characters

At least one number and one letter

At least one capital letter (new)

At least one punctuation character (new)"

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

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

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

Topic

Texas Scottish Rite Hospital (TSRH)

Patient not receiving 2 step verification code by text message?

Topic

Texas Scottish Rite Hospital (TSRH)

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

Proxy/Contact must verify their name and two out of three of the following: home address, email, or phone number. They also need to verify the child's full name, date of birth & zip code.

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

"1. Patient must be over 14 y/o.

1. If patient is younger than 18 y/o, the parent needs to have a proxy account and needs to complete a consent form for the teen to have access.

2. If the patient is older than 18 y/o, need the name, dob, address, email, phone number for the patient.

The URL for Self Access requests

is: https://www.mysrh.org/MyChart/publicforms.asp? mode=showform&formname=SelfAccessRequest "

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

Topic

Texas Scottish Rite Hospital (TSRH)

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

N/A

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

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

N/A

Topic

Texas Scottish Rite Hospital (TSRH)

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

Yes, via Activation link. We can ONLY provide over the phone, when they have difficulty receiving the link.

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

"Proxies can.

Via https://mysrh.org/MyChart/publicforms.asp? mode=showform&formname=ProxyAccessRequest Patients can submit the self access request form to receive a new activation email

at https://www.mysrh.org/MyChart/publicforms.asp? mode=showform&formname=SelfAccessRequest.

SRC typically sends Activation link and activation code is within the link."

Will Instant activation be available and used?

Yes

What is the time frame before an activation code expires?

24 hours Max

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

Yes, resend the activation link

Topic

Texas Scottish Rite Hospital (TSRH)

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?

HIM Inbasket Message

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

HIM Inbasket Message

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

NO

Is Self Sign Up being used?

n/a

Patient not receiving 2 step verification code by text message

n/a

Topic

Texas Scottish Rite Hospital (TSRH)

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

Deactivate account Immediately. Please escalate the issue immediately 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?

Deactivate account Immediately. Please escalate the issue immediately 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?

DO NOT REMOVE, only

deactivate.

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

Keisha Tolbert 214-559-

7493 lakeisha.tolbert@tsrh.org

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

Escalate Ticket to Mary Maye

Topic

Texas Scottish Rite Hospital (TSRH)

Topic

Texas Scottish Rite Hospital (TSRH)

Who can request proxy access?

Limited access via Nuance- Only Parent or Legal Guardian

-If your child is age 0-17 years, you will be granted full access to your child's record.

Once child reaches age 14 years, he/she will be able to access his/her own mySRH record pending the approval of the parent/guardian.

Once child reaches age 18 years, parent/guardian will no longer have access to child's mySRH record.

If you are a patient over the age of 18 requesting access to your own record, please complete the Self Access Request: Self Access Request

Who will be responsible for establishing proxy access for patients?

Nuance will provide limited proxy access; HIM provide full proxy access

Is there a proxy form required for proxy access?

Yes- It is located on the MyChart homepage after patient is logged in.

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

Can request proxy on MyChart Homepage after log in, or contact HIM for paper forms if needed.

Topic

Texas Scottish Rite Hospital (TSRH)

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

The Proxy Form is electronically submitted and then processed by HIM. Paper form can be emailed to mysrh@tsrh.org

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

Yes.

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?

Yes.

Do you have non-patient accounts for proxy access?

Yes.

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, reset to Password01

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

Yes. IF the account is deactivated and HIM is in the Username - DO NOT REACTIVE without confirmation.

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, if MyChart Proxy form is completed on file for caller.

Topic

Texas Scottish Rite Hospital (TSRH)

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

No, HIM deactivates deceased accounts. Send HIM Inbasket Message

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, the patient is not required to have a MyChart account for proxy access.

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.

TEEN is 14-17.Parent Accessing Child: Full Access Parent Accessing Child: Limited Access

Parent Accessing Teen: Limited Access

Adult Accessing Adult: Full Access

Adult Accessing Adult: Limited Access

Adult Accessing Child: Legal

/ TX Family Code

Adult Accessing Adult: Legal

/ TX Family Code Provider Accessing Child: Limited Access (coming soon)

Teacher Accessing Child: Limited Access (coming soon)

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

Yes, Teen patient accessing mySRH is the same as for Adult patient accessing mySRH with some exceptions.

Topic

Texas Scottish Rite Hospital (TSRH)

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, resend the activation link

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

No. (But the access is 14-17)

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

Parent Accessing Child: Full Access (YES)

Parent Accessing Child: Limited Access (NO) Parent Accessing Teen: Limited Access (NO)

Adult Accessing Adult: Full Access (NO)

Adult Accessing Adult: Limited Access (NO)

Adult Accessing Child: Legal

/ TX Family Code (YES) Adult Accessing Adult: Legal

/ TX Family Code (YES) Provider Accessing Child: Limited Access (NO) Teacher Accessing Child: Limited Access (NO)

There are no specific insurance related restrictions regarding viewing billing or making payments.

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

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

We only have psychology. They can grant limited proxy access.

Topic

Texas Scottish Rite Hospital (TSRH)

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

Parents with an adult child with diminished capacity who needs to retain proxy access should be instructed to do the following:

In MyChart Menu, select “Ask A Question”

Select Legal Guardianship documents

Type a message regarding the patient’s incapacity and need to retain proxy access. Also attach any legal guardianship documentation

This will be routed to the HIM Epic Inbasket for review and processing.

If any additional information is needed, HIM will contact the proxy.

Topic

Texas Scottish Rite Hospital (TSRH)

Billing Department Contact Information

214.559.8630

Can patient see Account Summary and pay bills in MyChart

Yes they can also pay as guest.

Topic

Texas Scottish Rite Hospital (TSRH)

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

For an adult patient, they can search for billing information from any date. There is no time limitation.

When would a patient NOT see bills in MyChart?

If the patient is not an adult (18 or over) or the following are true: Current restrictions: Accounts are restricted from MyChart if they are in the following status bad debt, bankruptcy, Legal review, pending Crayon Care(Financial Assistance), or the patient is deceased.

Can a patient make payment arrangements in MyChart?

Only through Crayon Care.

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

Yes, We have no other payment portal.

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

There is NO workaround from this. Accounts are restricted from mychart if they are in the following status bad debt, bankruptcy, Legal review, pending Crayon Care(Financial Assistance), or the patient is deceased

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

If the payment is made in MyChart or over the phone the payment posts immediately. If the payment is mailed in it could take up to 7 days for the payment to process through the bank and be posted.

Topic

Texas Scottish Rite Hospital (TSRH)

Would patient receive a confirmation of Payment?

Yes, email.

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

No.

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?

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

Topic

Texas Scottish Rite Hospital (TSRH)

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

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

Can a patient view insurance and coverage information?

Are Recent Payments Available?

Can pt upload documents (ID & Insurance Cards )

Estimates

Topic

Texas Scottish Rite Hospital (TSRH)

Is eCheck-in available?

Yes.

Is Track My Health available?

Patient must have at least one flowsheet order. This or Google Fit.

Topic

Texas Scottish Rite Hospital (TSRH)

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

Yes - changes are sent to an inbasket message pool

Are letters available in MyChart?

Yes.

Can Patients Upload a photo to their profile?

yes.

What providers can a patient message using MyChart?

Only providers that the patient has seen in the past 365 days; look forward timeframe is 180 days.

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

1 Business day

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

Provider's Nurse.

Topic

Texas Scottish Rite Hospital (TSRH)

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

Yes. Up to 3 attachments. 3072 KB for images and 1

Can a patient message a psychiatrist using MyChart?

Yes they can message all providers

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

Patient has the option to allow specific proxy to see or after the date the proxy account was created can

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

Yes. 10/01/2016

Topic

Texas Scottish Rite Hospital (TSRH)

Can patient 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, they can see Psychology appts and AVS.

Can a patient see future appointments?

Yes.

Can a patient request an appointment?

Yes. All departments are allowed to request an appo

Can a patient schedule an appointment?

No, not at this time.

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

Yes, but only for NFUV in Fracture Clinic Frisco or Sp cancelations.

Topic

Texas Scottish Rite Hospital (TSRH)

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. Timeframe not available at this time.

Can any physician renew a prescription in MyChart?

A physician can approve a Medication Refill in Epic

Are Video Visits Available in MyChart?

Yes. Nuance Agents please refer to the following tip sheet- https://nuancecommunications.sharepoint.co sourcedoc=%7BC16E506D-36EC-4714-9C4F-

2F82A27CE710%7D&file=TSRH%20Video%20Visit%

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

Yes, effective 11/30/2020

Topic

Texas Scottish Rite Hospital (TSRH)

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

No.

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

No.

Are Automated Appointment Reminder Emails or Texts used?

Yes.

Topic

Texas Scottish Rite Hospital (TSRH)

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. All of the Dallas Ft. Worth organizations that ha

esignature

Upload Identification and Insurance

Reschedule Appointments

Register for My Delivery

Topic

Texas Scottish Rite Hospital (TSRH)

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

Yes - with a typical subset of restricted labs. 1 Imaging result will not be released and that is the Non-Accidental Trauma Skeletal Survey.

What sensitive results will not be released for MyChart?

More information to come.

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

Topic

Texas Scottish Rite Hospital (TSRH)

Can patients see images for test results in MyChart?

Not at this time.

Why are certain test results not shared electronically via MyChart?

As soon as the results are marked final effective 11/30/2020

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

They would fill out MySRH request form or contact the HIM Department.

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

No longer needed. All results are released as soon as they are marked final.

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?

They would fill out MySRH request form or contact the HIM Department.

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

Contact Jessika for amendments, 214-559-7883. After hours,

email Jessika.palmer@tsrh.org

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

10/1/2016

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 Issue.

Topic

Texas Scottish Rite Hospital (TSRH)

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

Yes - Lots all filled out during the e-Checkin process. Can start these 5 days prior to the VV.

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

Medications can be removed, but not added or modified. If removing, they must provide a reason why they are no longer taking the medication. Medical history cannot be updated.

If the medical information is incorrect in MyChart, who can the patient contact to make the changes/corrections?

Contact Jessika for amendments, 214-559-7883. After hours,

email Jessika.palmer@tsrh.org

Can patient request Referrals in MyChart?

They can send messages to provider or nurse.

Request for changes to medical records

COVID-19 Test Information

COVID-19 Vaccine Information Website

COVID-19 Vaccine Information

Topic

Texas Scottish Rite Hospital (TSRH)

Is MyChart App available

What functionality is available in the MyChart App?

Topic

Texas Scottish Rite Hospital (TSRH)

Is Password Reset allowed from the MyChart App?

Is MyChart Central and Lucy available for patients?

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

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

Texas Scottish Rite Hospital (TSRH)

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

Texas Scottish Rite Hospital (TSRH)

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

Texas Scottish Rite Hospital (TSRH)

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 Visits Available in MyChart?

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

Can anyone join a video visit for a patient?

Can a Patient not initiate a Video Visit?

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

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

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

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

How far in advance can a patient join the VV?

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

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

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

Can the patient message the provider after the VV?