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Montefiore MyChart Frequently Asked Questions


TABLE OF CONTENTS


GENERAL MYCHART INFORMATION
What is MyChart?
What do I need to use MyChart?
Is MyChart compatible with all browsers?
Is there a fee to use MyChart?
Is MyChart secure?
What is your Privacy Policy?
Can I share an email address with a family member for MyChart?
Do I need to be a Montefiore patient to create a Montefiore MyChart account?
I forgot my password.
If some of my health information on MyChart is not correct, what should I do?
Can I print information from MyChart?
Does MyChart Mobile have the same features as MyChart web?
Who do I contact if I need technical assistance with MyChart?

SIGNING UP AND LOGGING IN
How do I sign up for MyChart?
How do I get the MyChart mobile app on my smartphone or tablet?

MYCHART VIDEO VISITS
Are Video Visits available in MyChart?
What equipment do I need for a video visit?
How do I prepare for my video visit?
Is my video visit covered by insurance?

TEST/LAB RESULTS
When are my test results released to MyChart?
How can I access test results in MyChart?
Can I see my radiology images?

MESSAGING YOUR PROVIDER/CARE TEAM
Will my provider contact me through MyChart?
How can I message or get Medical Advice from my doctor?
If I send a message to my doctor or nurse, when can I expect a reply?
How will I know when the doctor has replied?
I left my computer while I was writing a message and my computer logged me out of MyChart. Is all my work lost?

REFILLING MEDICATIONS
How do I request to refill my medications?
Why do I not see all my medications in my medication list?

SCHEDULING/CANCELLING APPOINTMENTS
Can I schedule an appointment using MyChart?
I received a scheduling ticket. How do I use it to schedule an appointment in MyChart?
Can I cancel an appointment using MyChart?

FLOWSHEETS/LOGGING HEALTH DATA
My provider assigned a flowsheet for me to complete. How can I fill it out in MyChart?

PROXY ACCESS/SHARING YOUR RECORD
Do I need my own MyChart account to get proxy access to someone else (ex. child, spouse, loved one)?
How may I view a family member or loved one’s medical information on MyChart?
How can I share medical information with family members, loved ones?
How can I get proxy access to my child’s information via MyChart?
Why can I no longer see my child’s health information in MyChart?
How can I request full proxy access to a patient’s MyChart if they are over the age of 12?
How can I share medical information with external providers or with family members/loved ones that do not have a Montefiore MyChart account?

SHARING MEDICAL INFORMATION WITH OTHER HEALTHCARE ORGANIZATIONS
What types of information can I see from organizations outside of Montefiore?
How can I allow other organizations to access my Montefiore medical information?
Why do I not see information from all of my healthcare organizations in my Montefiore MyChart account?
Can I unlink my MyChart accounts?

BILLING
Who can I contact if I have questions about my bill?
Can I pay my family's Montefiore medical bills through MyChart?
Is it safe to use my Credit Card on the MyChart website?

PERSONAL INFORMATION/NOTIFICATIONS
Where can I update my personal information?
Can I receive notifications through the mobile app?
I am not getting email notifications for new labs or messages, what should I do?
How can I change the types of notifications I am receiving?
Where can I find all of the detailed instructions for MyChart features all in one place?


GENERAL MYCHART INFORMATION


What is MyChart?

MyChart is a free, convenient, and secure online health management tool that allows you to email your doctor, get lab and test results, book an appointment, request prescription refills, view and pay your bill, and view your medical information. It is available 24 hours a day, 7 days a week on a desktop computer, a laptop, a tablet, or a smartphone.


What do I need to use MyChart?

You need:

  • Access to the Internet by a computer, laptop or mobile device like a tablet or smartphone.
  • An up-to-date browser (such as Internet Explorer, Chrome, or Safari).
  • An active MyChart account.
  • To create a secure username and password and provide an email address to receive notifications.


Don’t have an active MyChart account? Sign up for free here.

For more detailed instructions: How do New Patients Sign Up for MyChart


Is MyChart compatible with all browsers?

  • Internet Explorer 11.0
  • Microsoft Edge
  • Mozilla Firefox
  • Safari on Mac/Windows
  • Google Chrome
  • Mobile App is available for all Android and iOS (Apple) devices.
  •      Android minimum OS version needed is 5.0
         Apple/iOS minimum iOS version needed is 11


Is there a fee to use MyChart?

MyChart is a free service offered to our patients. Click here to sign up for MyChart now.


Is MyChart secure?

We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure activation codes, personal usernames, and passwords. Each person controls their password, and the account cannot be accessed without that password. Unlike conventional e-mail, all MyChart messaging is done while you are securely logged on to our website. Click here to sign up for MyChart now.


What is your Privacy Policy?

MyChart is owned and operated by Montefiore Health System and is fully compliant with federal and state laws about your privacy. Your name and e-mail address will be treated with the same care and privacy given your health records and will never be sold or leased.


Can I share an email address with a family member for MyChart?

Due to the sensitive nature of your medical information and potential for confusion with email notifications, we recommend each adult set up their own MyChart account with a unique username, password, and email address.


Do I need to be a Montefiore patient to create a Montefiore MyChart account?

No, you do not need to be a Montefiore patient to create a MyChart account. However, you can only schedule appointments and message providers that you have an established relationship with. Parents and family members looking to get proxy access to a Montefiore patient must have their own Montefiore MyChart account. Please refer to the “PROXY ACCESS/SHARING YOUR RECORD” section of the FAQ for more information.


I forgot my password.

Please click here to reset your password. Your account will be locked after five attempts at resetting your password. If your account is locked, please contact the MyChart Support Line at 1-855-226-3070 for password assistance 24/7.


If some of my health information on MyChart is not correct, what should I do?

Your MyChart information comes directly from your electronic medical record at your doctor's office. Ask your doctor to correct any inaccurate information at your next visit. Your health information is reviewed and updated in your electronic medical record each visit.


Can I print information from MyChart?

Yes. You can print information from the web application in an easy-to-read format by clicking the printer icon found at the top right-hand corner of the page. You cannot print information from the mobile app however, you can screenshot any necessary information.


Does MyChart Mobile have the same features as MyChart web?

The MyChart app offers many of the same features as the web-based version:

  • Schedule, request and cancel appointments.
  • View test results, health advisories, medications, allergies, immunizations, and current health issues.
  • Get medical advice for non-urgent matters.
  • View the MyChart accounts of those for whom you have proxy access.

To access a MyChart feature not listed above, use the web browser on your smart phone or computer.


Who do I contact if I need technical assistance with MyChart?

Please review the FAQs below. If you need further assistance, you can call our MyChart Patient Support Line at 1-855-226-3070.



SIGNING UP AND LOGGING IN


How do I sign up for MyChart?

There are many ways to sign up for MyChart. Montefiore supplies an activation email after scheduling an appointment. If you do not receive an activation email, please ask your provider’s office to send you an activation code or sign up on the Montefiore website.
For more detailed instructions for how to sign up for MyChart: How to Sign Up for MyChart – Desktop OR How to Sign Up for MyChart - Mobile


With an activation email:

  1. Click on the link provided in the email.
  2. Confirm Personal Information.
  3. Set up a Username/password.
  4. Confirm Email/mobile phone information.
  5. Choose a security question.
  6. Accept Terms and Conditions.


With an activation code (from your After Visit Summary (AVS) or Billing Invoice)

  1. Go to MyChart.Montefiore.org
  2. Click Sign Up Now.
  3. Enter the Activation Code.
  4. Confirm Personal Information.
  5. Set up a Username/password.
  6. Confirm Email/mobile phone information.
  7. Choose a security question.
  8. Accept Terms and Conditions.


No Activation Code?

  1. Go to MyChart.Montefiore.org
  2. On right side of page; under No Activation Code? Click the Sign-Up Online button.
  3. Complete the verification questions to find your medical information and access will be granted.

Please note:

If you have a common name this process is not recommended; contact your doctor’s office and request an activation email.


How do I get the MyChart mobile app on my smartphone or tablet?

You need to visit the Apple App Store (on Apple devices) or Google Play (on Android devices):

  1. Type the word MyChart into the search box.
  2. Download and install the app.
  3. Open the app and click New York.
  4. Scroll down and select Montefiore MyChart.
  5. Enter your login information.


If signing up on your mobile phone:

Download the MyChart app by following the steps listed in the question above (How do I get the MyChart mobile app on my smartphone or tablet?)

  1. Enter the activation code if you have one or click Sign Up Now
  2. Confirm Personal Information.
  3. Set Up a Username/password
  4. Confirm Email/mobile phone information.
  5. Choose a security question.
  6. Accept Terms and Conditions


I do not have an activation code /I have lost my activation code /My activation code expired/My activation code does not work; How do I sign up?

You can sign up on MyChart without an activation code by following these steps:

  1. Go to MyChart.Montefiore.org
  2. On right side of page; under No Activation Code? Click the Sign-Up Online button.
  3. Complete the verification questions to find your medical information and access will be granted.

Please note:

If you have a common name this process is not recommended; contact your doctor’s office and request an activation email.


MYCHART VIDEO VISITS


Are Video Visits available in MyChart?

Video Visits are available in MyChart for certain appointments. Please contact your provider for more information.
For more detailed instructions on conducting a video visit: How do I conduct a video visit in MyChart?


What equipment do I need for a video visit?

Video visits require access from a smartphone, tablet, or computer with:

  • Camera
  • Microphone
  • Speakers

  • How do I prepare for my video visit?

    1. Log into your MyChart
    2. From the Home Screen, click the visit alert link at the bottom of the page
    3. Read visit instructions and select Begin Video Visit
      PLEASE NOTE: You can only select Begin Video Visit 15 minutes before your scheduled appointment start time and within 15 minutes after your appointment start time. If you arrive outside these times, you will not have the choice to begin your visit.
    4. Confirm Email/mobile phone information.
    5. Once the program launches Click Check-In
    6. Test your microphone and camera, Click Proceed.
      PLEASE NOTE: If the microphone or web camera do not appear to be working, make sure they are enabled on your device.
    7. You are now in a virtual waiting room and your appointment will begin once your provider arrives.
    • Please make sure that you have allowed access to camera and microphone when launching your visit. If you do not click “Allow” you or your provider may not be able to see or hear each other.
    • Compatible Browsers- Chrome, Firefox, Microsoft Edge, Safari
    • Headphones are recommended for best audio.

    Additional Information for Samsung Users:
    Samsung users may be prompted to download an app or continue via browser.
    For Android Samsung Devices please make sure Chrome is your default browser by following the steps below.
    • Go to Settings > Apps > Choose default apps > Browser > App > select Chrome browser from the list.

    Is my video visit covered by insurance?

    Video visits are not covered by all insurance plans. To fully understand your benefits, contact your insurance company and ask if video visits are included in your plan.


    TEST/LAB RESULTS


    When are my test results released to MyChart?

    Many test results are automatically released to your MyChart daily at 10 AM if they are a final result. Inpatient (hospital) test results will be released upon discharge from the hospital. Sensitive test results such as biopsies and imaging must be manually released by your doctor.


    How can I access test results in MyChart?

    Test results are viewable under the “Test Results” Activity. Desktop: This can be found by clicking the Test Results Icon on the top toolbar on the home page. Mobile: This can be found by clicking on the Test Results Icon. For more detailed information: How to Access Lab Results through MyChart


    Can I see my radiology images?

    The written part of your radiology imaging report can be viewed in “Test Results” Activity. The actual radiology images are not available on MyChart. Please contact the Montefiore Medical Records department at 718-920-4921 or click here for our website to request copies of your images (X-Rays or CT Scans) or full medical records from Montefiore.


    MESSAGING YOUR PROVIDER/CARE TEAM


    Will my provider contact me through MyChart?

    Your provider may add a comment about test results or send a secure message to help you understand what the results mean. They may recommend a follow-up appointment, provide other instructions, or ask you to call the office to discuss your test results. An email will be sent letting you know a message is in your MyChart.


    How can I message or get Medical Advice from my doctor?

    1. Log into your account and click "Messages" on the top toolbar on the home page.
    2. Click “Send a message.”
    3. Select “Message My Doctor’s Office.”
    4. Choose the message type and write a note.
    5. Select the provider off the list- a completed appointment within the last 3 years is needed for the provider to show as a choice.
    6. Click send.

    **Please Note: this tool is used to communicate with your provider for non-urgent medical advice.
    Always call 911 for emergency medical conditions

    If I send a message to my doctor or nurse, when can I expect a reply?

    You will generally receive a reply within 2 business days. MyChart should not be used for urgent matters. Please call 911 if you have an emergency or urgent medical question.


    How will I know when the doctor has replied?

    An email will be sent letting you know there is a message in your MyChart account. Log into MyChart to read the message.


    I left my computer while I was writing a message and my computer logged me out of MyChart. Is all my work lost?

    If there is no keyboard activity for 15 minutes, MyChart will automatically log you out. We recommend you complete your task in MyChart before leaving your computer for even a short period. This is to protect your personal health information from being viewed by anyone other than you.


    REFILLING MEDICATIONS


    How do I request to refill my medications?

    Click on the “Medications” activity to request refills for any of your current medications. For more detailed instructions: How to Refill Prescriptions Through MyChart


    Why do I not see all my medications in my medication list?

    Your medication list will only show current prescriptions, discontinued medications are not included.


    SCHEDULING/CANCELLING APPOINTMENTS


    Can I schedule an appointment using MyChart?

    Yes. You can schedule an appointment or request an appointment for specific departments and only with an established provider, which is a doctor you have seen in the last three years. For more detailed instructions: How to Schedule Appointments via MyChart


    I received a scheduling ticket. How do I use it to schedule an appointment in MyChart?

    Go to the Visits activity on the top toolbar on the home page. You will see any available scheduling tickets at the top section of the page. Select the appropriate ticket and click “schedule now”. For more detailed instructions: How do I Schedule an Appointment using Ticket Scheduling in MyChart?


    Can I cancel an appointment using MyChart?

    Yes. You can cancel appointments using MyChart up to the time of your appointment. If you cannot see the choice to cancel, that is because the department requires that cancellations be done by calling directly.


    FLOWSHEETS/LOGGING HEALTH DATA


    My provider assigned a flowsheet for me to complete. How can I fill it out in MyChart?

    You can complete flowsheets assigned by your provider using the Track My Health activity. You can enter readings manually or connect your MyChart account to your Apple Health or Google Fit device. For more detailed instructions: How to Log Health Data using Flowsheets in MyChart


    PROXY ACCESS/SHARING YOUR RECORD


    Do I need my own MyChart account to get proxy access to someone else (ex. child, spouse, loved one)?

    Yes! You will need to create your own Montefiore MyChart account to get proxy access to anyone else’s MyChart information. If you are not currently a Montefiore patient but you are requesting proxy access to a patient, you will need to create your own MyChart account.


    How may I view a family member or loved one’s medical information on MyChart?

    You can view a family member or loved one’s medical information on MyChart if you have proxy access to their account. Depending on the age of the patient you are trying to access, there are a few different ways to get proxy access.
    To access an adult’s MyChart record, the patient will have to grant you access via the Share My Record activity. Refer to the question “How can I share medical information with family members or loved ones?”
    To access a minor’s MyChart record, please refer to the question “How can I get proxy access to my child’s information via MyChart?”

    How can I share medical information with family members, loved ones?

    Adult MyChart users can add a proxy to their personal MyChart account via the Share My Record/Friends and Family section.

    1. Log in to your MyChart account.
    2. Click on the “Share My Record” icon
    3. Click Friends and Family Access to allow a loved one to access your MyChart information.

    For more detailed instructions: How to Use MyChart to Share Your Record


    How can I get proxy access to my child’s information via MyChart?

    You must have an active MyChart account to request proxy access to your child’s MyChart.

    1. Log in to your MyChart account.
    2. Click on the “Share My Record” icon
    3. Click Friends and Family Access
    4. Click Request Access for A Minor
    5. Complete the Online form and Submit.

    For more detailed instructions: How to Request Access to Minor’s Record via MyChart


    Why can I no longer see my child’s health information in MyChart?

    Due to New York State Privacy Laws parental access to children’s medical information in MyChart changes based on the child’ age.

    1. From ages 0-11, parents/guardians have full access to their child’s medical information.
    2. From ages 12-17, the level of access for the parent/guardian is limited due to NYS laws.
    3. When the child turns 18, the parent/guardian will no longer have access to the patient’s medical information. If the patient would like the parent to have proxy access, they can authorize this via Share My Record activity in MyChart. For more information, refer to the question “How can I share medical information with family members, loved ones?”


    How can I request full proxy access to a patient’s MyChart if they are over the age of 12?

    There are a few circumstances in which a proxy can be granted full access to a patient’s medical information if they are over the age of 12. All circumstances require written approval from the patient’s provider. Please speak with the patient’s healthcare provider for more information.


    How can I share medical information with external providers or with family members/loved ones that do not have a Montefiore MyChart account?

    By using the “Share Everywhere” feature in MyChart, you can send your family members, loved ones or external providers a one-time code to view your Montefiore MyChart information. This code is valid for 60 minutes. For more detailed instructions: What is MyChart Share Everywhere?


    SHARING MEDICAL INFORMATION WITH OTHER HEALTHCARE ORGANIZATIONS


    What types of information can I see from organizations outside of Montefiore?

    Many healthcare organizations take part in an information-sharing initiative that will allow you to view your information from other healthcare providers within your Montefiore MyChart account.

    • You will be able to view your medications, allergies, and health issues from other participating organizations.
    • You will also be able to see a list of your current physicians and providers on your Care Team.
    • If you have signed up for MyChart at other participating organizations, you will be able to link the MyChart and see test results, view, and send messages, and view appointments.

    Please Note: The requirements for sharing medical information between organizations must be met by Montefiore AND the organization you wish to share with for sharing to occur.


    How can I allow other organizations to access my Montefiore medical information?

    To authorize sharing your information with other organizations log into your Montefiore MyChart:

    1. Navigate to “Share My Record”
    2. Allow other organizations to access your information.
    3. Link your accounts from other organizations with Montefiore.

    On the mobile app:
    1. Go to “Account Settings”
    2. Click on “Link My Accounts”

    ** You can temporarily share medical information with external providers by using the Share Everywhere activity. Please refer to the question “How can I share medical information with external providers or with family members/loved ones that do not have a Montefiore MyChart account?” for more information.


    Why do I not see information from all of my healthcare organizations in my Montefiore MyChart account?

    There are a few reasons why you may not see health information from other organizations in your Montefiore MyChart after you authorized sharing:

    • Not all healthcare organizations are currently taking part in this information-sharing initiative.
    • You are not signed up for MyChart at the other organization. You need an active MyChart account at each of your healthcare organizations for this feature to work.
    • You did not give consent to all organizations to link your accounts.

    Can I unlink my MyChart accounts?

    Yes. The Link My Accounts activity allows you to link and unlink your MyChart accounts from other organizations.


    BILLING


    Who can I contact if I have questions about my bill?

    For questions related to your bill, you can call one of the numbers listed below or send a MyChart message to the appropriate billing team.


    BILLING NUMBERS:
    Montefiore Medical Center: (914) 864-4000 The Montefiore Medical Center Billing Inquiries and Resolution Department is available to assist you Monday through Friday, 8AM to 6:30PM.
    White Plains Hospital: (844) 363-0801 The White Plains Hospital Billing Department is available to assist you Monday through Friday, 8:30AM to 4:30PM.
    Scarsdale Medical Group: (914) 989-1186 The Scarsdale Medical Group Billing Inquiries and Resolution Department is available to assist you Monday through Friday, 9AM to 5PM.
    Nyack Hospital: (866) 914-2506 The Nyack Hospital Billing Inquiries and Resolution Department is available to assist you Monday through Thursday, 8AM to 9PM and Friday 8AM to 5PM.
    Burke Rehabilitation Hospital: (914) 597-2329 (Inpatient Billing) (914) 597-2314 (Outpatient Billing) The Burke Rehabilitation Hospital Billing Inquiries and Resolution Department is available to assist you Monday through Friday, 9AM-4PM.
    St. Luke's Cornwall Hospital: (845) 458-4900 The St. Luke's Cornwall Hospital Billing Inquiries and Resolution Department is available to assist you Monday through Friday, 8AM to 4PM.

    SENDING A BILLING MESSAGE VIA MYCHART

    1. Log into MyChart and click on the “Message Center” activity
    2. Select “Ask a Question”
    3. Select “Billing Question”
    4. Choose the appropriate location and topic for your billing question.
    5. Compose your message and click “Send”

    Can I pay my family's Montefiore medical bills through MyChart?

    Yes, if you have your own MyChart account and you are the guarantor for the patient, you can pay their bills via MyChart. We also have a “Pay as Guest” option that is available to everyone.
    Please note: There are some member hospitals that do not offer online payment via MyChart. Visit the “Billing Summary” activity for more information.

    Is it safe to use my Credit Card on the MyChart website?

    Yes. Credit card information is never stored on the MyChart site.


    PERSONAL INFORMATION/NOTIFICATIONS


    Where can I update my personal information?

    • To update your email address or home address, please use the “Personal Information” activity
    • To update your insurance, please use the “Insurance Summary” activity
    • To update your password, please use the “Security Settings” activity.


    Can I receive notifications through the mobile app?

    Yes, mobile app users may opt to receive push notifications on their mobile device when there is added information to view. These notifications will not have any personal health information and can be set up under the Account Settings on the app.


    I am not getting email notifications for new labs or messages, what should I do?

    • Log in to your MyChart account.
    • Select “Communication Preferences” from the menu.
    • Confirm your email address.
    • Choose the items for which you want to receive notifications.

    For more detailed instructions on how to set up notifications: How to Turn on Notifications for MyChart


    How can I change the types of notifications I am receiving?

    You are able to choose the method of communication for each type of notification (ex. phone, email or MyChart) by changing your Communication Preferences. For more detailed instructions, How to Change Communication Preferences for MyChart


    Where can I find all of the detailed instructions for MyChart features all in one place?

    Please click on any of the links below for more detailed instructions on the topic listed

    How to View Update and Share your COVID-19 Vaccine Information
    How to Access lab Results through MyChart
    How to share your Record in MyChart
    How to Sign Up for MyChart via Mobile App
    How to Sign Up for MyChart via Website
    How do New Patients Sign Up for MyChart
    How to Request Access to a Minor's Record via MyChart
    How to Schedule Appointments via MyChart
    How do I schedule an appointment using Ticket Scheduling in MyChart
    How do I conduct a Video Visit in MyChart
    How to log health data using Flow Sheets in MyChart
    How to Refill Prescriptions Through MyChart
    How to use MyChart to Share Your Record- Web
    What is MyChart Share Everywhere
    How to Turn on Notifications
    How to Change Communication preferences