Patient Portal Help - Spine Consultants, LLC

Transcription

Patient Portal Help
March 1, 2012
Copyright
This documentation and related technology are governed by a user agreement and shall
remain the sole and exclusive property of Intuit Health. No parts of this documentation or
related technology may be used, reproduced, translated, displayed, distributed, disclosed,
stored in a retrieval system, or transmitted in any form or by any means without the written
permission of Intuit Health, unless otherwise stated in the user agreement. The information
contained in this documentation is confidential and proprietary to Intuit Health.
Disclaimer
Intuit Health does not warrant, guarantee or make any representations or otherwise
concerning the contents of this documentation or the applicability thereof. Intuit Health
reserves the right to change the contents of this document at anytime without prior
notification of such updates.
11.4
Intuit Health Patient Portal Help
2
Table of Contents
Patient Portal Login
Logging in to the Patient Portal (user ID is not your email address)
Logging in to the Patient Portal (user ID is your email address)
Welcome to your My Patient Page
What is HealthKey?
New Account Creation
Creating a Patient Portal account (step 1)
Creating a Patient Portal account (account already exists)
Checking your email
Activating your Patient Portal account
[Beta Practices: user ID = email address]
Checking your email
Activating your Patient Portal account
Resending your verification email (step 1)
Checking your email for resent verification link
Messages
Viewing your inbox messages
Viewing your sent messages
Viewing your deleted messages
Portal Services
Making an appointment request
Viewing your appointment request history
Asking a doctor (or other office staff) a question
Requesting a prescription renewal
Viewing your lab results
Making an online bill payment
Viewing your payment history
Viewing your E-statements
Viewing your payment agreements
Creating your personal health record
Filling out custom health forms
Completing your registration form
Providing a symptom assessment
Making a virtual office visit
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Password, User ID, and Verification Email
Resetting your password (step 1)
Resetting your password (step 2)
Checking your email for verification link
Signing in with your password
Recovering your user ID
Entering your date of birth
Answering your security question
Checking your email for user ID
Checking your email for resent verification email
Account Preferences
Changing your profile (demographic information)
Changing your email address
Changing your password and security question
Updating your account email and password
Changing your account preferences
Changing your wallet information
Changing your insurance information
Adding a family member or creating a new account for a family member
Glossary
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Logging in to the Patient Portal (user ID is not email address)
Logging in to the Patient Portal requires you to enter your unique user ID and password. Your login credentials guarantee
that your communications with your doctor, nurse, biller, and other healthcare professionals will be secure and confidential.
You can use many standard browsers including Internet Explorer, Firefox, Chrome, and Safari.
1. On the practice's welcome page, click the Patient Portal link. Your secure My Patient Page displays in a web browser
window.
2. Next, do one of the following actions:
If you already have an account, enter your User ID and password and click the Login button. Note: Your user
ID is not case sensitive and may be your email address.
If you do not already have an account, click the Create an Account button.
If you have forgotten your user ID, click the Forgot Your User ID? link.
If you have forgotten your password, click the Forgot Your Password? link.
All practices that participate in the HealthKey Network allow you to use the same user ID and password for all your
Patient Portal accounts.
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Logging in to the Patient Portal (user ID is email address)
Logging in to the Patient Portal requires you to enter your unique user ID and password. Your login credentials guarantee
that your communications with your doctor, nurse, biller, and other healthcare professionals will be secure and confidential.
You can log in using most standard browsers, including Internet Explorer, Firefox, Chrome, and Safari.
1. On the practice's welcome page, click the Patient Portal link. Your secure My Patient Page displays in a web browser
window.
2. Next, do one of the following actions:
If you already have an account, enter your User ID and password and click the Login button. Your user ID is
not case sensitive and may be your email address. Note: If you see the message "The information provided did
not match our records," you may have forgotten to verify your new portal account. Go to your email, click the
link in the verification message from us, and then try logging in with your portal user ID and password.
If you do not already have a Patient Portal account with this practice or with any other practice that participates
in the HealthKey Network, click the create an account link.
If you have forgotten your user ID, password, or need to have the practice resend your verification email, click
the link Can't access your account?
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7KHMy Patient Page
The My Patient Page is your Patient Portal home page. Here, you can click a link or icon to access the online services
that your provider offers.
View and respond to messages from the practice
Personalize your Patient Portal account preferences
If you would like to send your doctor a secure message, you must use one of the online services provided on this page,
for example, Ask a Doctor or Appointment Requests. If your provider doesn't offer these portal services, please call your
provider instead.
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What is a HealthKey account?
The first time you register online with a doctor’s Patient Portal, you create a secure HealthKey account. HealthKey stores
your name, address, insurance information, user ID, and password. You only need to enter and update this information
once! If you register with another doctor’s Patient Portal, HealthKey automatically enters this information. To protect your
privacy, HealthKey does not store your medical information.
Your HealthKey account is secured by Intuit Health, which provides website hosting for your doctor’s Patient Portal and for all
other practices that participate in the HealthKey network.
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Creating a Patient Portal Account
Creating a patient portal account allows you to take advantage of the many online healthcare services that the practice
offers. If your problem requires immediate attention, please contact the practice directly by telephone, or dial 911 if it's an
emergency.
1. Enter your demographic information in the required fields marked by a red asterisk (*). Note: The email address you
enter here will become your new Patient Portal user ID. Additionally, the practice will send messages to this address
to notify you when there is a secure message in your Patient Portal inbox.
2. Click the Continue button. The page refreshes to display additional registration fields.
Note: If a message says you already have a Patient Portal account, then you previously registered with this practice or
another practice that participates in the HealthKey Network. HealthKey lets you use the same user ID and password for all
your Patient Portals accounts. If you don't remember your user ID or password, click the My Patient Page link, and then
click either the Forgot Your User ID? or Forgot Your Password? link to retrieve your login information.
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Creating a Patient Portal Account (continued)
Creating a Patient Portal account allows you to take advantage of the many online healthcare services that the
practice offers. If your problem requires immediate attention, please contact the practice directly by telephone, or
dial 911 if it's an emergency.
1. Enter your demographic information in the required fields marked with a red *. The email address you entered
on the previous page is automatically entered for you in these fields: Email address, Confirm email
address, and User ID.
2. Account options (select one if applicable):
a. If you are creating a new account that will be used as the "parent" account for a family account, do not
edit your email address in the User ID field. Your provider will use this email address when sending
messages to you and your dependents.
b. If you are creating a "child" or dependent account that will be linked to a parent account, you must edit
the User ID field.
Click Edit.
In place of your email address, enter a user name for the dependent. For example, if you are the father,
John Smith, and your child is Mary Ellen Smith, you could give her the user ID "MaryEllenSmith." User
IDs may be 7 to 256 characters. For more information, click the link Creating account for multiple
patients?
3. Enter and reenter a password for the new account. Use a combination of upper and lowercase letters,
numbers, and special characters to create a strong password as determined by the Password Strength
meter.
4. Select a secret question and enter your answer.
5. Select the preferred location if your doctor offers more than one location.
6. If the Statement Delivery Preference option displays, select your preferred delivery method.
7. Open and review the practice's terms of service and patient privacy information.
8. Click the check boxes to acknowledge you have read this information.
9. Click the Create Account button. You will receive an email from the practice thanking you for creating a
Patient Portal account.
Note: If a message says this email address (user ID) is already in use with another account, then you previously
registered a Patient Portal account using this email address. Practices that participate in the HealthKey Network let
you use the same user ID and password for all your Patient Portals accounts. If you don't remember the password
you chose when you created your Patient Portal account, click the My Patient Page link, and click the Forgot Your
Password? link.
All practices that participate in the HealthKey Network allow you to use the same user ID and password for all
your Patient Portal accounts.
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Creating a Patient Portal Account (user previously registered)
You've already created a Patient Portal account either with this practice or with another practice that participates in the
HealthKey Network. To access this account, enter your user ID and password on this page.
If you're not sure which user ID or password you used when you created your Patient Portal account, click the My Patient
Page link, and select either the Forgot Your User ID? or Forgot Your Password? link.
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Checking Your Email
To complete the process of creating your Patient Portal account, do the following:
1. Go to the email account you used when creating your Patient Portal account. Note: You have 24 hours in which to
verify your new Patient Portal account, after which you'll be advised to go through the account creation process again.
2. Find the message sent by the practice, and click the verification link. You will be redirected back to the Patient Portal
to sign in.
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Activating Your Patient Portal Account
Activating your new Patient Portal account allows you to take advantage of the many online healthcare services that
the practice offers. If your problem requires immediate attention, please contact the practice directly by telephone,
or dial 911 if it's an emergency.
1. Confirm your email address is correct. If you need to change it, continue the activation process, and then go
to My Account > Password.
2. Account options (select one if applicable):
a. If you are creating a new account that will be used as the "parent" account for a family account, do not
edit your email address in the User ID field. Your provider will use this email address when sending
messages to you and your dependents.
b. If you are creating a "child" or dependent account that will be linked to a parent account, you must edit
the User ID field.
Click Edit.
In place of your email address, enter a user name for the dependent. For example, if you are the father,
John Smith, and your child is Mary Ellen Smith, you could give her the user ID "MaryEllenSmith." User
IDs may be 7 to 256 characters. For more information, click the link Creating account for multiple
patients?
3. Enter a password that is at least 6 characters long and satisfies the Password strength indicator. Note: For
security purposes, obvious password selections such as "password" and "qwerty" should be avoided. Instead,
pick a password that is both unique and memorable.
4. Re-enter your new password. A check mark indicates both password entries match.
5. Select a secret question from the drop-down menu.
6. Enter an answer that you can easily remember in the Answer text field.
7. If the Statement Delivery Preference option displays, select your preferred delivery method.
8. Open and review the practice's terms of service and patient privacy information, and then click the check box
to acknowledge that you have read this information.
9. Click the Create Account button. You will receive an email from the practice thanking you for creating a
All practices that participate in the HealthKey Network allow you to use the same user ID and password for all
your Patient Portal accounts.
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Creating a Patient Portal Account [BETA practices]
Creating a patient portal account allows you to take advantage of the many online healthcare services that the practice
emergency.
1. Enter your demographic information (all fields are required). Note: The email address you enter here will become your
new Patient Portal user ID. Additionally, the practice will send messages to this address to notify you when there is a
secure message in your Patient Portal inbox.
2. Click the Continue button. The page refreshes to display additional registration fields.
Note: If a message says this email address (user ID) is associated with another Patient Portal account, then you previously
registered with this practice or another practice that participates in the HealthKey Network using this email address.
HealthKey lets you use the same user ID and password for all your Patient Portals accounts. If you don't remember your
user ID or password, click the My Patient Page link, and then click the Can't access your account? link.
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Creating a Patient Portal Account (continued) [BETA practices]
Creating a Patient Portal account allows you to take advantage of the many online healthcare services that the practice
emergency.
1. Continue entering your demographic information in the required fields. Note: The email address you entered on the
previous page is your new user ID. It is automatically entered for you on this page.
2. Enter a password that is at least 6 characters long and satisfies the Password strength indicator. Note: For security
purposes, obvious password selections such as "password" and "qwerty" should be avoided. Instead, pick a password
that is both unique and memorable.
3. Retype your new password. A check mark indicates both password entries match.
4. Select a secret question from the drop-down menu.
5. Enter an answer that you can easily remember in the Answer text field.
6. Open and review the practice's Terms of Use, and then click the check box to acknowledge that you agree to the
Terms of Use.
7. Click the Create Account button. You will receive an email from the practice thanking you for creating a Patient
Portal account.
The practice may require you to complete one or more health forms before you can use their Patient Portal services. If this is
the case, you will be automatically directed to the first form the next time you log in.
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Checking Your Email [BETA practices]
Check your email for a message from your doctor. It will contain a link that you must click within the next 24 hours to verify
your new Patient Portal account. Once you verify, you can log into the Patient Portal using your new user ID and password.
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Activating Your Patient Portal Account [BETA practices]
Activating your new Patient Portal account is simple! Just enter your password, and click the Activate Account button.
You'll be automatically redirected to the My Patient Page where you can select one of the online healthcare services offered
by the practice.
Note: If it's been more than 24 hours since you created your new Patient Portal account, when you click the verification link
in your email, this message will display: "To protect your information, we remove new accounts that aren't verified within 24
hours." At this point, you'll need to create your Patient Portal account again (you may use the same email address for your
user ID).
Be sure to check your email within 24 hours after you create your account. It's important to click the verification link so you
can activate your new Patient Portal account.
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Viewing Your Inbox Messages
When your provider sends you an email with important health information, you will be directed to your Patient Portal
inbox. Here, you can be sure your health information is secure and private. Icons next to each message help you
quickly identify the type of message your provider has sent.
Ask a Doctor question
Online Bill Pay
Lab Results
Appointment Request
Symptom Assessment
Viewing Your Sent Messages
Virtual Office Visit assessment
Viewing Your Deleted Messages
Prescription Renewal
request
Note: Depending on the online services your provider offers in the Patient Portal, your inbox may not include all of
these message types. Also, if you want to send a secure message to your provider, you must choose one of the
online services that your provider offers on the My Patient Page. Then you can include a message in the text box
that's provided, for example, when you request a an appointment or prescription refill.
1. On your patient portal home page, go to your Inbox using one of these methods:
2.
3.
4.
5.
6.
7.
8.
9.
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Click the message subject under the My Messages heading (the three most recent unread messages
display here). This opens the message directly. Go to step 3.
Click the Inbox link under the My Messages heading. This takes you to the Inbox.
Click the My Messages link in the side or top menu on the page, if one is provided. This takes you to
the Inbox.
Click anywhere in the message to open it. Note: Messages you haven't viewed yet display in bold font.
For some messages, our practice will allow you to send a reply. To reply, do the following:
a. Click the Reply button.
b. Enter your message text.
c. If you would like to send an attachment with your message, click the Browse button to go to the
location of the file on your computer, select the file, then click OK. The attachment's file name will
display at the bottom of your reply.
d. Click the Send button.
To save and/or print the message as an Acrobat PDF document, click the View as PDF button. The message
will display in a separate web browser window as a PDF document that you can save to your computer.
Click Close to return to your Inbox.
To view your reply, click the Sent tab, and open the message. Notice that the entire message "thread" (all the
messages between you and the practice) displays.
To view messages that the practice sent to other family members, click the [yourname] Messages link to
the right of the Trash tab. If you are the owner of a family account, you can look at other family member's
messages or everyone's messages. Note: This feature is available only if our practice offers the family account
feature.
To send a new message to the practice, do the following:
a. Click the New button that displays under the Inbox tab.
b. Select a message type, for example, "Appointment Request" or "Online Bill Pay." You will be directed to
the appropriate start page for the feature.
To delete a message, use one of the following methods:
Select the message check box on the Inbox tab, and then click the Delete button. Note: You can
delete all the messages that display on a page by selecting the check box to the left of the table
heading Type and clicking Delete.
Open the message, and then click the Delete button.
Note: To return a copy of the deleted message to the Inbox, on the Trash tab, select the message check box,
and then click the Undelete button.
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Viewing Your Sent Messages
Viewing your sent messages allows you to keep track of all your replies to messages sent to you by the practice.
1. On your patient portal home page,
Clicking the Sent Messages link OR
If you are already in the Inbox, click the Sent tab. If no messages are listed, "No Records Found" displays.
2. Click anywhere in the row to open the sent message.
3. Click the View as PDF link to format the full text of a message as a PDF document for printing or saving to your
computer. The message opens in a new browser window as an Adobe Acrobat PDF document that you can save to
your computer.
4. Click Close to return to the list of sent messages or Delete to send the message to the Trash.
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Viewing Your Deleted Messages
Viewing your deleted messages periodically helps prevent the loss of messages you may have mistakenly deleted. Intuit
Health automatically removes deleted messages from the Trash tab after they've been there for 30 days.
Click the Inbox link beside the My Messages heading OR
Click the My Messages link in the side or top menu on the page (if a link displays here) OR
If you are already in the Inbox, click the Trash tab, and go to step 3.
2. Click the Trash tab to view the messages you deleted in the last 30 days. If no messages are listed, "No Records
Found" displays.
3. To delete either an Inbox or a Sent message,
Click the check box to the left of the message, and then click the Delete button (it's next to the New button)
OR
Open the message, and then click the Delete button.
4. To view your deleted message, click the Trash tab.
5. To undelete a message in the Trash, click the check box to the left of the message, and then click the Undelete
button (it's next to the New button). The message will return to the Inbox or Sent messages, depending on where it
was when you deleted it.
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Making an Appointment Request
Requesting an appointment with your doctor, physician's assistant, or other health care professional requires a few, simple
steps in the Patient Portal. If your problem requires immediate attention, please contact the practice directly by telephone,
or dial 911 if it's an emergency.
Click the Appointment Request icon OR
Click the New Request link beside the Appointment Request icon OR
Click the Appointment Request link in the side or top menu (if a link displays here).
2. On the New Appointment page, select your location and provider preferences, if more than one is listed.
3. Click Continue.
4. Enter all required information (marked with a red *):
Preferred Time Frame: Select from the drop-down list
Preferred Day: Select the day of the week
Choose Preferred Time: Enter the time of day
Appointment Reason: Enter a brief reason for your appointment
Which is most important to you?: Choose which is more important to you from the drop-down list
Contact information: Enter your home, mobile, and work telephone numbers. Changes will automatically
update your account information with the practice.
5. Click Continue.
6. Verify all the details of your request. To make a change, select Change, make your changes, and then click
Continue.
7. Click Submit. You will receive a confirmation email after the practice processes your request.
8. [Optional] If the practice offers the Symptom Assessment feature at this time, click the link to complete an
assessment of your current symptoms for your doctor to review prior to your appointment.
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Viewing Your Appointment Request History
Checking your appointment request history allows you to confirm the date and time of all your appointment requests.
1. Click the Request History link on your patient portal home page, or select the History link on the New Appointment
Request page.
2. The following information displays for each appointment request you made through the patient portal:
Request Time
Staff
Details: Appointment Reason, Location, Scheduled (your scheduled date and time display after the
practice processes your request)
3. For a specific request, click anywhere in the yellow highlighted area to view all the messages from you to the practice
and the practice to you.
4. On the Appointment Request Details page, you may do one or more of the following actions:
If an attachment is included in the practice's response, click the attachment link to open it. Note: If the
attachment is in a format that your computer does not support, for example, a video format, you may not be
able to view it. If this happens, call us to ask if we can send the attachment in a format that you can open.
If you would like to add the appointment date and time to your Microsoft Outlook calendar, click the Add to
Outlook Calendar link.
If you would like to view, save, and/or print the appointment details as an Acrobat PDF document, click the
View as PDF link. The details will display as a PDF document in a separate web browser window.
If your doctor has allowed you to send a response and you want to respond, enter text for the subject and
body of your message in the Send a Secure Message area. If your doctor has allowed you to include an
attachment, you may browse for a file on your computer and add it to the message.
5. If your doctor does not approve your request, the practice will send you a secure message to let you know why.
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Asking a Doctor (or other practice staff) a Question
Asking your doctor, physician's assistant, or other health care professional a question requires a few, simple steps in the
Patient Portal. If your problem requires immediate attention, please contact the practice directly by telephone, or dial 911 if
it's an emergency.Note: The practice may charge a fee depending on which practice staff answers the question.
Click the Ask a Doctor icon OR
Click the New Question link Ask a Doctor icon OR
Click the Ask a Doctor link in the side or top menu (if a link displays here).
2. Select your preferred location and staff member, if more than one selection is available.
3. Type a brief, informative subject in the text box.
4. Type your question in the text box. Limit your question to a single topic, and use specific details to describe your
problem, for example:
When did the problem start?
What symptoms are you experiencing?
What you think caused the problem?
For example,"I started experiencing stomach cramps around 11pm last night, followed by several bouts of diarrhea
until about 6 this morning. I took my temperature around 3 am and it was normal. This morning the cramping is
better, but I am not sure whether I should eat anything today. What should I do?"
5. Review the Intuit Health waiver of liability, click Agree, and then click Continue.
6. Review your question. If you would like to make changes, click the Change button, make your changes, and then click
Continue.
7. Depending on the staff member you selected above, you may be asked to pay a fee with your credit card. If your card
is already on file, review your credit card information to be sure it is up-to-date. If you would like to use a credit card
that is not on file, click the Add a new credit card button, and provide the required information.
8. Click the Submit button. The page displays a thank you message.
9. [Optional] Some questions are set up to handle file attachments. If this is the case, click Browse to locate, select,
and upload the appropriate file. For example, you may want to provide your doctor with a health record from another
provider. Note: You may attach many types of document and image files, but each file cannot exceed 2 MB in size.
10. Click the Back to My Patient Page link. You will receive an email notifying you to log on to the Patient Portal to
retrieve the practice's response in your inbox. Please allow at least 24 hours for the practice to respond.
11. If you would like to view a list of all your questions, click the Request History link beside the Ask a Doctor feature.
To display the text of your question, select the question date in the Request Time column.
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Requesting a Prescription Renewal
Requesting a prescription refill using the Patient Portal is both fast and convenient. The practice may charge a fee for using
this feature.
Click the Prescription Renewal icon OR
Click the New Request link beside the Prescription Renewal icon OR
Click the Prescription Renewal link in the side or top menu (if a link displays here).
2. Select your doctor's location, if more than one selection is available, your doctor's name, and then click the Continue
button.
3. Select the insurance that will cover this medication.
4. If you need to modify your insurance information, click the View My Insurance Details link. A second browser
window or tab opens on the Insurance page for your account.
To update your current insurance information, click the Edit link, select the correct insurance type from the
drop-down menu, enter information in the required fields, and then click the Save Insurance button.
To cancel any changes that you make while editing, click the Click here to cancel editing link.
To add a new insurance provider, click the Add Insurance: Click here to add an entry link, enter
information in the required fields, and then click the Save Insurance button.
To delete an insurance entry, click the Delete link beside the insurance name, and confirm that you want to
delete this insurance. You will need to select another type of insurance, provide the required information, and
click Save Insurance to continue with your prescription refill request.
5. Return to your prescription renewal request in the first browser window.
6. In the Medication(s) section, you can do a number of activities:
If the medication is already listed, click the open box beside the name (a check mark displays). Note: Once a
medication has expired, it can no longer be refilled as a current medication.
If the medication is not already listed, enter its name and dosage (for example: albuterol and 0.083 mg). Add
as much information as you can to help the practice make an informed decision about your request.
If you want to edit the medication that's on file for you, click the Edit link, and modify the information.
If the medication you want to refill is not listed here, click the Click here to add another medication link.
Provide the drug name and dosage, plus any additional information that will help the doctor identify the
medication.
7. Select a pharmacy from the drop-down menu. If your pharmacy is not listed, specify a pharmacy name and telephone
number.
8. Click the Continue button.
9. Review your prescription refilll request, and then click the Submit button. You will receive an email notifying you to
log on to the Patient Portal to retrieve the practice's response in your inbox. Note: If you decide to cancel the request,
click the Cancel button.
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Viewing Your Lab Results
Viewing your lab results requires that you first check your personal email from the practice for a message about your lab
results. The message may include the client identification information so you can log in TeleVox LabCalls, or it may contain a
link to your Patient Portal inbox, depending on the practice's preference. The TeleVox Lab Results Inquiry System opens in a
separate web browser window.
Click the Lab Results icon OR
Click the View link beside the Lab Results icon OR
Click the Lab Results link in the side or top menu (if a link displays here).
2. On the TeleVox page, type your Customer/Client Number, Client Login/UID, and PIN, and then click the Login
button. You may check the Remember Me box if you would like TeleVox to remember your log in credentials the
next time you log in.
3. Click the Logout button when you are ready to close the TeleVox page.
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Making an Online Bill Payment
Making your payments online in the Patient Portal helps you stay on top of your medical bills and provides a convenient
record of your payment history.
Click the Online Bill Pay icon OR
Click the Make a Payment link beside the Online Bill Pay icon OR
Click the Online Bill Pay link in the side or top menu (if a link displays here).
2. Select your doctor's location, if more than one selection is available.
3. Enter your patient account number, which should be located on your paper statement, if it is not already automatically
filled in.
4. Enter the full or partial amount that you want to pay, for example "50" for $50.00 and "134.85" for $134.85.
5. Enter a comment about your payment, for example, "Balance due for ultrasound on 10/2/2011."
6. Select either a credit card or "Add New Card" from the Credit Card drop-down menu.
To update your current credit card information, select a current card, click the Edit Credit Card button, and
make the appropriate changes.
To delete a credit card that you no longer want to use, select a current card, click the Delete Credit Card
button, and click OK to confirm the deletion. You will need to add a new credit card, as described in the next
bullet.
To use a card that is not listed, select "Add New Card" and provide the required information in all fields. Note:
The CVV code is the 3-digit number on the back of your credit card.
7. Click the Continue button. If you get a message that your credit card has expired, click the Edit Credit Card
button, update your card information, and then click the Continue button.
8. Verify the payment information. If you need to make any changes, click the Change button, make your changes.
9. Click the Submit button. A thank you message displays with the payment amount, date, and confirmation number.
You will also receive email that includes this information. If you would like a printed confirmation, click the Click here
for printable version link, and then click OK on the printer dialog box to send the confirmation message to your
printer.
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Viewing Your Payment History
Viewing your your payment history helps you keep track of all your Patient Portal billing statements.
1. On your patient portal home page, click the Payment History link beside the Online Bill Pay icon. The date, time,
amount, and type of payment display in the payment history table.
"Patient Payment" is a payment that you made in the Patient Portal.
"Practice Payment" is a payment that was made for you by the provider when you gave the provider your
payment information either in person or by telephone.
2. If you are signed up for recurring payments with this practice (e.g., a budget payment plan), the payment start date
and payment amount per pay period (e.g., every 30 days) display in the budget payment plan history table. Note: If
the practice charges a processing fee for each payment, this fee will not display in your payment history.
3. To view a specific payment, select a payment row. The page refreshes and displays details about the payment. Click
the Click here to go back link to return to the payment history table.
4. To make a payment, click the Pay My Bill Now link.
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Viewing Your eStatements
Viewing your eStatements helps you keep track of all your Patient Portal electronic billing statements. The practice may
charge a fee for these services.
1.
2.
3.
4.
On your patient portal home page, click the eStatements link beside the Online Bill Pay icon.
On the Current eStatements tab, to view a specific payment, select a payment row.
On the Out of Date eStatements tab, to view a specific payment, select a payment row.
To make a payment, click the Pay My Bill Now link.
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Viewing Your Payment Agreements
Viewing your payment agreements helps you track all transactions you've made against your budget payment plan.
1. On your patient portal home page, click the Payment Agreements link beside the Online Bill Pay icon.
2. In the Payment Agreements table, to view specific payment agreement details, select a row.
11.4
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Creating Your Personal Health Record
Creating your Personal Health Record is an important first step towards owning and managing all of your healthcare
information. The Personal Health Record is your single most secure and complete resource for information about your
medications, doctor visits, illnesses, vital signs, and much more. The practices recommends you update your health record
periodcally, for example, each time you visit the doctor, begin a new medication, or receive lab results.
Depending on how the practice has set up this feature, you can create your Personal Health Record either in the Patient Portal
using the PHR Step-By-Step too or in the Intuit Health Personal Health Record, which you access from the Patient Portal, as
described below.
1. To create your Personal Health record, start on your Patient Portal home page, and do the following steps:
Click the Personal Health Record icon OR
Click the View link beside the Personal Health Record icon OR
Click the Personal Health Record link in the side or top menu, if one is provided.
2. If you are directed to the Patient Portal page that displays the question "What do you want to do today?" go to the
next step in this help topic. If instead you are redirected to the Intuit Health Personal Health Record, do the following:
1. Accept the Terms of Service (one time only).
2. Click the Sharing tab at the top of the Personal Health Record home page.
3. Complete your registration information. For instructions on how to use the Intuit Health Personal Health Record,
click the Help link at the top of any health record page.
3. On the Patient Portal Personal Health Record page, review the descriptive information about the health record.
4. Go to the next step (step 5) if you are creating a new health record, or go to step 6 if you are updating a health
record that you have previously started or completed.
5. To start a new health record, click the Create PHR step-by-step link under the New Users heading. The page is
directed to the first page of the health record, "My Information." A gray bar at the top of the form tracks your
progress, and a green square indicates which page you are working on as you progress.
a. Review the information that you provided during the online registration process. You may add, delete, or
update any field as long as there is valid information in all of the required fields.
b. Click the NEXT>> button to navigate to the next page in the form. If you need to return to a previous page,
click the <<PREV button.
c. Continue to fill out each page of the form, and then navigate to the next page. Depending on the page
contents, you may add multiple items to lists, such as your current medications, click multiple check boxes to
indicate your family's health history, and type comments in your health diary, if desired. Click the Save
[contents] or Add [contents] button to save or add your information on each page, as appropriate.
d. Click the Edit or Delete button to modify or delete the information on a page, as appropriate.
e. Click the Printable Version link to save and print a wallet card that displays a summary of your health
information, if desired.
f. Select the sections that you would like to display on the health record Summary View, or click the Select All
Sections button, and then click the View PHR Summary button. Click the Printable Version button to save
and print a page-sized copy of the health record summary, if desired.
g. On the last page, click the Notify button to let your doctor know that you have completed a health record,
even if you have not finished adding information to every section.
h. Click the NEXT>> button to return to the Personal Health Record page.
6. To update an existing health record, select a section link under the Returning Users heading. Each section page
displays an overview of the pages on which you can add or edit the current health record information for that section.
7. From an overview page, you can navigate the health record using the strategy that is most appropriate for you:
To update the contents on a specific page in a section, click an Add/Edit link. For example, click Update My
Health Information > Add/Edit to navigate to the My Immunizations page.
To navigate to the first page of a section, click the Use Step-By-Step to enter information link at the top of
an overview page. From here, click the NEXT>> button to navigate to each subsequent page.
To navigate to the next section of the health record, click the Skip to [section name] button.
Follow the instructions for completing a health record that are described above for new users.
Note: At any time, you may exit the health record by clicking the My Patient Page link on the menu bar. However,
before you exit, be sure that you have saved the added or updated information on each page. This will ensure that
11.4
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your personal health record reflects the most up-to-date information.
11.4
31
Filling Out Custom Health Forms
Filling out forms online saves you time when you come in for your appointment. If you can't finish a form while you're
online, you can log out without losing the information you've entered. A registration form may be required as part of the
sign up process when you create an online account.
Click the Custom Forms icon OR
Click the Fill Out Forms link beside the Custom Forms icon OR
Click the Health Forms link in the side or top menu (if a link displays here).
2. Select your preferred location, if more than one selection is available, and then click the Select Location button.
3. Select your provider, if more than one selection is available, so you can view the forms for your doctor, and then click
the Select Provider button.
4. Click to select a form from the list. The date you last worked on or completed the form displays below the link to the
form.
5. For multi-page forms:
Click the Jump to a specific page link, and then click the page number link.
Use the Previous, Next, and Continue buttons to navigate from page to page.
6. Click the View as PDF link to open, save, and print the form as an Acrobat document.
7. When you have completed a form, click the Submit button to save and submit it to the practice. If you'd like, click
the form link to open, save, and print it as an Acrobat document.
11.4
32
Filling Out Your Registration Form
Filling out the online registration form saves you time when you come in for your appointment and may be required when
you sign up for an online account. If you can't finish the form at that time, you can log out without losing the information
you've entered. However, you may be asked to complete it the next time you log in to the Patient Portal.
1. Enter the required information on the form. You may click the Next or Previous button to navigate through the form
until you have provided all of the required preregistration information.
2. Click the Submit button when you have completed the form. If you would like to print or save the form, click the link
to open it in Adobe Reader.
11.4
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Providing a Symptom Assessment
Providing a symptom assessment for the doctor saves you time during your next office visit. Based on your responses to a
series of questions, the practice may send you a follow-up message with treatment suggestions. If your problem requires
immediate attention, please contact the practice directly by telephone, or dial 911 if it's an emergency.
Click the Symptom Assessment icon OR
Click the Start New link beside the Symptom Assessment icon OR
Click the Symptom Assessment link in the side or top menu (if a link displays here)
Click the Symptom Assessment link on the Appointment Request "Thank you" page.
2. Select your preferred provider's location, if more than one selection is available, and then click the Submit button.
3. Select your preferred provider, and then click the Submit button.
4. Enter a brief, concise symptom in the text box, and then click the Submit button. For example, type "bee sting" or
"sore throat."
5. If the application cannot find a match for your symptom, you'll see a symptom selection list from which you can
choose a symptom. If you don't see the symptom in this list, enter the reason in the text field below the list, and then
click the Next button. If you need help finding the right wording for your symptom, click the Help link under the
reason for your visit text field.
6. Answer a series of questions about your symptoms by selecting from the answer choices that display. You may click
the Go back a question button at any time to revise a response.
7. When you have finished answering all the questions, click the Continue button to submit your assessment to the
practice.
retrieve the practice's response in your inbox.
11.4
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Making a Virtual Office Visit
Making a virtual office visit allows you to consult your doctor about a health problem when you cannot physically visit the
doctor's office. Based on your responses to a series of questions, the practice may send you a follow-up message with
treatment suggestions or telephone you. For example, your doctor may be able to diagnose a condition if it doesn't require a
laboratory test or an examination in person. If your problem requires immediate attention, please contact the practice
directly by telephone, or dial 911 if it's an emergency.
Click the Virtual Office Visit icon OR
Click the New Visit link beside the Virtual Office Visit icon OR
Click the Virtual Office Visit link in the side or top menu (if a link displays here).
2. If these selection options are available, choose your preferred provider and medical insurance company.
3. Choose your symptom from the drop-down list, or enter a symptom, for example, "Infected bug bite."
4. Choose the pharmacy you use in case the doctor prescribes a medication to treat your symptom. If your pharmacy is
not in either the practice's list or your own list of pharmacies, enter the pharmacy's name and telephone number.
5. The practice may charge a fee for this service. If this is the case, review your credit card information to make sure it's
up-to-date.
6. If you need to modify your credit card information:
To update the information: click the Click here to edit link, and make the necessary changes.
To delete the card: click the Click here to delete link, confirm that you want to delete this credit card, select
Add a new credit card, and enter the required information
7. Read the Intuit Health waiver of Liability and Informed Consent, and click the Agree and Continue button.
8. Answer a series of questions about your symptoms by selecting from the answer choices that display. You may click
the Go back a question button at any time to revise a response.
9. [Optional] Some questions are set up to handle file attachments. If this is the case, click Browse to locate, select,
and upload the appropriate file. For example, you may want to provide your doctor with a health record from another
provider. Note: You may attach many types of document and image files, but each file cannot exceed 2 MB in size. If
you decide not to send a file you've attached, click Delete when asked to confirm your file attachment(s).
10. When you have finished answering all the questions, click the Continue button to submit your assessment to the
practice.
retrieve the practice's response in your inbox.
11.4
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Resetting Your Password
Resetting your Patient Portal password takes just a few quick steps:
1. Enter the user ID or email address you used to set up your Patient Portal account.
Note: If your email address has changed, please contact the practice to have it updated so you can reset your password.
11.4
36
Resetting Your Password (continued)
Resetting your Patient Portal password takes just a few quick steps:
1.
2.
3.
4.
Enter the answer to your secret question.
Enter and then re-enter a new Patient Portal password.
Click the Send email button.
Check your email for the message from your doctor with a link that will return you to the Patient Portal to reset your
password.
Note: If your email address has changed, please contact the practice to have it updated so you can reset your password.
11.4
37
Checking Your Email for Verification Link
Check your email for a message from your doctor. It will contain a link that you must click in order to verify your new
Patient Portal password.
Note: If your email address has changed, please contact the practice to have it updated.
11.4
38
Signing In with Your Password
Sign in with the password you created for your new Patient Portal account.
Note: If your email address has changed, contact the practice, who can update their records so you can sign in.
11.4
39
Recovering Your User ID
Recovering your Patient Portal user ID takes just a few quick steps:
1. Enter the user ID or email address you used to set up your Patient Portal account.
Note: If your email address has changed, please contact the practice to have it updated so you can recover your user ID.
11.4
40
Entering Your Date of Birth (DOB)
1. Select your date of birth month, and then enter the date and year in YYYY format.
11.4
41
Answering Your Security Question
1. Enter the answer to your secret question.
2. Click the Send email button.
3. Check your email for the message from your doctor with your Patient Portal user ID.
11.4
42
Checking Your Email for User ID
Check your email for the message from your doctor with your Patient Portal user ID.
11.4
43
Resending Your Verification Email
Resending your Patient Portal account verification email takes just a few quick steps:
1. Enter the email address you used to set up your Patient Portal account.
Note: If your email address has changed, please contact the practice to have it updated so they can resend your verification
email.
11.4
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Resending Your Verification Email (continued)
Resending your Patient Portal account verification email takes just a few quick steps:
1. Enter the answer to your secret question.
2. Enter a password that is at least 6 characters long. Note: For security purposes, obvious password selections such as
"password" and "qwerty" should be avoided. Instead, pick a password that is both unique and memorable.
3. Click the Send email button.
4. Check your email for the message from your doctor with a link that will return you to the Patient Portal to reset your
password.
email.
11.4
45
Checking Your Email for Resent Verification Link
Check your email for the message from your doctor with your new Patient Portal verification link.
email.
11.4
46
Changing Your Profile
Changing your profile information helps to keep your patient portal account up-to-date.
1. On your home page, click the My Account link.
2. On the Profile tab, change any of the information that needs to be updated. Required information is marked by a red
asterisk.
3. If you would like to upload a photograph of yourself, click the Browse button. Select the picture from your local drive
and click Open. You can use any of these picture formats: jpg, gif, and tiff. The next time you check in for an
appointment, the front desk person will confirm that your photograph is a reasonable likeness of you.
4. After making your changes, click the Update Profile button or click the Cancel button to cancel your changes.
11.4
47
Changing Your Email Address
If you decide to change your email address, keep in mind that it's also your Patient Portal user ID. Be sure to select an
email address that's not already associated with another Patient Portal account, for example, a spouse's account. When you
update your email address, your record will be automatically updated with the practice.
1. Enter your Patient Portal password.
2. Enter your new email address, re-enter it, and be sure the two entries match. Note: This will be your new user ID the
next time you sign in to the Patient Portal.
3. Click the Save Changes button.
11.4
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Changing Your Password and Security Question
To keep your health information secure, it's important to change your Patient Portal password and security question/answer
if you've misplaced a written copy of your password. Note: All fields are required.
To change your password, do the following:
1. Enter your current password.
2. Enter a password that is at least 6 characters long. Note: For security purposes, obvious password selections such as
"password" and "qwerty" should be avoided. Instead, pick a password that is both unique and memorable.
3. Click the Update Password button.
Optionally, you may change your security question and answer:
1. Select a security question.
2. Enter the answer to the security question.
3. Click the Update Secret Question button.
Note: If you are linked to a family account as a dependent, you will break the link to the family account when you change
your password. However, if you change your password back to the original password that was established for you by the
family account holder, you will restore your link to the family account.
11.4
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Updating Your Account Email and Password
The Patient Portal is changing the way that patients sign in to their accounts to make it easier and more secure. You may
now use your email address as your user ID. To ensure the security of your new account user ID, you will also need to
update your password at this time.
To make these changes, do the following:
1. Enter your current password.
2. Enter your email address, re-enter it, and be sure the two entries match. Note: This will be your new user ID the next
time you sign in to the Patient Portal.
3. Enter your new password, and then re-enter it. Note: Your password must be 6-32 characters and contain no spaces.
Be sure to keep a record of it in case you forget it.
4. Select a security question.
5. Enter the answer to the security question.
6. Click the Save button.
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Changing Your Account Preferences
Changing your Patient Portal account preferences allows you to choose a different secret question. Your preferences also let
you choose which types of email from the practice you'd prefer not to receive.
On your patient portal home page, click the My Account link, and then select the Preferences tab.
Select your location and provider preferences, and your statement delivery and email format preferences.
Click the Update Your Preferences button.
Select a secret question, and type the answer in the required text field. If you ever forget your password, you will be
prompted for this answer to confirm that you are authorized to log into your account on the Patient Portal.
5. Click the Update Secret Question button.
6. Select the types of email messages that you would prefer not to receive.
7. Click the Set Opt Out Preference button.
1.
2.
3.
4.
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51
Changing Your Wallet Information
Changing your wallet settings allows you to keep your credit card information up-to-date. This information is required if you
use any Patient Portal services that charge a fee.
1. On your patient portal home page, click the My Account link, and then select the Wallet tab.
2. If one or more of the following situations apply, do the following actions:
No credit card information displays. Provide your credit card information in the required fields.
Your current credit card information needs to be updated, such as changing the card expiration date. Select the
radio button beside the card member's name, and click the Click here to edit link to make the appropriate
changes in the required fields.
You would like to add another credit card. Click the Click here to add a new Credit Card link, and provide
your credit card information in the required fields.
You would like to remove a credit card from the list of cards on file with the practice. Select the radio button
beside the card member's name, and click the Click here to delete link.
3. Click the Submit button when you have finished making your changes, or click the Cancel button to cancel your
changes.
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Changing Your Insurance Information
Changing your insurance information is important if you switch to a new insurance carrier or add a child to your family
1. On your patient portal home page, click the My Account link, and then select the Insurance tab.
2. Provide your insurance information in the required fields. Note: If you do not have medical insurance, then please
select Self-Pay from the Insurance Type drop-down menu.
3. Click the Save Insurance button when you are finished.
11.4
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Changing Your Family Account
If you are the owner of the family account or the "Account Holder," you can add, link, unlink, and remove "dependent" family
member accounts from the family account. This page displays the names of family members linked to the family account,
their status, and any actions the account holder can take to change the status of a dependent account.
If you are the family account holder:
You can create a new Patient Portal account for a family member you'd like to add to the family account. The new
account becomes a dependent account regardless of whether it's a spouse, parent, or other family member.
You can link a family member with an existing Patient Portal account to the family account; you can also unlink,
relink, and remove it.
You can view account information for all accounts that are linked to the family account. Click Change User next to
the "Welcome [your user ID]" at the top of this page to select a linked dependent account.
You can unlink, relink, and remove a family member from the family account.
If you are a dependent family member, you will see the names and statuses of the other accounts on the family
account, including the member who is the account holder. Dependent accounts cannot view each other's healthcare
information.
Creating a new Patient Portal account for a family member and adding it to the family account
1.
2.
3.
4.
5.
6.
7.
Click the Add a Family Member link.
Enter the family member's demographic information in the required fields marked with a red *.
Select a preferred location if your doctor offers more than one location.
If the Statement Delivery Preference option displays, select a preferred delivery method.
Open and review the practice's terms of service and patient privacy information.
Click the check boxes to acknowledge you have read this information.
Click the Create Account button. You will receive an email from the practice confirming the new linked family
member account.
Linking a family member who already has a Patient Portal account
Important: Before you begin, you must know the user ID and password for each existing dependent account.
1.
2.
3.
4.
Click the Link an Existing Family Member link.
Type the user ID and password of an existing family member account.
Indicate your relationship to this person, e.g., parent, spouse, sibling, child, or other.
Click the Submit button. The new linked family member's name displays on a tab above the "Welcome [your
name]" text. Each existing dependent account will receive an email notifying them that they are linked to a family
account. Note: A dependent whose account is linked to a family account must not change the password that the
account holder uses to establish the link to the family account. If the dependent changes the password, the account is
no longer linked to the family account.
Unlinking, relinking, and removing family members from the family account
1. To access a family member's account, click the family member's tab above the "Welcome" text. The message, "Are
you sure you want to switch the Active Account to [family member's name]?" displays. Click OK. You can now view
and modify the linked account's patient information.
2. To unlink a dependent account from the family account, click the Unlink Dependent link. You are prompted to
confirm the unlinking. Click OK. Verify that the patient's name, user ID, and email address match the dependent you
want to unlink, and then click the Unlink button. The unlinked family member no longer displays on a tab above the
"Welcome" text and in the list of family accounts on the Family tab. Note: A dependent may unlink his or her
account from the family account by logging in and changing the dependent account password. The family account
holder will be able to see that the password has been changed because the dependent account will be identified as
"Unlinked." The family account holder may choose to relink or remove the unlinked dependent account.
3. To relink a dependent account to the family account, click the Relink Dependent link. You are prompted to confirm
the relinking. Click OK. Type the family member's password, and then click the Submit button. The relinked account
displays as "Linked" in the list of family accounts on the Family tab. Note: The family account holder can relink a
11.4
54
dependent account only if the dependent has changed his or her password prior to your logging in to the family
account.
4. To remove a dependent account from the family account, click the Remove Dependent link. You are prompted to
confirm that you want to remove the account. Click OK. Verify that the patient's name, user ID, and email address
match the dependent you want to unlink, and then click the Unlink button. The removed family member no longer
displays on a tab above the "Welcome" text and in the list of family accounts on the Family tab. Note: The family
account holder can remove a dependent account only if the dependent has changed his or her password prior to your
logging in to the family account.
11.4
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Glossary
Appointment
Request
A Patient Portal feature that enables registered patients to request
appointments with their doctor.
A Patient Portal feature that enables registered patients to send secure
Ask a
online messages to their doctor or other practice staff requesting
Staff/Doctor/Biller
information.
Check In
A Patient Portal feature that enables a practice to process patient check
ins and appointments.
Download
To transfer data from the web server to your computer.
Guarantor
The person who is responsible for paying a patient bill.
Health Forms
A Patient Portal feature that enables patients to complete their health
forms online.
HealthKey
A technology that multiple doctors' practices use to enable patients to
access their health information in Patient Portals.
Insurance
A patient's insurance company, which is responsible for paying all or part
of the patient's bill.
Lab Results
A Patient Portal feature that enables a doctor's practice to send secure
messages to patients concerning their lab results.
Location
The physical location of a doctor's practice.
Online Bill Pay
A Patient Portal feature that enables patients to pay their bills by
registering them and making payments online.
Patient Portal
The patient-facing website that the doctor's practice provides its patients.
Registered patients may access online Patient Portal features and
send/receive secure messages to/from the practice.
Personal Health
Record
A Patient Portal feature that enables the patient to track personal health
records such as diagnoses, doctor visits, and immunizations.
Practice
A physician or a collection of physicians.
Prescription
Renewal
A Patient Portal feature that enables patients to request, and staff to
process, prescription renewals.
Referral
A Patient Portal feature that enables a practice to refer patients to other
practices and process referrals from other practices that participate in the
Intuit Health Referral Portal.
11.4
56
Registered Patient
A recipient type or patient who is registered with a practice through a
Patient Portal.
Symptom
Assessment
A Patient Portal feature that enables a patient to communicate his or her
symptoms to the practice and receive secure responses, including
prescriptions.
Unregistered
Patient
A patient who is not registered with the practice through a Patient Portal.
The practice may send a Fax, email, or telephone message to an
unregistered patient.
Virtual Card
Swiper
A Patient Portal feature that enables patients to pay their bills using a
credit card either in the office or by telephone.
A Patient Portal feature that enables a patient to communicate directly
Virtual Office Visit
with a doctor concerning a medical issue in lieu of a physical encounter.
(VOV)
Typically, the patient is billed for a VOV.
11.4
57

Patient Portal Help - Spine Consultants, LLC

Transcription

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