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Questions and Answers
What is the MyChart phone number for Bon Secours patients to call?
What is the MyChart phone number for Mercy patients to call?
What is the Bon Secours MyChart URL?
What is the Mercy MyChart URL?
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What is the authorized MyChart access for PPSD Manila agents?
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Choose the approved and appropriate greeting for MyChart Support.
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What are you supposed to do when a patient reports a breach of their MyChart data?
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What is the Patient Services Complaint contact number for Ohio?
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What is the Patient Services Complaint contact number for Greenville?
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What is the Patient Services Complaint contact number for Hampton Roads?
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What is the Patient Services Complaint contact number for Richmond?
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What do you do if you receive a call from a patient who does not speak English?
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Are patients with a foreign address in their demographic allowed access to MyChart?
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Do providers have the option of not participating with MyChart?
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What access will adolescents between 12-17 years old see in MyChart?
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If Break the Glass appears, agents are authorized to bypass it.
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What is the password length requirement?
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Match the following questions about patient identification for MyChart registration.
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Do Activation Codes expire?
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Are you allowed to resend the activation code to the patients?
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How long are Patient MyChart passwords good for?
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If the clinician no longer wants to receive MyChart messages from a specific patient due to being disruptive, can the clinician remove themselves from the Care Team or disable the patient?
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Can a minor/teen remove proxy access for a parent/guardian?
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What platform/app is used to perform Virtual Visits?
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Can patients use wearable health devices to pull patient data into MyChart?
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Is there a provider lookup site for patients to reference MD profiles?
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Study Notes
MyChart Contact Information
- Bon Secours MyChart Phone Number: 844-552-4278
- Mercy MyChart Phone Number: 866-385-7060
MyChart URLs
- Bon Secours MyChart URL: https://mychart.bonsecours.com/
- Mercy MyChart URL: https://mychart.mercy.com/
Authorized MyChart Access
- Manila Agents can deactivate accounts, send activation codes, or reset passwords.
- Agents can also change demographics and enable/disable two-factor authentication.
MyChart Support Greetings
- Approved greeting includes asking the caller for their full name and responding promptly.
Breach Report Protocol
- Follow the patient's lead regarding account shut-off or password reset.
- Deactivation handled by agents with user's permission, including ticket number for the Ambulatory team.
Patient Services Complaint Numbers
- Ohio: 855-489-6440
- Greenville: 855-458-8799
- Hampton Roads: 864-255-1054
- Richmond: 513-952-5000
Non-English Speaking Patients
- Call 864-254-1050 for translator services or assist using best efforts in English.
Billing Questions Contact
- Mercy billing portal: https://www.mercy.com/pay-a-bill
- Bon Secours billing portal: https://www.bonsecours.com/patient-resources/bill-payment
- Customer service numbers for specific billing inquiries vary by region (e.g., Virginia: 888-835-9905).
Medical Records Contact Information
- Specific hospitals have designated numbers for medical record requests, such as St. Francis Downtown: 864-255-1375 and Richmond Community Hospital: 804-545-3235.
Central Scheduling Contact Information
- Various locations have specific numbers, e.g., Greenville: 877-930-3627, Hampton Roads: 270-538-5777.
MyChart Access Guidelines
- Patients with foreign addresses can access MyChart.
- Providers cannot opt-out of MyChart; it integrates with the care systems.
Adolescents Access
- Patients aged 12-17 have limited access by default, but can grant full access to proxies.
Identity Verification
- Required points for identity verification include: Name, Username, LAST 4 Social, DOB, Address, etc.
Password Guidelines
- Passwords must be 8-20 characters long and include at least one letter, one number, and one symbol.
Activation Code Policies
- Activation codes expire after 30 days.
- Resending activation codes is permitted via email or text.
Clinician Communications
- Clinicians can remove themselves from disruptive patient communications by accessing MyChart settings.
Special Situations Handling
- If a patient forgets their password, follow reset protocols.
- Utilize proper channels for handling billing issues, proxy access requests, and patients' inquiries about their MyChart accounts.
Technical Support and Additional Resources
- Use the provided contact numbers for specific patient services based on location.
- Follow protocols for addressing complications with multiple MRNs or disputes regarding account access.
These notes encapsulate critical information regarding MyChart operations and support, focusing on contact information and procedural guidelines for various scenarios.
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