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Frequently Asked Questions

About MyHealthAdvantage

What is MyHealthAdvantage?

MyHealthAdvantage offers patients personalized and secure on-line access to portions of their medical records. It enables you to securely use the Internet to help manage and receive information about your health. With MyHealthAdvantage, you can use the Internet to:

  • Make doctor appointments
  • Request prescription refills
  • Email your doctor with questions
  • Receive reminders of upcoming tests
  • View portions of your health record
  • View test results
  • Pay bills online
  • Receive health maintenance reminders
  • Download portions of your medical record

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Is there a fee to use MyHealthAdvantage?

MyHealthAdvantage is a free service offered to our patients.

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How do I sign up?

We are in the process of providing MyHealthAdvantage services to other clinics soon. Patients who wish to participate will be issued a MyHealthAdvantage activation code during their clinic visit. This code will enable you to login and create your own user ID and password. If you were not issued an activation code, you may call your primary care clinic to get one or ask to sign up during you next office visit.

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Why canít I request a medication renewal for some of my current medications?

To request medication renewals in MyHealthAdvantage, the prescribing physician will need to be using MyHealthAdvantage. Please contact them by phone if you need to reach them or you are not able to renew the medication from MyHealthAdvantage.

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Why canít I request or schedule an appointment?

Some appointments may require you to contact your physicianís office via phone.

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Why is my physician not listed as a recipient in the Medical Advice message screen?

If you have not seen your provider in the last 18 months or if your provider is not using MyHealthAdvantage, you may need to contact your physicianís office.

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Who do I contact if I have further questions?

If you have questions about your appointments or health information that you viewed in MyHealthAdvantage, please contact your physician's office. If you are having technical problems with MyHealthAdvantage, please contact the MyHealthAdvantage Support Line at 535-7725 or 1-877-228-1894 (toll free).

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When can I see my test results in MyHealthAdvantage?

Some lab results are generally released after 3 days. During this time, your physician is reviewing the results and may release the results to you via MyHealthAdvantage.

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Why are certain test results not shared electronically via MyHealthAdvantage?

Your provider is able to determine which types of test results are able to be accessed through MyHealthAdvantage. Further, tests of a very sensitive nature are not released to MyHealthAdvantage.

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

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

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

You will generally receive an answer within 2 business days. Please note that MyHealthAdvantage should not be used for urgent situations. Please contact your clinic if the situation requires immediate attention or dial 911 if it is an emergency.

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Can I view a family member's health record in MyHealthAdvantage?

Yes you can. This is called Proxy access and allows a parent (or guardian) to log into their personal MyHealthAdvantage account, and then connect to information regarding their family member. You can request a Proxy Consent Form from a clinic that is using MyHealthAdvantage or download a Proxy Consent Form. Upon your completion and return of the consent form, proxy access will be available within 4 business days.

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Can I ask questions regarding a family member from my MyHealthAdvantage account?

No. MyHealthAdvantage offers direct access to your personal health record and communicating about another individual's information would be placed in your health record. This information would not appear in the correct health record and could potentially jeopardize medical care. However, if you have proxy access to your family memberís MyHealthAdvantage account, you will be able to send a secure message to your family memberís physician.

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Can my spouse and I share one MyHealthAdvantage account?

No, due to the sensitive nature of medical information, each adult must sign and submit a Release of Information request and establish their own MyHealthAdvantage account.

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I forgot my password. What should I do?

You may click the "Forgot password" link on the sign-in page to reset your password online which you will be able to reset your password immediately. You may also call the MyHealthAdvantage Support Line at 535-7725 or 1-877-228-1894 (toll free).

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Can you send me a new access code as I have lost it, let it expire or did not receive it?

Please contact MyHealthAdvantage Support Line at 535-7725 or 1-877-228-1894 (toll free).

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Where can I update my personal information (e.g., home address, e-mail or change my password)?

Log into MyHealthAdvantage and from the left menu, go to the Preferences section and select the appropriate option.

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How is MyHealthAdvantage secure?

We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure access codes, personal ID's, and passwords. Each person controls their password, and the account cannot be accessed without that password. Further, MyHealthAdvantage uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session with MyHealthAdvantage. Unlike conventional e-mail, all MyHealthAdvantage messaging is done while you are securely logged on to our website.

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What is your Privacy Policy?

MyHealthAdvantage is owned and operated by MyHealthAdvantage and is fully compliant with federal and state laws pertaining to 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 by MyHealthAdvantage.

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I was logged out of MyHealthAdvantage, what happened?

We aim to protect your privacy and security of your information. While logged into MyHealthAdvantage, if your keyboard remains idle for 15 minutes or more, you will be automatically logged out of MyHealthAdvantage. We recommend that you log out of your MyHealthAdvantage session if you need to leave your computer for even a short period of time.

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What do I need to use MyHealthAdvantage?

You need access to a computer connected to the Internet and an up-to-date browser (such as Internet Explorer).

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My access code does not work, what should I do?

For your security, your access code expires after 30 days and is no longer valid after the first time you use it. If you still have problems, you can call our MyHealthAdvantage Patient Support Line at 535-7725 or 1-877-228-1894 (toll free).

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Is my access code my user ID?

No, your access code is not your MyHealthAdvantage ID or password. You will use this code only once to log into MyHealthAdvantage for the first time. (The code will expire after you have used it or after 30 days). When you log into MyHealthAdvantage the first time, you will then be asked to create your own unique MyHealthAdvantage ID and password.

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