MYCHART/EPIC HELPDESK FAQs

 

Where do I access the MyChart website?

  • Have customer go to: mychart.kennedykrieger.org

 

How do I reset my password?

  • Have the customer go to mychart.kennedykrieger.org. Click the reset button and have them fill out the information.


 How do I change my username?

  • Log into Epic and click edit username.

 

How do I find my reports?

  • Have the customer log into MyChart>switch the profile>click visits> ask the customer for the date that their child was seen. Scroll to the date and click view notes.

 

How do I print?

  • Printing can only be done on PCs and laptops. The document has to be saved on the device, it cannot be printed directly from the device. Have the customer open the report>click the printer icon>Click print this page here>the printer box will launch, save the file to the device. Open the document from the device and print.

 

How do I send a message to a provider?

  • Refer to tipsheet (MyChart messaging)

 

Why can’t I message a provider?

  • Patient is under the Psychiatry Dept, he/she must call the clinic.

 

Why can’t I reply a provider?

  • If the patient is unable to reply to a MyChart message, it might be because the message age has exceeded the number of days by default, replies are allowed for up to 21 days. Instruct the patient to send a new message from the Messages activity.

 

Why is the provider not showing up in MyChart?

  • Patient has not seen the provider yet.
  • The list might be limited to the patient's PCP and clinicians with whom the patient has an upcoming visit or has had a visit in the recent past.
  • Patient has turned 18 and parent lost access. (Transfer call to HIM).
  • Lost access due to being a foster parent or no guardianship papers provided. Transfer call to HIM.
  • Parent has billing access, they need to be granted proxy access. (see Grant process access from billing tip-sheet)

 

How do I add another child?

  • Refer to tip-sheet “Add an additional child to MyChart account”

 

How long does the MyChart link last?

  • The MyChart link lasts for 30 days. Once the link is sent out, it last exactly 30 days.

How do I link my account?

  • Refer to the tip-sheet “Link Organizations.”

 

Why isn’t my account linking?

  • The address in KKI Epic does not match Address other organizations. Confirm their address and have them make sure both addresses is correct or updated.
  • Patient has their own MyChart account at the other organization, while their proxy has an account at KKI and vice versa.
  • There is no CareEverywhere. The provider needs to connect CE by searching for the other organization and request access or there needs to be an appointment.  

 

How do I upload a file?

  • Refer to the tip-sheet “MyChart Messaging.”

 

What time is my appointment?

  • Refer to the tip-sheet “Appts.”

 

Where is my appointment?

  • Refer to the tip-sheet “Appts.”

 

How do I set up a payment plan?

  • You can either transfer the call to Billing or refer to tip-sheet “HOW TO SET UP A PAYMENT PLAN IN MYCHART”

 

Why am I unable to see anything in MyChart?

  • Patient has turned 18 and parent lost access. (Transfer call to HIM).
  • Lost access due to being a foster parent or no guardianship papers provided. (Transfer call to HIM).
  • Parent has billing access, they need to be granted proxy access. (Refer to “Grant process access from billing tip-sheet.”)