EPIC/MyChart Troubleshooting- Common calls/common issues:

 

Patient/Customer having issues signing up:

  • Ensure that the parent/customer is entering the correct DOB. (Sometimes they may be entering the patients DOB).-Explain to enter their own DOB.
  • The proxy DOB is incorrect in the system and needs to be corrected. (Verify the proxy DOB is same as in the same).-If not the same correct it.
  • The activation code is expired. -Generate a new one and give to customer.
  • The user is not receiving the sign-up email. Check to see if the email in the system is incorrect. (Sometimes a letter might be off).-Correct email if needed.
  • The wrong proxy had been chosen. (Sometimes the other parent may had been chosen and sent an email). -Click the correct parent and send an email.

 

Patient/Customer unable to log into MyChart:

  • If they are using the website, check to see if they are on the correct website: mychart.kennedykrieger.org.
  • If they are using the app, check if the correct organization is on the app: If it does not say Kennedy Krieger, tell them to click “Switch organizations” and search. 
  • Retrieve username first. If they are not receiving username: Click forgot username, enter in the correct name and DOB. If it’s a parent, the parent enters their name and DOB, not the child.
  • Cannot reset password/Not receiving the email: Enter in the correct username and parent DOB, not children.

 

  • Encourage the patient to use a different web browser to log in to MyChart for the following issues:
    • Can log in to MyChart on one computer but cannot log in on another.
    • Can log in but is immediately logged out after clicking a link or menu option.
    • Can log in with Mozilla Firefox or another web browser but cannot log in with Internet Explorer.

 

Customer unable to see anything in MyChart:

  • The patient has turned 18 and parent/guardian lost access. -Transfer call to HIM.
  • Patient/Customer only has billing access and needs to be granted proxy access (only biological parents). -Click grant proxy access. 
  • Lost access due to being a foster parent or no guardianship papers provided. -Transfer call to HIM.

 

Patient/Customer unable to see report:

  • Ensure that the customer switched the profile to child’s profile on the top right.
  • Sometimes notes are documented on another day (It will say it on the report).
  • Visit encounter in Epic is not signed. (Let them know it has not been finalized and normally takes up to 2 weeks. They will also need to contact the provider if they need it urgently). -Transfer to operator to have them transferred to dept. 
  • Patient is part of Psychiatry. (Psychiatry dept. does not want patient information shared automatically. HIM must push it through MyChart and the patient or parent will download it). -Transfer the call to HIM. 
  • Documents not showing before July 1. These came from our old system and HIM must push it through MyChart and the patient or parent will download it. -Transfer the call to HIM.
  • If the patient has a lot of documentation, make sure you clicked “Load more” at the bottom pane.

 

Parent unable to see a child:

  • The child needs to be added to the parents MyChart account (Ensure that it is the biological child).-Open the proxy and grant access to the patient.
  • Parent only has billing access and needs to be granted proxy access. -Open the proxy and click grant proxy access.  

 

Unable to link organizations:

  • Parent address need to match in both organizations. (Maybe the patient just moved recently, or the address is incorrect in one or both systems).-Verify the customers address and ensure that it is what you see in Epic. Also, explain to the customer to check with the other organization to ensure that the address is the same. If it is not the same, they will need it to be updated before it can link. 
  • Parent must be the proxy at both organizations and patient must be a patient at both organizations. If it’s not patient to patient or proxy to proxy, it will not link. (Most times a parent is calling in attempting to link a patient that has their own account at another organization). -Verify if the patient has their own account with the other organization. If the patient has their own account with the other organization, while having a proxy with KKI, the account will not link. 


Unable to see provider in MyChart:

A patient or Guardian may contact you stating that he/she wants to send a message to a specific doctor, may not be showing in MyChart. Providers might not be available in the selection list for the following reasons:

  • Patient is under the Psychiatry Dept, he/she must call the clinic.
  • Patient has not seen the provider yet. -Transfer to operator, to speak to clinic. 
  • Patient has not seen the provider in the past 2 years. -Transfer to operator, to speak to clinic. 
  • 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. -Transfer to operator, to speak to clinic. 
  • 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).

 

DocuSign

 

When you receive a DocuSign call most likely they are unable to sign the document. 

  • It is best to use their smart phone.
  • On the DocuSign there are 4 paper clips. Red and yellow paper clips mean the no file has been uploaded. Gray paper clips mean there is an attachment. Once they have uploaded all 4 pictures (4 gray paperclips) it allows them to click finish.
  • When they use a computer, most of the times they did not save the IDs and the insurance card to the PC, and they call in asking how to upload to the computer. Tell the customer to use their phone. If not have them take a picture, email it to themselves, open their email on the device, and save it to the device.