Frequently Asked Questions MedStar Health Patient Information Center

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1 Below we ve provided answers to many frequently asked questions about your MedStar Health s Patient Information Center account and related electronic documents. Please click on a topic for more information. General Information About Document Viewer & edelivery What is edelivery? How do I choose to view my documents online via notification? What if I don t receive an notification? Can I receive both edelivery and paper delivery? How will I know when my documents are available? What if my address or other personal information has changed? Will anything change with regard to my documents? Appointment Reminders (HandHolder TM ) I don t know where the hospital is located. Are there directions or a map I can view online? Can I print my appointment reminder? What do I need to bring to my appointment? How do I know if a referral is required? Why is my appointment arrival time different from my appointment time? What forms do I need to bring? Are there any special things I need to do to prepare for my appointment? What will happen if I missed my appointment and I forgot to call you? Why aren t all my appointments viewable online? Statements The balance due on my statement doesn t seem to be right. What should I do? When will my payment appear on my MedStar Health account? What s the easiest way for me to pay my statement? Is it safe to pay online using your service? Can my personal information be seen by others? What if I decide not to pay a statement online anymore? What kind of access do you have to my debit or credit account? Is there a charge to pay my statement online? Technical Issues Which browsers do you support? What information do I need to set up an account? Help! I m having trouble creating an account. What should I do? I forgot my password. What do I do? Do you use cookies?

2 General Information About Welcome to the. My Dashboard displays upcoming MedStar Health appointments and recent statements from MedStar Physicians Billing in one easily accessible location. From here you can view, print, and download your appointment information from select departments, pay your MedStar Physicians bills, and access important information about your account. Document Viewer & edelivery What is edelivery? edelivery is the delivery of your documents in an electronic format, viewable online, rather than on paper via the U.S. Postal Service. Choosing edelivery allows us to send paperless notifications of your participating appointments and/or statements to the address you provide. You will receive an requesting that you log in to view your documents securely. How do I choose to view my documents online via notification? Begin, if you have not already, by first creating your login ID and password here. You will be asked to set your edelivery preferences on the registration screen. You will also be asked to accept the edelivery Terms of Service by placing a checkmark in the box provided. Your preferences will be set when you click "Create Account". You may also edit your existing delivery preference by clicking on the My Account link located in the top menu of your personal welcome screen. Change your delivery preference to Paper documents delivered by the USPS and then click on the Save Changes to Your Profile button. IMPORTANT: Since notification is the way we remind you that your documents are available to be viewed online, please ensure your address is accurate and that you check your on a regular basis. What if I don t receive an notification? There could be a few reasons why you have not received your notification. The address in your profile may be old or incorrect. You can update your details in your profile. Your notification may have been filtered to your junk folder. Add to your address book and/or filters to prevent this from occurring. Your mailbox may have been full, causing the to bounce back. Please note: Your edelivery notification is our way of reminding you that your documents are available to be viewed online; please ensure your address is accurate and that you check your on a regular basis. Can I receive both edelivery and paper delivery? In the interest of going green and preserving the environment, we are asking our patients to use only one of the two methods of delivery for each document type. For your convenience, you may print out the any of the documents you view online. If you have elected to receive electronic documents, you can revert back to paper should you no longer wish to receive edelivery by clicking on the My Account link located in the top menu of your personal welcome screen. Update your information and then click on the Save Changes to Your Profile button. Please allow up to 48-hours for changes to take effect.

3 How will I know when my documents are available? When you sign up for edelivery an notification will be sent to your address when new documents are available for viewing. What if my address or other personal information has changed? To change your address, click the My Account link located in the top menu of your personal welcome screen. Update your information and then click on the Save Changes to Your Profile button. To change information, such as your name, address, telephone number and insurance information, please click here to select the appropriate department to contact. Will anything change with regard to my documents? No, nothing will change. Your documents will be generated and posted online at the same time they would have printed and mailed to you. Appointment Reminders (HandHolder TM ) I don t know where the hospital is located. Are there directions or a map I can view online? To find directions and a map for your appointment, first open the document associated with the specific appointment. Directions and maps for your appointment are included on page 2 of the document. Additionally, comprehensive directions and maps are available in our online Patient & Visitor Guide. Can I print my appointment reminder? Yes. After displaying the appointment reminder, click on the print button within Adobe Reader. You may also press the "Ctrl" and "P" key simultaneously. After you have selected one of these options, follow the instructions provided by your printer. You may need to adjust the page scaling and margins to print the full width of the page. Use minimum margin settings, and be sure your printer is set to scale to page size. What do I need to bring to my appointment? On the top right hand corner of your reminder letter there is a box titled IMPORTANT PLEASE BRING. Included within the box is a bulleted list of what you should bring to each and every appointment at MedStar Georgetown University Hospital. You will find this information in the same location, whether it is delivered by mail (on paper), or accessed online from your dashboard. How do I know if a referral is required? If you are unsure if you need a referral for this visit, please check with your health insurance provider. Since there are many insurance providers with different plans, we recommend calling your insurance company for verification. If you need further assistance, please click here to select the appropriate department to contact. Why is my appointment arrival time different from my appointment time? We need to allow time to review your documents, forms, and insurance with you before your appointment. Allowing some extra time helps keep us all on schedule and decreases wait times. Your assistance with this request is appreciated. Last Revised:October 2015

4 What forms do I need to bring? The personal communication we have set up for you will allow you to receive the proper form(s) via mail or the internet that are needed for your visit. We are giving you this information ahead of time so you can prepare these at home and give thoughtful answers to all the questions to better help us take care of you. If you did not receive forms in the mail (return visits may not have forms), you can also check online to see any forms that are available to print out, complete, and bring with you to your visit. Are there any special things I need to do to prepare for my appointment? Each reminder letter has a clear section of what to do for your visit underneath the appointment details. If there are lengthier or specific preparations needed, they may be included as a separate document in your package or following your reminder online. If you need assistance or have any questions feel free to call us at the number listed on your HandHolder. What will happen if I missed my appointment and I forgot to call you? Your healthcare is important to us and we strive to help you get and STAY healthy. It is important for you to show up to your appointments for your own sake as well as others. Missed appointments are costly for our healthcare system as well as to your health, and a missed appointment means someone else may be deprived of prompt care. Why aren t all my appointments viewable online? Only appointments from select departments are currently available online. Not all MedStar Health facilities and departments are yet able to share your appointments with the, but we are actively expanding access to more parts of the MedStar Health System. Eventually we hope you will use the service to access all your MedStar Health appointments and statements in one convenient location. Statements The balance due on my statement doesn t seem to be right. What should I do? Online statement balances on My Dashboard do not reflect payments or other account activity generated since your last statement date. If you need an updated balance, please click here for the number to contact our Billing Department. When will my payment appear on my MedStar Health account? Your payment may take up to 2-3 business days to be applied to your account. Please print all online payment confirmations for your records. Your online statement balance will not be updated until your next statement date. If you need an updated balance please contact us at the number directly above. What s the easiest way for me to pay my statement? Pay online: make your payment electronically via the Dashboard. We accept all major credit cards. Pay by check: mail a check or money order to the remit address on your statement. Make sure to fill in the amount enclosed on the stub, and submit it with your payment. Pay by phone: call our Customer Service department with your credit card information on hand. Is it safe to pay online using your service? Can my personal information be seen by others? We are committed to protecting your personal information. In addition, whenever you are viewing or paying statements, you are using a secure connection which fully encrypts your information in transit. Data you provide cannot be viewed by anyone else on the web. We do not share your information with anyone else. Security is maintained by industry-standard SSL (secure

5 socket layer) encryption and decryption technology. The SSL protocol is used to ensure that your information is sent directly to us, and that only we can decode it. You can do your part to protect your identity by ensuring you always log out of this system and close all browser windows especially when using a public computer, keeping your password private, and refraining from sending personal health information through . What if I decide not to pay a statement online anymore? You are not required to pay online. We offer this service free of charge for our patients convenience. What kind of access do you have to my debit or credit account? We ONLY have access to your account to make payments that you have authorized. We never access your payment account without your authorization and, as noted above, we never share information about your account balance. Is there a charge to pay my statement online? There is no charge to pay your statement online. This is a service we provide free of charge for you as a convenience. Technical Issues Which browsers do you support? We support most browsers for desktop, mobile, and tablet devices, especially later versions (current version up to -2 versions) because these versions support "strong" encryption. Encryption allows us to encode your information so that no one else on the Internet can read it. JavaScript must be enabled in your borwser. Normally it's turned on by default alothough you can disable it. See your browser's online help for more informaiton. You must also allow pop-ups in your browser for the site to work properly. If you re viewing this site and cannot view your documents without having to use your horizontal scrollbar, you may want to check your resolution. To do this, please follow these simple instructions: 1. Right click on your desktop 2. Choose Properties 3. Select the Settings tab 4. Adjust Screen Resolution 5. Select Apply 6. Select OK What information do I need to set up an account? Before creating a new account, gather the following information: Your five digit PIN# Your date of birth Your first and last name, as they appear on a recent statement or participating appointment from MedStar Health. A valid address. Note: If you choose edelivery, your notifications will be sent to this address.

6 Help! I m having trouble creating an account. What should I do? If you have double-checked your information and still cannot create an account, please click here to select the appropriate department to contact. I forgot my password. What do I do? If you have misplaced your password, you may click on the I forgot my password link found on the login page. Follow the instructions to receive a temporary password, which will be sent to the address given when you first created your account. Do you use cookies? While you are using our service, we need to store some information on your computer s hard drive in the form of a cookie. (A cookie is a small file that a Web site puts on your hard drive so that it can retain information for later use.) For this reason, the cookie functionality must be enabled in your browser in order to use this web site. However, the cookie will never read information from your hard drive or copy information about other sites that you visit. For additional information or for an answer to a question not covered here, please visit our online Patient and Visitor Guide at medstargeorgetown.org.

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