Optum Patient Portal. 70 Royal Little Drive. Providence, RI Copyright Optum. All rights reserved. Updated: 3/7/13

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1 Optum Patient Portal 70 Royal Little Drive Providence, RI Copyright Optum. All rights reserved. Updated: 3/7/13

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3 Table of Contents 1 Patient Portal Activation Pre-register a Patient Activating a Patient Deactivating a Patient Patient Portal Patient Portal Setup Configuring the Patient Portal Enabling Patient Portal Features Appointments Prescription Renewals Update Information Health Record Ask the Practice View Statements Allow Patient Payments Manage Patient Enrollment Patient Portal Status Pre-registration Identify Ineligible Patients Requirements for Using Optum Patient Portal Disabling Pop-Up Blocker Downloading Plug-ins Adding Optum Patient Portal to Trusted Sites Enabling JavaScript Clearing your Computer Cache Navigating Optum Patient Portal Overview Welcome Menu My Practices My Account Help Sign Out Practice Information Area Left Navigation Pane Quick Links Balance Practice Forms Tabs Section Home (Default) Messages Appointments Statements Health Record Knowledgebase Patient Information My Practices Overview Selecting a Practice iii

4 5.3 Adding a Practice Deleting a Practice Viewing the Practice Home Page Overview Practice News Messages Upcoming Appointments My Account Overview Uploading Photos Removing Photos Updating Account Information Messages Overview Viewing Messages Replying to Messages Deleting Messages Recovering Deleted Messages Sending a Message Appointments Overview Viewing and Printing Appointments Requesting Appointments Confirming Appointments Statements Overview Viewing and Printing Statements Paying Your Bill Online Health Record Overview Viewing Your Personal Health Record (PHR) Viewing Your Continuity of Care Document (CCD) Saving Your Personal Health Record (PHR) Printing Your Personal Health Record (PHR) Knowledgebase Overview Viewing and Printing Education Material Patient Information Overview Viewing Information Adding Information Updating Information Deactivating Information Prescriptions Overview Requesting Renewals Filling Out Forms Frequently Asked Questions (FAQs) iv

5 Table of Contents 16.1 My Practices My Account Messages Appointments Statements Patient Information Health Record Knowledgebase Prescriptions Online Billing Practice Forms Other v

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7 1 Patient Portal Activation Patient Portal is a secure web-based portal that allows patients to track and manage their personal health information online. On the Patient Portal tab in the Patient module you can activate, deactivate or preregister a patient for the Patient Portal. When a patient is registered in at least one group of a multi-group company, Optum PM and Physician EMR automatically registers the patient in the company s other groups. There are two ways to register a patient for the Patient Portal: Generate a unique activation number that the patient uses to register on the Patient Portal website. Pre-register a patient, which sends an to the patient containing a link to the practice s Patient Portal website registration page. Note: Prior to activating a patient for the Patient Portal please verify that the patient's name is spelled correctly and a valid date of birth has been entered in the Demographic application. 1.1 Pre-register a Patient When a patient is pre-registered, Optum PM and Physician EMR sends an to the patient containing a link to the practice s Patient Portal registration page. A registration ID number is not needed, but the patient is required to enter either their practice account number or their last appointment date to verify their identity. When you have multiple patients to pre-register for the Patient Portal you can send out invitations in a batch. Additionally, you can also send out batch reminders to patients who were previously invited but have not yet registered. Batch invitations are sent from the Manage Patient Enrollment tab in the Patient Portal setup application in the Administration module To pre-register a patient for the Patient Portal: 1. Click the Patient module and then click the Patient Portal tab. 2. Click Pre-Register Patient. Optum PM and Physician EMR sends a registration to the patient and displays a confirmation dialog box. 3. Click OK to close the dialog box. Note: If a patient has multiple address recorded in their demographic record, Optum PM and Physician EMR will prompt you to select the address you want to link with the patient s Patient Portal account. TOP 1.2 Activating a Patient Activating a patient generates a Registration ID number which you must print out and give it to the patient. The patient cannot log in to the Patient Portal without the Registration ID. To activate a patient in the Patient Portal: 1

8 1. Click the Patient module and then click the Patient Portal tab. 2. Click Activate Patient. Optum PM and Physician EMR generates a Registration ID number and displays registration instructions in the lower pane of the screen. 3. Click Print to print a copy of the registration instruction for the patient. The patient must then go to the Patient Portal web site and register using the Registration ID number printed on the registration instructions. TOP 1.3 Deactivating a Patient Deactivation prevents the patient from logging in to the Patient Portal. To deactivate a patient in the Patient Portal: 1. Click the Patient module and then click the Patient Portal tab. 2. Click Deactivate Patient. Optum PM and Physician EMR changes the patient's status to deactivated. TOP 2

9 Requirements for Using Optum Patient Portal 2 Patient Portal 2.1 Patient Portal Setup Patient Portal is a secure web-based portal that allows patients to track and manage their personal health information online. In the Patient Portal, patients can: Communicate with the doctor s office via secure messaging Request and confirm appointments Update their information View portions of their health record Request prescription renewals View statements and pay balances Download documents and forms Configuring the Patient Portal You must enable the Patient Portal and then configure the site's appearance and features. You can customize the content, functionality, colors, upload a logo add locations and taglines. To configure the Patient Portal: 1. Click the Administration module and then click the Setup tab. Optum PM displays the Setup page. 2. Click the Patient Portal link. Optum PM and Physician EMR launches the Patient Portal Configuration application. 3. Select Enable Patient Portal to enable the Patient Portal portal for your practice. 4. In the Theme field, click one of the pre-formatted color palettes. This will determine the color scheme for your Patient Portal site. 5. (Optional) If you have a logo you want to include on the Patient Portal site: a. Click Browse next to the Logo field and then select the logo file you want to upload. b. Click Upload to upload the logo file. 6. (Required) In the Group Name box, enter the name of the practice. This name is displayed on the Patient Portal site. 7. (Optional) In the Tagline box, enter a slogan. This will appear below the group name on the Patient Portal site. 8. (Required) In the Address 1 box, enter the practice's primary address. 9. (Optional) In the Address 2 and Address 3 boxes, enter additional location addresses if needed. 10. Click Save. 3

10 11. Proceed to Allowing Patient Portal Features. 1. TOP 2.2 Enabling Patient Portal Features In this Topic: You can enable the following features for your practice's Patient Portal site: Appointments RX Renewal Request Update Information Health Record Ask the Practice View Statements Allow Patient Payments Note: Features that appear grayed-out are not available at this time Appointments When the Appointments feature is enabled, patients can send appointments requests to the practice from their Patient Portal account. All appointment requests send via the Patient Portal appear in the Patient Portal Appointment Requests application on the Practice Dashboard. You can also enable appointment confirmation s for Patient Portal patients. Optum PM and Physician EMR sends the confirmation either 1 week, 2 weeks or 2 days prior to the scheduled appointment. Patients can confirm their appointment in the Patient Portal via the confirmation . Confirming the appointment in the Patient Portal changes the patient s appointment status to Confirmed in Optum PM and Physician EMR. To enable Appointments feature: 1. Click the Administration module and then click the Setup tab. The application displays the Setup page. 2. Click the Patient Portal link. Optum PM and Physician EMR launches the Patient Portal Configuration application. 3. Click the Allow Patient Portal Features tab. The application displays the Patient Portal features. 4

11 Requirements for Using Optum Patient Portal 4. In the Allow Features menu, select the Appointments checkbox. The application displays the Link Appointment feature options fields. 5. In the Patient Portal Appt Name box, enter a user friendly name for an appointment type that patients can select from when requesting an appointment in the Patient Portal. For example, if a Optum PM and Physician EMR appointment type is named "OT," you would name the Patient Portal appointment type "Occupational Therapy." 6. From the CareTracker Appt Type list, select the CareTracker appointment type that corresponds to the Patient Portal appointment type you entered in step Click Save. The application creates the appointment type. 8. Repeat steps 5-7 for each appointment type you want to create. 9. In the Enable Locations box, select the checkbox next to each location you want to make available for selection in the Patient Portal. 10. In the Appointment Confirmation section, select Yes to activate appointment confirmation s for Patient Portal patients. 11. From the Frequency list, select how far in advance of the appointment you want to send the confirmation Click Save. TOP Prescription Renewals The Rx Renewal Request feature allows patients to request a prescription renewal through the Patient Portal. You can specify which providers in your group are authorized to approve renewal requests submitted by patients via the Patient Portal. Only the selected providers will appear in the Patient Portal for patients to choose from. 5

12 Patient Portal prescription renewal requests are accessed from the Renewals link on the Practice Dashboard in the Home module. Note: You must select at least one provider to in order to activate the Rx Renewal Request feature for your Patient Portal website. To enable RX Renewal Requests: 1. Click the Administration module and then click the Setup tab. The application displays the Setup page. 2. Click the Patient Portal link. Optum PM and Physician EMR launches the Patient Portal Configuration application. 3. Click the Allow Patient Portal Features tab. The application displays the Patient Portal features. 4. In the Allow Features menu, select the checkbox next to Rx Renewal Requests. 5. In the Allow Rx Renewals by Provider box, select the checkbox next to each provider who is authorized to approve prescription renewal requests. You must select at least one provider. 6. Click Save. TOP Update Information The Update Information feature allows patients to update their personal information in the Patient Portal. You can customize which information types patients can update. Note: When Allow Patient Portal Photo Upload is set to Allow Changes, the photo a patient adds to the Patient Portal will appear in the Optum PM and Physician EMR Demographics application. And any time the photo is updated in the Patient Portal, the photo is automatically updated in the Patient Info window. Changes to the patient s photo affect all groups in the company. To enable the Update Information feature: 1. Click the Administration module and then click the Setup tab. Optum PM displays the Setup page. 2. Click the Patient Portal link. Optum PM and Physician EMR launches the Patient Portal Configuration application. 3. Click the Allow Patient Portal Features tab. The application displays the Patient Portal features. 4. In the Allow Features menu, select the checkbox next to Update Information. Optum PM displays the information types you can allow patients to update via the Patient Portal. 5. Select the radio button in the Allow Changes column for each information type that patients will be allowed to edit via the Patient Portal. Note: Patient updates made via the Patient Portal to the Home Address, Set Primary Care Physician and De-activate Insurance fields are not saved in Optum PM and Physician EMR until manually accepted by an operator in the Patient Update application on the Practice Dashboard. 6. Click Save. 6

13 Requirements for Using Optum Patient Portal TOP Health Record The Health Record feature allows patient to view portions of their health record via the Patient Portal. The practice can specify which sections of the health record are available to patients in the Patient Portal. Note: Activating the Health Record feature can help your practice meet the Meaningful Use requirement for providing patients timely access to clinical information. In order to satisfy this Meaningful Use measure, a patient must have access to their personal health record (including lab results, problem lists, medication lists and medication allergies) within four days of their visit. To enable the Health Record feature: 1. Click the Administration module and then click the Setup tab. Optum PM displays the Setup page. 2. Click the Patient Portal link. Optum PM and Physician EMR launches the Patient Portal Configuration application. 3. Click the Allow Patient Portal Features tab. Optum PM displays the Patient Portal features. 4. In the Allow Features menu, select the checkbox next to Health Record. Optum PM displays a list of records you can allow a patient to view via the Patient Portal. 5. In the Enable Records box, select the checkbox next to each type of record patients can access via the Patient Portal. Allergies Immunizations Laboratory Results Medications Problem List Procedures View/Generate CCD Vital Signs 6. Click Save. TOP Ask the Practice The Ask the Practice feature allows patients to send a message to a practice via the the Patient Portal website. The practice can designate which operators or queues will receive the messages sent by patients. Mail messages sent by patients will appear in the operator s inbox in the Messages Center. Tip: As a best practice, you can create queues for the areas of the practice patients most frequently contact. For example, you can create queues for Front Desk, Billing, or Scheduling and then add the appropriate operators to each queue. 7

14 To enable the Ask the Practice feature: 1. Click the Administration module and then click the Setup tab. Optum PM displays the Setup page. 2. Click the Patient Portal link. Optum PM and Physician EMR launches the Patient Portal Configuration application. 3. Click the Allow Patient Portal Features tab. The application displays the Patient Portal features. 4. In the Allow Features menu, select the checkbox next to Ask the Practice. The application displays a list of operators and queues you can allow a patient to contact via Select the checkbox next to each operator and/or queue you wan to allow patient's to via the Patient Portal. 6. Click Save. TOP View Statements The View Statements feature allows your patients to view their statements through the Patient Portal. You also have the option to notify patients via when a new statement has been generated and is available to view in the Patient Portal. The notification is sent to the address the patient entered when they signed up for the Patient Portal. This feature is enabled by default but you can disable the notifications at any time. If the company generates statements by company, the patient will receive one notification. If the company generates statements by group, the patient will receive one notification per group. To enable the View Statements feature: 1. Click the Administration module and then click the Setup tab. The application displays the Setup page. 2. Click the Patient Portal link. Optum PM and Physician EMR launches the Patient Portal Configuration application. 3. Click the Allow Patient Portal Features tab. The application displays the Patient Portal features. 4. In the Allow Features menu, select the View Statements checkbox. 5. In the patient when statement is available field: Select Yes (default) to automatically notify patients via when a new statement is available. Select No to disable notifications. 6. Click Save. TOP Allow Patient Payments The Allow Patient Payments feature allows Patient Portal users to make payments using Patient Portal Payment Connect. 8

15 Requirements for Using Optum Patient Portal To enable the Allow Patient Payments feature: 1. Click the Administration module and then click the Setup tab. The application displays the Setup page. 2. Click the Patient Portal link. Optum PM and Physician EMR launches the Patient Portal Configuration application. 3. Click the Allow Patient Portal Features tab. The application displays the Patient Portal features. 4. In the Allow Features menu, select the Allow Patient Payments checkbox. 5. Click Save. Note: After enabling the Patient Payment feature, the Pay Online button and Pay a Bill quick link are activated in the Patient Portal for patients to enter payments. TOP 2.3 Manage Patient Enrollment In this Topic: On the Manage Patient Enrollment tab you can: Pre-register patients for the Patient Portal individually or in a batch View patients by their Patient Portal status Identify patients not eligible for the Patient Portal Patient Portal Status All patients of the practice are listed with one of the following Patient Portal statuses: Active, Not Registered - The practice has activated the patient for the Patient Portal (either by pre-registration or by activating the patient and generating a registration ID) and the patient has not completed the registration process in the Patient Portal. Registered - The patient has completed the registration process in the Patient Portal. Not Activated - The patient has not been pre-registered or activated (on the Patient Portal tab in the Patient module). Deactivated - The patient has been deactivated (on the Patient Portal tab in the Patient module) or the patient removed the practice from their My Practices page in the Patient Portal. TOP 9

16 2.3.3 Pre-registration You can send individual or batch invitations to pre-register patients for the Patient Portal. When a patient is pre-registered, Optum PM and Physician EMR sends an to the patient containing a link to the practice s Patient Portal website registration page. A registration ID number is not needed, but the patient is required to enter either their practice account number or their last appointment date to verify their identity. If a patient has multiple addresses saved in their record, Optum PM and Physician EMR will send the pre-registration to the first address saved in their demographic record. However, when patients are pre-registered for the Patient Portal in the Patient module, Optum PM and Physician EMR will prompt you to select the address you want to link with the patient s Patient Portal account. Note: The Pre-Register Patient button is deactivated if an active address and date of birth are not recorded for the patient in the Demographics application of the Patient module. When a patient is pre-registered in at least one group of a multi-group company, Optum PM and Physician EMR automatically registers the patient in the company s other groups. To pre-register patients for the Patient Portal: 1. Click the Administration module and then click the Setup tab. Optum PM displays the Setup menu. 2. Click the Patient Portal link. Optum PM and Physician EMR opens the Patient Portal application to the setup tab. 3. Click the Manage Patient Enrollment tab. Optum PM displays all patient's who are active, but not yet registered for the Patient Portal. 4. Select the checkbox next to each patient you want to pre-register for the Patient Portal. You can select more than one patient. 5. Click Pre-Register Patient. Optum PM displays a confirmation dialog box. 6. Click Close to close the dialog box. Optum PM and Physician EMR will send a Patient Portal invitation to each patient selected. TOP Identify Ineligible Patients Use the Pt Eligible for HT filter to easily identify any patients who are not eligible to register for the Patient Portal. A patient is considered not eligible when they do not have an address and date of birth saved in their demographic record. Note: The Pt Eligible for HT filter is disabled when the when the Registered or Deactivated filter is selected. To view patients ineligible for the Patient Portal: 1. Click the Administration module and then click the Setup tab. Optum PM displays the Setup menu. 2. Click the Patient Portal link. Optum PM and Physician EMR opens the Patient Portal application to the setup tab. 10

17 Requirements for Using Optum Patient Portal 3. Click the Manage Patient Enrollment tab. Optum PM displays all patient's who are active, but not yet registered for the Patient Portal. 4. In the Pt Eligible for HT field, click No. Optum PM displays the patients who are not eligible. 5. Check the DOB and columns to see which pieces of information the patient is missing. Note: the Pre-Register Patient button is disabled when viewing patients who are ineligible for the Patient Portal. You must add the missing or date of birth to the patient's demographic record before you can pre-register. 11

18 3 Requirements for Using Optum Patient Portal To use Optum Patient Portal, your Internet Browser must meet the following requirements. REQUIREMENTS Component Internet Browser Recommended Plug-Ins Requirement Internet Explorer v7.0 or later Java Adobe Reader Adobe Flash Recommended Browser Settings Allow per session cookies Disable Pop-up Blocker Download Plug-ins Add Optum Patient Portal to Trusted Sites Enable JavaScript (As needed) Clearing the Cache Note: The instructions provided below are for Internet Explorer version 7.0. For troubleshooting Internet Explorer version 6.0 settings, go to 3.1 Disabling Pop-Up Blocker Optum Patient Portal uses pop-up windows as part of its workflow. You must enable pop-ups in order to use Optum Patient Portal. To turn off pop-up blocker: 1. Open an Internet Explorer browser window. 2. Click Tools > Pop-up Blocker > Turn Off Pop-up Blocker from the browser menu. 3.2 Downloading Plug-ins The two plug-ins listed below are required to use features in Optum Patient Portal. Java To run applications and applets that use Java technology. Adobe Reader To view and print PDF files. Flash To view interactive content. 3.3 Adding Optum Patient Portal to Trusted Sites It is highly recommended that you add Optum Patient Portal as a trusted site in Internet Explorer. Assigning Optum Patient Portal as a trusted site prevents Internet Explorer from blocking functionality. To add Optum Patient Portal as a trusted site: 12

19 Requirements for Using Optum Patient Portal 1. Open an Internet Explorer browser window. 2. Click Tools > Internet Options from the browser menu. Internet Explorer displays the Internet Options dialog box. 3. Click the Security tab. 4. Click the Trusted Sites zone. 5. Click Sites. Internet Explorer displays the Trusted sites dialog box. 6. In the Add this website to the zone box, enter the Optum Patient Portal web address: https://www.healthtracker.com. 7. Click Add. The address is moved to the Websites box. 8. Click to clear the Require server verification (https:) for all sites in this zone check box. 9. Click Close to close the Trusted sites dialog box. 10. Click OK in the Internet Options dialog box. 3.4 Enabling JavaScript You must enable JavaScript to use Optum Patient Portal. To enable JavaScript: 1. Open an Internet Explorer browser window. 2. Click Tools > Internet Options from the browser menu. Internet Explorer displays the Internet Options dialog box. 3. Click the Security tab. 4. Click the Trusted Sites zone. 5. Click Custom Level. Internet Explorer displays the Security Settings Trusted Sites Zone dialog box. 6. Scroll down to Scripting. 7. For Active Scripting, select Enable, and then click OK. Internet Explorer displays a warning, requiring you to confirm the change to the security setting. 8. Click Yes to apply the change and close the warning. 9. Click OK in the Internet Options dialog box. 3.5 Clearing your Computer Cache The cache is a space in your computer's hard drive and Random Access Memory (RAM) where your browser saves copies of recently visited web pages. Typically, these items are stored in the Temporary Internet Files folder. It is important to clear your cache on a regular basis and at every Optum Patient Portal release for Optum Patient Portal to function more efficiently. The instructions for clearing cache are specific to your browser version: Microsoft Internet Explorer

20 Microsoft Internet Explorer 8.0 Microsoft Internet Explorer 9.0 To clear your cache in Microsoft Internet Explorer 7.0: 1. From the Internet Explorer 7 Tools menu, click Internet Options. Windows displays the Internet Options dialog box. 2. On the General tab, in the Browsing history section, click Delete. Windows displays the Delete Browsing History dialog box. 3. In the Temporary Internet Files section, click Delete files. Windows displays the Delete Files dialog box. 4. Click Yes. 5. Click Close, and then click OK. To clear your cache in Microsoft Internet Explorer 8.0: 1. From the Internet Explorer 8 Tools menu, click Internet Options. Windows displays the Internet Options dialog box. 2. On the General tab, in the Browsing history section, click Delete. Windows displays the Delete Browsing History dialog box. 3. Click to clear the Preserve Favorites website data check box. 4. Click to clear the Temporary Internet Files, Cookies, and History check boxes. 5. Click Delete. 6. Click OK. 14

21 Requirements for Using Optum Patient Portal To clear your cache in Microsoft Internet Explorer 9.0: 1. From the Internet Explorer 9 Tools menu, click Internet Options. Windows displays the Internet Options dialog box. 2. On the General tab, in the Browsing history section, click Delete. Windows displays the Delete Browsing History dialog box. 3. Click to clear the Preserve Favorites website data check box. 4. Select the Temporary Internet Files, Cookies, and History check boxes. 5. Click Delete. 6. Click OK. 15

22 4 Navigating Optum Patient Portal 4.1 Overview Optum Patient Portal is designed for quick and easy navigation. The Optum Patient Portal page consists of a Welcome menu, Practice Information area, left navigation pane, and Tabs section. 4.2 Welcome Menu The Welcome menu displays your name and profile photo, if available, and allows accessing your account and practice information. In addition, you can use the menu to access the Help system for instructions on using Optum Patient Portal and log out of the web application My Practices You can add practices and view information about each practice My Account You can view and edit the information provided when you registered in Optum Patient Portal. Additionally, you can upload a photo to display on the Welcome menu when you are signed in Help Get instructions for using Optum Patient Portal Sign Out You can click Sign Out to log off your Optum Patient Portal account. 16

23 Navigating Optum Patient Portal Important: It is very important that you log out of your Optum Patient Portal account when you are done to avoid unauthorized access to your health information. 4.3 Practice Information Area The Practice Information area located below the Welcome menu provides general details about your medical practice. If you are registered to use Optum Patient Portal in many practices, use the Change Practice list on the top right corner of the page to switch between practices. Note: The Practice Information area does not display the Change Practice list if you are using Internet Explorer Left Navigation Pane The navigation pane provides quick access to tasks such as requesting appointments, renewing prescriptions, paying bills, asking the practice questions, and more. Additionally, the left navigation pane displays your current account balance, and allows you to access practice forms provided by your practice Quick Links The Quick Links section provides access to tasks such as requesting an appointment, renewing a prescription, paying a bill online, and sending a message. Note: The links available are based on the features allowed by your practice so you may not be able to use all links in the Quick Links section Balance The Balance section displays the patient balance and the total balance. The patient balance is the amount you currently owe the practice. However, if you have dependents that you are responsible for, Optum Patient Portal displays the total balance that includes your balance and the balance of other dependents. To view statements for your account, click the Statements tab Practice Forms The Practice Forms section allows you to view or download standard forms and documents such as HIPAA guidelines used by the practice. Additionally, the Practice Forms section also provides access to interactive forms that you can fill online and send back to the practice. Optum Patient Portal also saves a copy of the completed online forms on your desktop. To fill an interactive form online: 1. Click the form in the Practice Forms section. Note: It may take a few minutes to view the forms if the patient is using a dial-up Internet connection. If the patient is unable to view the forms, they may need to download Adobe Acrobat Reader from 2. Fill the form. 3. Click the Save icon to save the completed form to your computer. 4. Click Browse to search and upload the form to Optum Patient Portal. 17

24 5. Click Send to My Provider. 4.5 Tabs Section The tabs in the right pane header allow you to view and manage your healthcare information. Note: The tabs that display are based on the settings of your practice so you may not see all of the tabs described below Home (Default) By default, Optum Patient Portal displays the Home page with information for your selected practice. The page displays news posted by the practice, messages sent to you by the practice and upcoming appointment information Messages You can view, delete, and reply to messages received from your provider's office. Note: You cannot reply to messages received in response to prescription refill requests Appointments You can view upcoming, past and canceled appointments. Additionally, you can print, request, reschedule, confirm, and cancel appointments Statements You can review past and present statements for you and dependents that are covered by you, and pay outstanding balances. The amount due on each statement is the sum of your charges and dependent patients that assigned you as the responsible party. Additionally, you can print statements if necessary Health Record You can view your medical summary and export your Personal Health Record (PHR) as a Continuity of Care Document (CCD) to take to a different practice or provider Knowledgebase You can view and print the education material and other articles offered by your provider Patient Information You can view and update your demographics and other information such as provider, insurance, employer, and pharmacy details. 18

25 My Practices 5 My Practices 5.1 Overview Optum Patient Portal displays the My Practices page after you sign in. The My Practices page enables you to select a practice to work with for the session, and add and delete practices. 5.2 Selecting a Practice When you select a practice for the session, all details displayed throughout the site and all tasks you perform apply to the practice you selected. You can change the practice any time during the session by using the Change Practice list above the practice logo in the Practice Information area. Note: The Practice Information area does not display the Change Practice list if you are using Internet Explorer 6.0. To go to the Practice Information area, you must have a practice listed in the My Practices page, and click Go to Practice. To select a practice: Click Go to Practice to access the practice you want. Optum Patient Portal displays the Home page of the practice you selected. 19

26 Tip: You can also click My Practices on the Welcome menu to access the My Practices page. 5.3 Adding a Practice You can add a practice to your Optum Patient Portal account if you have a registration ID from the practice that uses Optum Patient Portal. However, if you want to add a practice but do not have a registration ID, check with the practice to see if they use Optum Patient Portal. To add a practice: 1. Request for a registration ID from your practice. 2. On the Welcome menu, click My Practices. Optum Patient Portal displays the My Practices page. 3. Click Add a Practice. Optum Patient Portal displays the Registration page. 4. In the My Provider Information area, search for your group provider. Note: Your primary care physician or referring provider is not always the group provider. If you do not know your group provider, contact your provider's office. a. In the First Name box, enter at least the first two letters of the provider's first name. b. In the Last Name box, enter at least the first two letters of the provider's last name. c. Enter additional information to narrow the search results, if necessary: In the City box, enter the name of the city in which the practice is located. In the State list, click the state in which the practice is located. 5. Click Search. Optum Patient Portal displays a list of providers that match the search criteria. If a match is not found, change the search criteria and click Search again. Note: To view a particular provider's profile, click the Details icon next to the provider name in the Choose your provider section. Optum Patient Portal displays the Provider Details window containing details about the provider, such as languages spoken, degrees, and specialties. 6. In the Choose your provider section, click your provider. 7. In the Registration ID box, enter the registration number you received from your provider. 8. Click Register. The practice is added to your Optum Patient Portal account. 5.4 Deleting a Practice You can delete practices you no longer visit or do not access online to manage your healthcare information. To delete a practice: 1. On the Welcome menu, click My Practices. Optum Patient Portal displays the My Practices page. 2. Click the Delete icon next to the practice you want to remove from Optum Patient Portal. Internet Explorer displays a message to confirm the deletion. 3. Click OK. The practice is removed from your Optum Patient Portal account. 20

27 Viewing the Practice Home Page 6 Viewing the Practice Home Page 6.1 Overview The Practice Home page displays after you select a practice to work. The information displayed on this page depends on the practice, and consist of practice news, a list of recent messages, and a list of upcoming appointments. 6.2 Practice News The Practice News area displays news or updates published by the practice. 6.3 Messages The Messages area lists up to four of the most recent mail messages. The number of unread messages and number of total messages in your Inbox are displayed to the right of the header. To view messages: To open a particular message, click the message you want to view. Optum Patient Portal displays the message details on the Messages tab. To view a list of all the messages in your Inbox, click View All. Optum Patient Portal displays a list of the messages in your Inbox on the Messages tab. 6.4 Upcoming Appointments The Upcoming Appointments area lists up to four of your next scheduled appointments. To view a list of all your appointments: Click View All to view a list of all your appointments. Optum Patient Portal displays a list of all your appointments on the Appointments tab. 21

28 7 My Account 7.1 Overview The My Account page displays information you provided during registration. You can edit the information in your Optum Patient Portal account as necessary. 7.2 Uploading Photos You can add a picture to display on the Welcome menu when you are signed in to Optum Patient Portal. Uploading a picture makes it easy to verify the person signed in to Optum Patient Portal and is also used by practice staff to identify you during practice visits. Tip: It is recommended that you upload a picture of your face. To upload a photo: 1. On the Welcome menu, click My Account. Optum Patient Portal displays the My Account page. 2. Click Browse in the Photo section. Optum Patient Portal displays the Choose File dialog box. 3. Select the picture you want to use as your profile photo. Note: The file must be in BMP, GIF or JPG formats and the size should not exceed 200K. 4. Click Upload. The photo displays next to your name on the Welcome menu. 7.3 Removing Photos To remove a photo: 1. On the Welcome menu, click My Account. Optum Patient Portal displays the My Account page. 2. Click Remove Photo in the Photo section. 7.4 Updating Account Information The Account Information area on the My Account page displays general account information you provided during registration. You can change any of the following information: Update basic profile details such as your name, address, and time zone. Change the password you use to sign in to Optum Patient Portal. Change the security questions used to verify your identity when you need to reset your password. To update profile details: 1. On the Welcome menu, click My Account. Optum Patient Portal displays the My Account page. 2. Click the Edit icon next to your user name. Optum Patient Portal displays the Update Account Information page. 3. Update the necessary information. In the Date of Birth box, enter your date of birth in mm/dd/yyyy format. 22

29 My Account In the Address box, enter your address. In the Time Zone list, click your new time zone if applicable. 4. Click Save. To change your password: 1. On the Welcome menu, click My Account. Optum Patient Portal displays the My Account page. 2. Click the Edit icon next to your password. Optum Patient Portal displays the Update Password page. 3. In the Current Password box, enter your current password. Note: If you are changing your password for the first time, enter the password given by your practice in the Current Password box. 4. In the New Password box, enter the new password you want to use. Note: Your password must be between 8 and 15 characters, and must contain at least one number and a capital letter. For example, Password1. 5. In the Re-type Password box, enter your new password again. 6. Click Save. To change your security questions: 1. On the Welcome menu, click My Account. Optum Patient Portal displays the My Account page. 2. Click the Edit icon next to the security questions. Optum Patient Portal displays the Update Security Questions page. 3. In the Security Question 1 list, click a security question. 4. In the Answer box, enter the answer to the first question. Note: Answers are not case sensitive and must be less than 15 characters long. 5. In the Security Question 2 list, click a security question. 6. In the Answer box, enter the answer to the second question. 7. Click Save. 23

30 8 Messages 8.1 Overview The Messages page allows to communicate electronically with your provider's office. You can receive messages containing information such as lab results, forms, and appointment reminders. Additionally, you can ask questions or confirm appointments by replying to messages. Note: At this time, you can only reply to messages you receive and create messages using the Ask the Practice link under the Quick Links section. Do not use the Messages page to contact your provider regarding urgent medical needs. Contact your provider directly. 8.2 Viewing Messages The Inbox on the Messages page displays a list of all the messages sent to you by the practice. The list is sorted according to the date received, with the most recent messages appearing at the top of the list. Note: If you have a Optum Patient Portal account with multiple groups in a practice, you will only see messages from the group that you are currently logged in Optum Patient Portal. For your convenience, a copy of the message is also sent to your account to notify about new messages in the Optum Patient Portal. This prevents the need to monitor your Optum Patient Portal Inbox for new messages. However, prescription renewal and medical record updates are sent as general notifications to the account. Therefore, you must access your messages in the Optum Patient Portal Inbox to view details pertaining to prescription renewal and medical record update notifications. To view a message: 1. Click the Messages tab. Optum Patient Portal displays your Inbox with a list of messages received in date order. The number next to the Inbox link indicates the total number of unread messages. Note: You can also click the Sent link to view sent messages or click the Deleted link to view deleted messages. 2. Sort the list by clicking the column headings, if necessary. Click the Received column heading to reverse the message order and view the oldest message first. Click the From column heading to sort the list alphabetically according to who sent the message. Click the Subject column heading to sort the list alphabetically by subject. 3. Click the message you want to view. The message displays at the bottom of the page. 24

31 Messages 4. If the message contains attachments, the attached documents are listed in the Message Details header to open or save to your computer. Attachments can consist of Word, PDF, Excel, or Continuity of Care Document (CCD) files. For more information on viewing CCD files, see Health Record>Viewing Your Continuity of Care Document (CCD). 8.3 Replying to Messages You can reply to some messages you receive from your provider's office. For example, you can ask questions about lab results you received via a message. Note: You cannot reply to messages generated in response to prescription refills or appointment requests. To reply to a message: 1. Click the Messages tab. Optum Patient Portal displays your Inbox with a list of messages received in date order. 2. Click the message you want to reply to and click Reply at the bottom of the page. 3. Enter your message in the Message box. 4. Use the buttons on the Formatting toolbar to format your message as necessary. 25

32 5. Click Send. A copy of the message is saved in the Sent box. 8.4 Deleting Messages Messages deleted from your Inbox or Sent box are moved to the Deleted box. You must delete the messages from the Deleted box to permanently remove the message from your Optum Patient Portal account. Additionally, you can also move any messages deleted in error back to the Inbox, if necessary. To delete a message: 1. Click the Messages tab. Optum Patient Portal displays your Inbox with a list of messages received in date order. If you want to delete a message from your Sent box, click the Sent link. 2. Click the Delete icon next to the message you want to delete. The message is moved to the Deleted box. 3. If you want to delete a message permanently from your Optum Patient Portal account, click the Delete link, and then click the Delete icon next to the message you want to delete. 8.5 Recovering Deleted Messages You can recover messages deleted in error by moving back to the Inbox. All deleted mail messages that are moved to the Inbox are marked as read. To move a deleted message to the Inbox: 1. Click the Messages tab. Optum Patient Portal displays your Inbox with a list of messages received in date order. 2. Click the Delete link to access the Delete box. 3. Select the check boxes pertaining to the messages you want to move back to the Inbox. Note: You must select one or more message in the Deleted box to activate the Move to Inbox button. 4. Click Move to Inbox. The selected messages are moved to the Inbox. 8.6 Sending a Message You can use the Ask the Practice link to send a message to an individual or a mailbox queue at the practice. Note: The Ask the Practice link is available only if the feature is activated for your practice. To send a message: 1. Click the Messages tab. 2. In the Quick Links section, click the Ask the Practice link. 26

33 Messages 3. Optum Patient Portal opens the Compose Message box in the Messages tab. 4. In the To list, click the individual or queue you want to send the message. Note: The list of individuals who can receive messages is set by the practice. 5. In the Subject box, enter a brief description of the message. 6. In the Message box, enter the contents of the message. 7. Use the buttons on the Formatting tool bar to format your message as necessary. 8. Click Send to send the message to the practice. A copy of the message is saved in the Sent box. Note: You can view the replies to the sent messages from the Inbox. 27

34 9 Appointments 9.1 Overview You can view a printable list of your upcoming, past, and canceled appointments, request appointments online, and confirm upcoming appointments. When you make a request for an appointment, a message is sent to your account and Optum Patient Portal Inbox when the request is processed. 9.2 Viewing and Printing Appointments On the Appointments page, you can view and print a list of your appointments. To view and print a list of your appointments: 1. Click the Appointments tab. Optum Patient Portal displays a list of your past, upcoming, and canceled appointments on the Appointments page. 2. Click Printer Friendly Version to print the list. Optum Patient Portal displays the Print dialog box. 3. Click Print. 9.3 Requesting Appointments When requesting an appointment, you need to select the provider, location, and type of appointment you want to request. You can also provide details such as a day and time that best fit your schedule. Once your request is processed, a message containing details about the request is sent to your account and Optum Patient Portal Inbox. Note: You can only schedule an appointment for the practice you selected at the beginning of the session. If you want to schedule an appointment with a different practice, click Cancel and then select a different practice. To request an appointment: 1. Click the Appointments tab, and then click Request Appointment. Optum Patient Portal displays the Request an Appointment dialog box. Tip: Another way to request an appointment is to click the Request an Appointment link in the Quick Links section. 2. In the Appointment Type list, click the type of visit you are scheduling. 3. Provide the following optional information, if necessary: In the Select a Provider list, click the provider with whom you would like to make an appointment. In the Alternate Provider list, click your second choice for the provider if the first is unavailable. In the Office Location list, click the location of the office you would like to visit. In the Request a Day section, select the check box for the day of the week for which you want to schedule the appointment. 28

35 Appointments In the Request a Time list, specify the time period for which you want to schedule the appointment. For example, click 7 am in the first box and 10 am in the second box to request an appointment for a time between 7:00 and 10:00 in the morning. Note: The time is associated with the time zone you selected when setting up your profile in the My Accounts page. In the Notes box, enter a note for the provider. 4. Click Submit. Optum Patient Portal displays a message stating that the appointment request was sent to the practice for approval. Note: The message is not a confirmation that the appointment is scheduled. A confirmation message is sent to your account and your Optum Patient Portal Inbox when your request is processed. 5. Click OK. 9.4 Confirming Appointments You can confirm upcoming appointments using the Appointments page if the practice enables the feature for your Optum Patient Portal account, and meets the appointment reminder frequency set. For example, the practice will send you an appointment reminder and allow you to confirm the appointment two days, a week, or two weeks prior to the appointment. To confirm an appointment: 1. Click the Appointments tab. Optum Patient Portal displays a list of your past, upcoming, and canceled appointments on the Appointments tab. 2. Click the Confirm icon for the appointment you want to confirm. Note: The Confirm icon appears dimmed for past appointments, and future appointments that have not met the reminder frequency set by the practice. 29

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