MyCare Frequently Asked Questions

Enrollment Questions
What is MyCare?
Is there a fee to use MyCare?
How do I sign up?
Why is my e-mail required? What is it used for?
Who do I contact if I have further questions?
Your Medical Record
When can I see my test results in MyCare?
Why can't I see my test results from when I was admitted into the hospital?
If some of my health information on MyCare is not correct, what should I do?
If my allergies, medications or current health issues are not correct, what should I do?
If I send a message to my doctor, when can I expect a reply?
Why does my doctor's name not appear on the Ask A Medical Question screen?
Can I see details about a Research Study in which I participate?
MyCare For My Family
Can I view a family member's health record in MyCare?
Can I ask questions regarding a family member from my MyCare account?
Can my spouse and I share one MyCare account?
Billing Questions
What is a guarantor?
Who can be a guarantor?
Why don't I see any information under the Billing Account Summary section?
Why can't I see my child's billing account information?
What is the difference between being a guarantor and being a proxy?
I have proxy access to a patient but I am not the guarantor - can I view and pay that bill when logged into my MyCare account?
I am the guarantor for a patient - why can't I see his/her patient tab?
What if I have questions regarding insurance, statements, or billing information?
Why do I have multiple accounts listed on the Billing Account Summary page?
How many patients can be listed under a guarantor?
How can I update my Insurance information?
Can I cancel a payment made through MyCare?
How do I request a refund on a payment?
How long does it take for my payment to be applied to my account?
Can I see my Worker's Compensation or No Fault guarantor accounts in MyCare?
Why don't I see a balance that has been sent to Collections?
After I Have Enrolled
I forgot my password. What should I do?
Can you send me a new activation code as I have lost it, let it expire or did not receive it?
Where can I update my personal information (e.g., home address, e-mail or change my password)?
How can I save time checking in at the clinic?
Technical Questions
How is MyCare secure?
What is your privacy policy?
I was logged out of MyCare, what happened?
I was automatically logged out of MyCare as soon as I logged in, what happened?
What do I need to use MyCare?
My activation code does not work, what should I do?
Is my activation code my username?
Why am I seeing a "Please Update Your Browser" error message?
Patient Educational Videos
I received a message that an educational video is available. What is this and why am I receiving it?
My provider assigned me an educational video. How do I find it?
How do I view the educational video that was assigned to me?
Can I watch my education videos more than once?
I am receiving messages reminding me that I have educational videos to view. Why am I getting these?
I am having trouble accessing my educational videos or I would like to stop receiving reminder messages, who can I contact for assistance?
Video Visits
What are video visits?
How does a video appointment/visit work?
Who can use video visit?
What is the cost of a video visit?
Are video appointments/visits covered by insurance?
Can I use my HSA/FSA account?
How does my credit card get charged for video visits?
I have a high deductible plan and am being asked to pay $80.00. What if my balance is less?
I have a high deductible plan and am being asked to pay $80.00. What if my balance is more?
What are the technology requirements for video appointment/visit?
Is my video visit with the provider secure?
Will the video visit be recorded?
Can I use the MyCare website version for video appointment/visit?
What is the difference between a video visit and MyCare messaging?

What is MyCare?

MyCare 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 MyCare, you can use the Internet to:

  • Manage medical appointments.
  • View, download and transmit your health summary from the MyCare electronic health record.
  • View test results.
  • Request prescription renewals.
  • Access trusted health information resources.
  • Communicate electronically and securely with your medical care team.
Return to Top

Is there a fee to use MyCare?

MyCare is a free service offered to our patients.

Return to Top

How do I sign up?

Patients will be issued a MyCare activation code during their clinic visit, emergency room visit or hospital admission. This code will enable you to log in and create your own user ID and password. If you were not issued an activation code, you may request one by clicking the Request an Activation Code button on the MyCare login page, calling the MyCare Patient Support Team at (585) 922-1234 or emailing mycare@rochesterregional.org.

Return to Top

Why is my e-mail required? What is it used for?

You are required to provide a valid e-mail during signup so that we can notify you of new information in MyCare in a timely manner. The e-mail notifications tell you to check MyCare and never contain any personal health information. They let you know when you have a new message, new test result, or new after visit summary.

Your e-mail address is securely stored in your electronic medical record. We will not share your e-mail address with anyone outside Rochester Regional Health.

Return to Top

Who do I contact if I have further questions?

You may contact the MyCare Patient Support Team by e-mailing us at mycare@rochesterregional.org or calling (585) 922-1234

Return to Top

When can I see my test results in MyCare?

You are able to see most lab and imaging results performed at any of our hospitals, emergency departments and outpatient facilities. Many non-sensitive lab and imaging results will be viewable in MyCare the morning after the result has been finalized.

Sensitive lab, pathology and certain imaging results will be viewable seven (7) days after the test has been resulted.

Delayed Lab tests: Sexually Transmitted Diseases, HIV, drug screens, genetic tests, pregnancy tests, Hepatitis B&C

Pathology and Cytology: PAP screenings, HPV tests and others

Delayed Imaging tests: CT scans, PET scans, MRI, Ultrasound, Nuclear Medicine studies

If you are not seeing your test result in MyCare, please contact your provider.

Return to Top

Why can't I see my test results from when I was admitted into the hospital?

You are able to see most lab and imaging results performed at any of our hospitals and emergency departments. Go to the Test Results page. At the top of that page, click “Include Hospital Results”. If you no longer want to view hospital results, click “Hide Hospital Results”.

If you are not seeing your test result in MyCare, please contact your provider.

Return to Top

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

Your MyCare information comes directly from your electronic medical record at Rochester Regional Health. Ask your Rochester Regional Health provider to correct any inaccurate information at your next clinic visit. Your health information is reviewed and updated in your electronic medical record each visit.

If you do not have a provider at Rochester Regional Health, you may call the Health Information Management Department at (585) 922-4521.

If you would like to electronically request changes to your medications, allergies or current health issues, you can click on the minus sign (-) or plus sign (+) next to the item on each of these pages found under the My Medical Record tab.

Return to Top

If my allergies, medications or current health issues are not correct, what should I do?

You may electronically request a change to your listed allergies, medications and current health issues. From the Allergies, Medications or Current Health Issues pages found under the My Medical Record tab, click on the plus sign (+) to request an addition and click the minus sign (-) to request removal of an item from your list. Your provider will review these changes at your next visit.

Return to Top

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

You will generally receive an answer within 3 business days. Please note that MYCARE SHOULD NOT BE USED FOR URGENT MEDICAL CONCERNS. CONTACT YOUR MEDICAL CENTER IF THE SITUATION REQUIRES IMMEDIATE ATTENTION OR DIAL 911 IF IT IS AN EMERGENCY.

Return to Top

Why does my doctor's name not appear on the Ask A Medical Question screen?

In order for a provider's name to appear on the drop down list on the Ask A Medical Question screen, you must have completed an office visit or have an upcoming office visit scheduled with that provider. If either of these are true and you still do not see your provider's name, please contact the MyCare Patient Support Team by emailing mycare@rochesterregional.org or calling (585) 922-1234. Please note that MYCARE SHOULD NOT BE USED FOR URGENT MEDICAL CONCERNS. CONTACT YOUR MEDICAL CENTER IF THE SITUATION REQUIRES IMMEDIATE ATTENTION OR DIAL 911 IF IT IS AN EMERGENCY

Return to Top

Can I see details about a Research Study in which I participate?

Some research studies are visible in MyCare. You can find the Research Studies page under the My Medical Record tab where studies in which you are enrolled or have completed are listed. Click on the study name to display more detailed information about the research study.

Return to Top

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

Yes you can. This is called proxy access and allows a parent, guardian, spouse or adult family member to log into his/her personal MyCare account, and then connect to information regarding the family member. Complete a Proxy Access Request Form and return it to the family member's Rochester Regional Health provider's office to request access to this convenient service.

Each person will have his/her own unique username and password that should not be shared with others.

Return to Top

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

MyCare 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.

Return to Top

Can my spouse and I share one MyCare account?

No. Due to the sensitive nature of medical information, each adult must establish his/her own MyCare account.

Return to Top

What is a guarantor?

A guarantor is the person listed in Rochester Regional Health records as financially responsible for a patient. When there is an outstanding balance that is not covered by insurance, the bill is sent to the guarantor.

Return to Top

Who can be a guarantor?

A guarantor can be the patient or another person. Most adults (over 18) are their own guarantor. A minor (under 18) most likely has a parent or legal guardian listed as his guarantor.

Return to Top

Why don’t I see any information under the Billing Account Summary section?

You will only see guarantor accounts listed in the Billing Account Summary section when there is an outstanding insurance or self-pay balance on an account.

Return to Top

Why can't I see my child's billing account information?

Either the child does not have an outstanding insurance or self-pay balance or you are not listed as the child’s guarantor in our records.

Return to Top

What is the difference between being a guarantor and being a proxy?

Being the guarantor means you are the responsible party for any outstanding balances, the person a bill or statement is addressed to. Proxy access is having access to another patient’s medical record through MyCare when logged into your own account. If you are the guarantor, you do not need to have proxy access to another patient’s medical record in MyCare in order to pay on that account.

Return to Top

I have proxy access to a patient but I am not the guarantor - can I view and pay that bill when logged into my MyCare account?

No, having proxy access to a patient’s medical record does not give you access to view and pay his or her medical bills. You cannot view or pay a patient’s outstanding balance in MyCare unless you are listed as the guarantor in our records.

Return to Top

I am the guarantor for a patient - why can't I see his/her patient tab?

Being the guarantor does not mean you automatically have proxy access to the patient’s medical record through MyCare. Unless a Proxy Access Request form has been completed and returned to the patient’s Rochester Regional Health provider’s office, you will not be able to view the patient’s medical record as a proxy.

Return to Top

What if I have questions regarding insurance, statements, or billing information?

Send a message to our Billing Customer Service Department by going to the Ask Customer Service link under the Message Center tab and selecting Billing Inquiry in the Regarding drop down box. You can also click the send us a customer service request hyperlink located on any billing screen or call (585) 922-1900.

Return to Top

Why do I have multiple accounts listed on the Billing Account Summary page?

There are four different types of guarantor accounts that you may see in MyCare – Personal/Family (RRH), Personal/Family (WNY), Dental, and Behavioral Health. A Personal/Family guarantor is the account type used for regular medical visits. A Dental guarantor is the account type used for dental visits. A Behavioral Health guarantor is the account type used for behavioral health visits.

Return to Top

How many patients can be listed under a guarantor?

There is no limit to how many patients a guarantor can be financially responsible for.

Return to Top

How can I update my Insurance information?

Go to the Billing tab and click on Insurance Summary. From there you can edit, add, and remove insurance information.

Return to Top

Can I cancel a payment made through MyCare?

If you made an error when making a payment, send a message to our Billing Customer Service Department by going to the Ask Customer Service link under the Message Center tab and selecting Billing Inquiry in the Regarding drop down box. You can also click the send us a customer service request hyperlink located on any billing screen or call (585) 922-1900.

Return to Top

How do I request a refund on a payment?

Send a message to our Billing Customer Service Department by going to the Ask Customer Service link under the Message Center tab and selecting Billing Inquiry in the Regarding drop down box. You can also click the send us a customer service request hyperlink located on any billing screen or call (585) 922-1900.

Return to Top

How long does it take for my payment to be applied to my account?

Your payment will be applied to your account as soon as you click Submit Payment on the Account Payment screen. You may need to refresh your browser to see the updated balance.

Return to Top

Can I see my Worker's Compensation or No Fault guarantor accounts in MyCare?

Worker's Compensation and No Fault guarantor accounts are not viewable in MyCare. Please contact the Billing Customer Service Department at (585) 922-1900 for any questions on these types of accounts.

Return to Top

Why don't I see a balance that has been sent to Collections?

Balances sent to Collections are not viewable in MyCare. Please contact the Billing Customer Service Department at (585) 922-1900 for any questions on these types of accounts.

Return to Top

I forgot my password. What should I do?

You may click the "Forgot Password" link on the login page to reset your password online. You may also contact our MyCare Patient Support Team my sending an email to mycare@rochesterregional.org or calling (585) 922-1234 to request password reset assistance. Please include your full name, home address and date of birth in your email.

Return to Top

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

You may click the Request an Activation Code button on the MyCare login page, call our MyCare Patient Support Team at (585) 922-1234 or send an email to mycare@rochesterregional.org. If emailing, please be sure to include your full name, home address and date of birth. You may also contact your provider's office for a new activation code and a new code will be sent via U.S. Postal Mail or to your email address.

Return to Top

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

Log into MyCare and from the menu along the top, go to the Preferences tab and select the appropriate option (Demographics, Change Password).

Return to Top

How can I save time checking in at the clinic?

A few days before a scheduled appointment, you can save time by verifying and updating demographics, medications, allergies and current health issues using the eCheck-in tool in MyCare. Click the Update Information button located on the Appointment Details page and follow the step by step instructions.

Return to Top

How is MyCare secure?

We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure activation codes, personal ID's, and passwords. Each person controls his/her password, and the account cannot be accessed without that password. Further, MyCare uses the latest 2048-bit SSL encryption technology with no caching to automatically encrypt your session with MyCare. Unlike conventional e-mail, all MyCare messaging is done while you are securely logged on to our website.

Return to Top

What is your Privacy Policy?

MyCare is owned and operated by Rochester Regional Health 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 Rochester Regional Health.

Return to Top

I was logged out of MyCare, what happened?

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

Return to Top

I was automatically logged out of MyCare as soon as I logged in, what happened?

Please try using a different web browser available on your PC. If you do not have other browsers installed, you may need to download any one of the following web browsers for free: Mozilla Firefox or Google Chrome. If you continue to experience an automatic log out issue, you may contact our MyCare Patient Support Team by sending an email to mycare@rochesterregional.org or calling (585) 922-1234.

Return to Top

What do I need to use MyCare?

You need access to a computer or tablet connected to the Internet and an up-to-date browser (such as Google Chrome, Internet Explorer or Mozilla Firefox) for initial MyCare activation. You can then access your MyCare account through a smartphone, computer or tablet. A MyChart app is available on the App Store for Apple devices and on Google Play for android devices. Please note that not all features are available using the MyChart app.

Return to Top

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

For your security, your activation code expires after 120 days and is no longer valid after the first time you use it. If you still have problems, email our MyCare Patient Support Team at mycare@rochesterregional.org or call (585) 922-1234.

Return to Top

Is my activation code my username?

No, your activation code is not your MyCare ID or password. You will use this code only once to log into MyCare for the first time. The code will expire after you have used it or after 120 days. When you log into MyCare the first time, you will then be asked to create your own unique MyCare ID and password.

Return to Top

Why am I seeing a "Please Update Your Browser" error message?

MyCare can be accessed using a variety of browsers including Internet Explorer, Firefox, Google Chrome, Safari and many others. You will receive the error message "Please Upgrade Your Browser" if you are attempting to access MyCare with an outdated internet browser that is no longer supported. For instance if you are using Internet Explorer version 8 or earlier, you will need to upgrade your browser or install a different one.

Return to Top

I received a message that an educational video is available. What is this and why am I receiving it?

We have teamed up with Emmi Solutions to provide a series of free, online programs that walk you through important information about a health topic, condition or procedure. These are assigned when you are scheduled for a specific procedure or by your provider to help you better understand your procedure or condition.

Return to Top

My provider assigned me an educational video. How do I find it?

If you had an active MyCare account when the educational videos were assigned to you, you will receive a message in your MyCare account – messages can be viewed in the Messaging Center. If you did not have an active MyCare account when the video was assigned, you may instead receive an email or phone call directly from Emmi.

Return to Top

How do I view the educational video that was assigned to me?

As a patient with an active MyCare account, you will receive a message in MyCare with the details of the assigned educational videos. Open the message and click on the web hyperlink after the URL: which will direct you to the Emmi Solutions website. You will be prompted to enter your date of birth to confirm your identity. You will need to view the assigned materials to the end.

Return to Top

Can I watch my education videos more than once?

Yes, you can watch an assigned educational video as many times as you like until its expiration date.

Return to Top

I am receiving messages reminding me that I have educational videos to view. Why am I getting these?

You may receive reminder messages to view your educational videos if you have not yet started to view them or if you have not viewed them all the way through. Once you watch the videos to the end, you will stop receiving reminder messages.

Return to Top

I am having trouble accessing my educational videos or I would like to stop receiving reminder messages, who can I contact for assistance?

If you cannot locate what videos were assigned to you or you have difficulty accessing them from the MyCare message, you can contact the Emmi Solutions helpdesk via Email: support@emmisolutions.com or Call: 866-294-3664.

Return to Top

What are video visits?

RRH Video Visits are part of our Telemedicine program to bring accessible and reliable care to you.

Video visits allow returning patients to connect with their provider in real time over a video call using their MyChart Mobile App on their smartphone or mobile device. These visits will occur at a scheduled time with patients who have an active MyCare account. The patient does not have to go to the provider’s location for this visit. Please note, be aware of your environment as you initiate video call for your own privacy (personal health care information will be shared during this visit). Driving during video visit is unsafe and is not recommended.

Video visits offer an opportunity to receive the same high quality healthcare expertise with added convenience, eliminating need to travel.

Return to Top

How does a video appointment/visit work?

At time of appointment, open MyChart Mobile App and go to Appointment icon.

From the patient appointment list, click upcoming appointment with green video icon. Click on the green [Begin Visit] button at the bottom on the appointment. Please log in 15 minutes before your start time to begin the eCheck-in and hardware testing process.

Once video visit is initiated by patient, but provider has not yet connected, the patient will be placed in virtual waiting room. Once provider joins the visit, he/she will appear in the top box, framed in red, while the patient will appear in the lower box. When provider disconnects, patient is prompted to end/leave the appointment.

NOTES:

• Your mobile device may lose anywhere from 0.5-1.5% of battery life per minute of video visit, so please ensure that your mobile device is fully charged or plugged in while on a video visit.

• If patient gets disconnected from video call during the visit they should return to this screen to re-enter the video call.

• If patient clicks out of MyChart Mobile App (i.e. to open photos or other app), video visit will still be running in the background (audio only) and shows a band at top of screen to signify video visit in progress. Patient can navigate to open apps to re-open video visit.

• If patient navigates away from MyChart Mobile App (i.e. low battery, appointment reminders, etc.) the provider will lose video only and audio will be maintained until patient closes or clears notification and navigates back to MyChart.

• If mobile device runs out of charge/power you will have to re-connect to MyChart mobile app using another device or by plugging in device. Both provider and patient will need to reconnect to video appointment/visit.

Return to Top

Who can use video visit?

Rochester Regional Health is piloting video appointments with a small group of providers and patients for conditions such as, Depression, CHF, Hypertension, Lung Cancer and Diabetes. Participating providers will determine if this is the right type of visit for you.

For a Video visit you will need:

• An active MyCare account

• Access to an iPhone/iPad or Android Device (with MyChart Mobile App downloaded)

• A return patient (established relationship)

• Not a medical emergency (non-emergent)

Patients must have an iOS or Android device with the MyChart Mobile App downloaded, an active MyChart account, and have an established relationship with a doctor offering video appointment/visit.

Return to Top

What is the cost of a video visit?

All telemedicine appointments are standard medical visits. Co-insurance deductibles or copayments will apply depending on your specific health plan coverage.

Return to Top

Are video appointments/visits covered by insurance?

Video visits are currently available for patients with Excellus BlueCross BlueShield health insurance only. Speak with your provider to find out if they are participating in this program.

Return to Top

Can I use my HSA/FSA account?

Yes, Health Spending Accounts and Flexible Spending Accounts may be used.

Return to Top

How does my credit card get charged for video visits?

Your credit card will not be charged until the claim for your video visit is processed through your insurance carrier. It is not until this time that you owe a balance and your card gets charged. There is not a hold placed on your credit card during this time.

Return to Top

I have a high deductible plan and am being asked to pay $80.00. What if my balance is less?

Because your credit card is not charged until after it is processed through your insurance carrier, only the total due will be charged to your credit card. So if MyCare showed $80.00 and after your claim was processed through insurance it turns out you owe $70.00, your card will only be charged $70.00.

Return to Top

I have a high deductible plan and am being asked to pay $80.00. What if my balance is more?

You will only be charged the amount you authorized when you checked in for your video visit. So if MyCare showed $80.00 and after your claim was processed through insurance it turns out you owe $90.00, your card will still only be charged $80.00. You will then be left with a $10.00 balance.

Return to Top

What are the technology requirements for video appointment/visit?

• Windows: 10, 8.1, 8, or 7

• Mac: OS X 10.6 or higher

• System: Core 2 Duo 2GHz; 2 GB RAM; 40 MB free disk space

• Minimum for Audio & SD Video: 384Kbps

• Minimum for Audio & HD Video: 512Kbps

• Smartphone or tablet: iOS: 7.1 and higher, Android OS 2.3 and higher

• Functioning built-in video camera connected to device

• Network Connectivity: Wi-Fi (recommended) or Cellular

• MyChart Mobile App (most updated version) & active MyCare account

• Ensure phone/mobile device is charged

When initiating video visit the front/”selfie” camera will be used. This camera may offer a grainy picture, so if a clearer picture is needed, you can rotate to the back camera on the mobile device which offers better picture quality.

Return to Top

Is my video visit with the provider secure?

Rochester Regional Health and its suppliers meet all requirements of the HIPAA and HITECH regulations which protect personally health information, such as patient records. Rochester Regional Health’s compliance to the standards ensure that your use of Video Visit is secure.

Return to Top

Will the video visit be recorded?

No, Rochester Regional Health will not record or save the video.

Return to Top

Can I use the MyCare website version for video appointment/visit?

Yes, you can use the web version of MyCare. Please ensure that you have a camera connected to the desktop personal computer and test connectivity to ensure that you have the required web plugin (Vidyo). For the best experience when connecting via the MyCare website, use Internet Explorer, Firefox or Safari. It is strongly suggested that you utilize a smartphone/mobile device for MyCare video visits.

Return to Top

What is the difference between a video visit and MyCare messaging?

Video Visit is a scheduled appointment with a provider where the patient does NOT need to come to an office to see the provider in person. The patient may be at his/her home, office, or other location and using the MyChart Mobile App on their smartphone or logging into the MyCare website can have the video call with the provider.

MyCare messaging is used to ask common, non-urgent questions such as advice about common illnesses, visit follow-up clarifications, test result follow-up, medication dosage clarifications, or whether an appointment is needed for some other reason. It is not used as a means to obtain diagnosis or treatment.

Return to Top