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MyPortal
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Appointments
Can I request an appointment for the same day?
No. Patients who require an appointment within the next 24-48 hours will need to contact their provider's office directly.
Will I receive appointment reminders through MyPortal?
Yes, appointment reminders are automatically generated the day the appointment is scheduled.
Features
What will I be able to do on MyPortal?
You will be able to:
  • View laboratory results.
  • View medical information such as a problems list, medications, vitals, and allergies.
  • Schedule an appointment or request to reschedule or cancel an appointment with healthcare providers.
  • View and request medication refills.
  • Send secured messages to your provider or our billing and administrative support teams.
  • Pay your bill.
Will online consults be available?
Yes. Online video consults with physicians are available at this time for select visits. Your provider will decide if your next visit qualifies. However, you can use MyPortal's messaging feature to ask simple, non-urgent questions at any time.
What determines the order providers are listed in on MyPortal?
The providers are listed in the order by whom the patient has seen the most.
Labs
How long after my visit with my doctor will I be able to see my labs on MyPortal?
Patient labs will be available in MyPortal immediately after the provider has reviewed your labs.
My lab tests ordered by a non Optum physician are not appearing on MyPortal – why are they not there?
Laboratory tests ordered by external providers (Non Optum) will not populate in the portal; we ask that you contact the ordering provider for your test results. If your labs were ordered by an Optum provider and they do not appear after a week, please let us know by contacting us at myportal@optum.optumcare.com.
Please be advised that certain labs will not cross over to your portal, regardless of the ordering provider. Based on California Health and Safety Code Section 123148 it is the policy of Optum that the following results be blocked from appearing on MyPortal.
  • Sensitive blood results i.e. (HIV antibody test, HTVL antibody)
  • Hepatitis infection A, B, C, D, E
  • All toxicology testing i.e. (Opiates)
  • Test Results related to routinely processed tissues, including skin biopsies
  • Pap smear test
  • Products of conception
  • Bone Marrow aspirations for morphological evaluation
  • Chromosome analysis and genetic testing
Please note: Laboratory results will cross over to MyPortal immediately after being verified by the ordering provider.
Why can't I see some X-ray, Ultrasound or other radiology reports on MyPortal?
Please contact your doctor's office to view Radiology reports.
Login
If I change providers, will I have to sign a second user agreement to continue to use MyPortal?
No, there is no need to sign a second user agreement; your original signed agreement will suffice.
Can I dis-enroll from MyPortal? How do I do that?
Yes, you can dis-enroll from MyPortal by going to the Optum Connections tab and clicking on the Red X to remove the connection from Optum. The account will be disabled from further communication.
If I dis-enroll can I then re-enroll on MyPortal at any time?
Yes, by following the same registration sign-up process.
Medications
If I add medical data to my MyPortal record, will my doctor receive this information?
Not at this time. Presently, all personally added medical data will be stored in your MyPortal Personal Health Record, but will not be made available to your provider.
Why can't I request a renewal on my medication - the button appears disabled?
The renewal button may be grayed out, as it may be too soon to request a renewal or the medication is already pending renewal authorization from the provider to submit to the pharmacy.
How do I know when my prescription is ready for pick-up?
Check directly with your pharmacy. The pharmacist will only contact Optum if there is a delay in processing.
Messaging
How long does it take to receive a response to a message I send?
You can expect a response within 1-3 business days.
Privacy
Can multiple patients be linked to the same email address?
Yes, if the Adult patient has enrolled him/herself, they can use the same email for minors under age 12, or if they are a legal caregiver. For patients who are not legal caregivers or have minors, the answer is no. Each patient should have his or her own email address to ensure privacy.
Is there a timeout setting on MyPortal?
Yes, users will be automatically logged out of MyPortal after 10 minutes of inactivity.
Can I email/forward my MyPortal health record to another email recipient?
Yes, when you select the email icon on the page, a release disclaimer window appears asking if you want to continue. Once you select "okay," you can enter the email address you want to send the record to.
Registration
How can I sign up?
  • If you would like to self-register, please follow these steps:
    • Click on the REGISTER NOW button on the home page of this website.
    • Complete the form that is displayed and submit it.
    • If the data you enter matches our records, you will receive an invitation via the email you provided on the form.
    • If the data you enter does not match what we have in our records for you then you will be given a phone number to call to get help from our patient support center. If they are able to verify your data then they will send you an invitation email.
    • Complete the steps required in the invitation
      - Accept Terms
      - Accept HIPAA Agreement
      - Enter the invitation code
    • You are now registered on MyPortal and can access your personal health record!
  • If you would like assistance, please ask your clinic to send you an invitation via the email you provide. For assistance walking through the steps required in the invitation, ask your clinic or call our patient support center MyPortal team at 1-866-917-1690.
Who can sign up?
  • Adults 18 years or older.
  • Patients between birth up to 17 years of age can be registered by the parent or legal care giver. Be advised that data acquired in the age range of 12 through 17 will not be available on the portal; however, data acquired during the years before the child reached age 12 will be available.
How long will the link in the email to sign up for MyPortal be active?
The invitation included in the e-mail is good for 60 days.
How long will it take to receive an invitation after the initial sign up?
The invitation code email could take 1-2 business days after sign up.
Who can I contact if I have not received an invitation email?
You can contact MyPortal Customer Support via email at myportal@optum.optumcare.com anytime: Email is checked 8:30a - 5:30p, Monday thru Friday.
Support
Who should I contact if my profile information on MyPortal is not correct?
You can contact MyPortal Customer Support via email at myportal@optum.optumcare.com anytime: Email is checked 8:30a - 5:30p, Monday thru Friday.
Who should I contact if my health information on MyPortal is not correct?
Please call your doctor's office or message your doctor through the portal.
Technical
If I am having trouble connecting from home after hours, whom can I call for support?
Please contact the FollowMyHealth patient support line at 1-877-290-2133.
Who can I contact if I am having trouble registering on MyPortal?
Please contact the FollowMyHealth patient support line at 1-877-290-2133.
Can I access MyPortal with my Smart Phone or Tablet?
Yes, MyPortal supports mobile devices.
Can I receive messages on my cell phone through SMS Text Messaging?
No, SMS text messaging is not available at this time.
What are the computer system requirements to be able to use MyPortal?
Supported browsers
  • Mozilla Firefox®
  • Google Chrome™
  • Microsoft® Internet Exporer® 10.0 and later
  • Apple® Safari®
System requirements
  • Microsoft® Windows® 7.0 or later
    • Note: Microsoft® Internet Explorer® on Windows 8.1 is not supported with the Video client plug-in
  • Apple® Mac® OS X 10.0 or later
Video visit requirements (Note: Online video consults with physicians are available for select visits. Your provider will decide if your next visit qualifies.)
  • Video client plug-in
    • If you are using Microsoft® Internet Explorer® or Apple® Safari®, you must download the video client plug-in before you can start a video visit.
      When the video page opens for the first time, you are prompted to download the plug-in file. You need to install a plug-in to have a Video Visit display in the video page. Click Download plug-in. The plug-in downloads to your Downloads folder on your personal computer. Go to your Downloads folder and install the plug-in.
      After the installation is complete, the video session is refreshed automatically. You are also prompted during the on-demand request or check-in to install the plug-in. After doing so, the page is refreshed automatically, and you must re-authenticate.
      If you are using the Mozilla Firefox® or Google Chrome™ browser, the plug-in is not required, and you are not prompted to download the plug-in.
      When there are software updates available for the video client plug-in, a message displays on the video page before you can proceed with the video visit. Download the plug-in update and restart your Internet browser before continuing with the video visit.
  • Microphone and camera
    • All browsers require you share your computer microphone and camera. The first time you access the video page, the browser prompts you to confirm that you are sharing the microphone and camera. The available microphone and camera display options. Select Always Share so that you are not prompted the next time you start a video visit.
  • Recommended camera peripherals: Logitech™ Pro Webcam C920 or Logitech™ Pro Webcam C930e for PC or Mac
  • Recommended audio peripherals: PC Webcam microphone or internal audio for Mac
  • Speakers
  • At least 1 mbps internet speed (upload and download)