MyChart support
Help patients get back in.
A forgotten password should not become a barrier to care. Guide patients through account access and proxy questions with clear instructions and the right verification.
The requests we handle
Their words. A clear path forward.
MyChart Login Support: password reset
“I've forgotten my MyChart password.”
Identify the health system's MyChart sign-in page and walk the patient through its password-reset process. Ask where they are stuck and explain the next step in plain language. The patient enters their private password and recovery codes through the account's own process. Route unresolved recovery problems to the appropriate support team.
MyChart Login Support: username retrieval
“I don't remember my username.”
Separate a forgotten username from a password problem and guide the patient to the correct account-recovery path. Explain what the sign-in process asks for and help them find the next step. Keep recovery within the health system's identity checks, with a support handoff when the patient cannot complete them.
MyChart Proxy Access Inquiry
“How do I get access to my mother's MyChart?”
Explain how proxy access is requested and how it differs from sharing another person's sign-in. For questions about an existing proxy relationship, verify the caller and their authorization before opening or sharing the other person's information. Guide new access requests through the health system's consent and verification process, keeping the account holder's information protected.
The experts around the technology
Understand the work. Then improve it.
Our Epic and EHR experts map the account-access and proxy processes. Clinical and operations experts define where consent, identity checks and staff assistance enter the conversation. The patient gets a small, understandable next step rather than another set of technical instructions to decode.
An example request
“I help my mother with her appointments. How do I get into her account?”
- Explain authorized proxy access instead of asking the caller to use their mother's credentials.
- Guide the caller through the health system's access-request process.
- Verify an existing proxy relationship before opening or sharing any information from the mother's record.
Connected to your EHR and your teams
A conversation with somewhere to go.
Use MyChart's account-recovery and proxy-access processes as the path into the EHR. We connect the explanation, identity requirements and support destination. Patient access gets easier while account access stays with the person authorized to use it.
Questions worth asking
Get clear on the scope.
Does the patient have to share a password with the agent?
No. The patient uses the account's recovery process and enters private credentials there. The conversation helps them understand what to do next.
Can a family member ask about someone else's account?
Yes. We explain the proxy-access process. Access to another person's record follows verification of the caller's authorized proxy relationship.
Start with the outcome that matters
Put this workflow to work for your team.
Bring your patient access, clinical and technology teams. We'll work through the requests, the decisions and the handoffs together.
Let's start a conversation