For Patients
Below are the answers and a how to guide to the most frequently asked questions regarding portal account help and inquiries. If you have any further concerns please feel free to call us during normal business hours at 813-632-7070 and we will be happy to help.
I. Security
a. What if I forget my password?
b. How do I change my Test Results PIN?
c. What if I'm unable to access the Patient Portal?
d. How do I sign out?
II. Signing Up
a. What do I need to access the Patient Portal?
b. How do I register for the Patient Portal?
c. How do I sign in to the Patient Portal?
d. I have a PIN instead of a password. How do I sign in to the Patient Portal?
e. What is a family access account?
f. How do I create a family access account?
g. How do I sign in to my family access account?
h. How do I invite a family member to access my information?
III. My Profile
a. How do I edit my profile information?
b. How do I edit how my contact preferences for different types of notifications?
c. How do I view my insurance information?
IV. Appointments
a. How do I reschedule an appointment?
b. How do I request an appointment?
c. How do I view upcoming appointments?
d. Where can I fill out medical forms before my appointment?
e. Why doesn't anything happen when I click on a medical form?
f. How do I view past appointments?
V. Messages
a. How do I ask my provider a question?
b. How soon can I expect a response from my provider?
c. How do I view messages and/or responses from my provider?
d. Why can't I delete my sent and archived messages?
VI. Billing
a. How do I view my account balance?
b. How do I ask a question about my account balance?
c. How do I view my payment history?
d. How do I view my account statements?
e. How do I manage my saved credit and debit cards?
f. Why doesn't anything happen when I click "View Detail" or "View Receipt?"
VII. My Health
a. Why can't I view my test results?
b. How do I request a prescription?
c. How do I search for medical information?
a. What if I forget my password?
i. On the sign-in page, click Forgot your password and enter your email address to request a password reset email.
ii. 
iii. 
b. How do I change my Test Results PIN?
i. Your test results PIN is required to retrieve your test results over the phone. You may ask the office to reset your PIN, or you may follow these steps:
1. Click the My Profile tab.
a. 
2. Select Test Results PIN.
3. Type in your new PIN.
4. Click the Save button.
5. 
c. What if I'm unable to access the Patient Portal?
i. Please contact your provider's office to register or to verify your information.
d. How do I sign out?
i. Click the Sign Out link at the top right of the screen. Alternatively, if your keyboard remains idle for 10 minutes or more, you will receive a pop-up window asking if you are still actively using the portal. If you do not click the OK button, you will be signed out automatically. Any information you have typed and not saved or sent will be lost.
ii. 
a. How do I register for the Patient Portal?
i. To register for the Patient Portal, click the Sign up today link on the sign-in page, then enter your information.
ii. 
b. How do I sign in to the Patient Portal?
i. To sign in to the Patient Portal, enter your email address and password on the sign-in page, then click the Sign in button.
ii. 
c. I have a PIN instead of a password. How do I sign in to the Patient Portal?
i. We have made our sign-in process easier. If you have been signing in with a PIN, date of birth, and phone number, you will now be able to sign in with just an email address and password. To do this, you must create a password for your account by clicking the Use your PIN to create a password link on the Patient Portal sign-in page, and following the instructions. This is a one-time only change; going forward you will simply need to enter your email address and password to sign in.
ii. 
d. How do I create a family access account?
i. There are a few ways to create a family access account. First, the patient or the practice can send you an email invitation to access the patient's information.
ii. Or, if you already have a portal account, and the patient has consented for you to view their information, you can follow the steps below:
1. Click the My Profile tab.
a. 
2. Select the Family Access page.
a. 
3. Click the Add Patient button.
a. 
4. Follow the instructions to add the patient's information to your existing portal account.
5. If you do not already have a portal account, you can follow the steps below:
a. Click the Sign up today link on the sign-in page.
b. Under "Who will use this account?" select Patient's family member.
c. Follow the instructions to create an account.
e. How do I sign in to my family access account?
i. Sign in using your email address and password. If you have access to multiple patients' information, you will be able to choose which patient's information to view using the menu at the top-left corner of the screen.
f. How do I invite a family member to access my information?
i. Click the My Profile tab.
1. 
ii. Select the Family Access page.
1. 
iii. Click the Invite Family Member button.
1. 
iv. Follow the instructions to invite a family member to access your information.
a. How do I edit my profile information?
i. Click the My Profile tab.
1. 
ii. Click the Edit link.
1. 
iii. Update your information as required.
iv. Click the Submit button.
1. 
b. How do I edit how my contact preferences for different types of notifications?
i. How do I edit how my contact preferences for different types of notifications?
1. Click on the My Profile tab.
a. 
2. Select My Notifications.
a. 
3. Indicate your contact preferences for different types of notifications.
a. 
4. Click the Save button.
c. How do I view my insurance information?
i. Click the My Profile tab.
1. 
ii. Select Insurance.
1. 
i. How do I reschedule an appointment?
1. Click the Appointments tab. Your scheduled appointments will appear listed under Upcoming Appointments.
a. 
2. Click the Reschedule link that appears beneath the date of your appointment.
3. Select an available appointment from the calendar.
4. Click the Reschedule Appointment button.
ii. How do I request an appointment?
1. Click the Messages tab.
a. 
2. Click the Compose Message button.
a. 
3. Select the Appointments and scheduling option from the message type dropdown menu.
a. 
4. Select your provider, office location, and your preferred time of day and days of week.
a. 
5. Type your subject and message.
a. 
6. Click the Send button.
a. 
iii. How do I view upcoming appointments?
1. Click the Appointments tab. Your scheduled appointments will appear listed under Upcoming Appointments.
a. 
iv. Where can I fill out medical forms before my appointment?
1. Click the Appointments tab.
a. 
2. Select Medical Forms.
a. 
3. Click the desired form. Forms with a computer icon can be completed and submitted online, while forms with a printer icon can be printed out, completed, and brought with you to your appointment.
v. Why doesn't anything happen when I click on a medical form?
1. Adobe Acrobat is required to view and print forms on the portal. On the Medical Forms page, you will see a note indicating this requirement, along with a link to download this program for free.
vi. How do I view past appointments?
1. Click the Appointments tab.
a. 
2. Select Past.
a. 
3. Select the desired timeframe from the Past Appointments dropdown menu.
a. 
a. How do I ask my provider a question?
i. Click the Messages tab.
a. 
ii. Click the Compose Message button.
1. 
iii. Select the message type from the dropdown options based on the topic of your question.
iv. Select your provider and office location.
1. 
v. Type your subject and message.
1. 
vi. Click the Send button
1. 
b. How soon can I expect a response from my provider?
i. Your provider's office will make every effort to respond to your messages within a timely manner. Please do not expect a response on weekends or holidays. If you need to speak with the office sooner, please call the office directly. Urgent matters should not be dealt with via the Patient Portal.
c. How do I view messages and/or responses from my provider?
i. Click the Messages tab.
1. 
ii. Select Inbox.
1. 
iii. Click the desired message in your inbox to read the message.
d. Why can't I delete my sent and archived messages?
i. You cannot permanently delete sent or archived messages. This is because all messages that you send and receive in the Patient Portal are part of your medical record.
a. How do I view my account balance?
i. Click the Billing tab. Your list of charges will be listed by date of visit, followed by your account balance, under Recent Charges Payable Online.
b. How do I ask a question about my account balance?
i. Click the Messages tab.
a. 
ii. Click the Compose Message button.
1. 
iii. Select the Billing and Payments option from the message type dropdown menu.
iv. Select your provider and office location.
1. 
v. Type your subject and message.
1. 
vi. Click the Send button.
1. 
c. How do I view my payment history?
i. Click the Billing tab.
1. 
ii. Select Payments.
1. 
iii. Select the payment you would like to view.
iv. Click the View detail link.
d. How do I view my account statements?
i. Click the Billing tab.
1. 
ii. Select Statements.
1. 
iii. Select the patient statement you would like to view.
iv. Click the View detail link
e. How do I manage my saved credit and debit cards?
i. Click the Billing tab.
1. 
ii. Select Payment Methods.
1. 
iii. From here you can:
1. Click Add a Credit Card to save a new card for future payments.
2. Click Make Default to set a saved card as your default payment method.
3. Click the Delete link to remove a saved card from the portal.
f. Why doesn't anything happen when I click "View Detail" or "View Receipt?"
i. Adobe Acrobat is required to view and print statements and forms on the Patient Portal. When you click the Billing tab, you will see a note indicating this requirement, along with a link to download this program for free.
a. Why can't I view my test results?
i. It is at your provider's discretion to make test results available. Your provider must authorize the release of your test results in order for them to post to your Patient Portal account. Only test results which are considered appropriate for release will be accessible through the Patient Portal.
b. How do I request a prescription?
i. Click the Messages tab.
1. 
ii. Select Compose Message.
1. 
iii. Select Prescriptions and refills from the message type dropdown menu.
iv. Select your provider and office location.
1. 
v. Type your subject and message.
1. 
vi. Click the Send button.
1. 
c. How do I search for medical information?
i. Click on the Search input field in the Health & Wellness search box at the bottom of the main menu on the left. You can search by keyword, health topic, or symptom for health information that includes:
1. Interactive tools with quizzes that rate your health and fitness levels, lifestyle choices, and more.
2. Learning centers with specific medical topics organized by category.
3. A symptom checker to evaluate specific symptoms you or someone else may be experiencing.
4. Quick links to search for information on medications, medical tests, support groups, and symptoms.