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MyChart Frequently Asked Questions

Enrollment Questions
What is MyChart?
Is there a fee to use MyChart?
How do I sign up?
Who do I contact if I have further questions?
Your Medical Record
When can I see my test results in MyChart?
Why are certain test results not shared electronically via MyChart?
If some of my health information on MyChart is not correct, what should I do?
If I send a message to my doctor, when can I expect a reply?
MyChart For My Family
Can I view a family member's health record in MyChart?
Can I ask questions regarding a family member from my MyChart account?
Can my spouse and I share one MyChart account?
Adult Proxy Authorization Form
Incapacitated Adult Proxy Authorization Form
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)?
Technical Questions
How is MyChart secure?
What is your privacy policy?
I was logged out of MyChart, what happened?
What do I need to use MyChart?
My activation code does not work, what should I do?
Billing Questions
How can I switch to paperless billing?
Why does my MyChart balance differ from my paper statement?
I made a payment on the date of service. Why am I receiving a bill?
I do not have my statement. Where do I send my payment?
How do I obtain an itemized statement?
I do not recognize the name of the physician on my statement.
I cannot afford to pay the balance in full. How can I set up a payment plan?
What is your Financial Policy?
Announcements and Disclosures
Disclosure Regarding Relationships with Orthopedic Companies
Disposal of Narcotic Medications
Authorization for Access Use Disclosure of PHI

What is MyChart?

MyChart 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 MyChart, you can use the Internet to:

  • Request medical appointments.
  • View your health summary from the MyChart electronic health record.
  • View test results.
  • Request prescription renewals.
  • Access trusted health information resources.
  • Communicate electronically and securely with your medical care team.
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Is there a fee to use MyChart?

MyChart is a free service offered to our patients.

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How do I sign up?

Patients who wish to participate will be issued a MyChart activation code during their clinic visit. This code will enable you to log in and create your own username and password. If you were not issued an activation code, you may call your primary care clinic to get one or ask to sign up during your next office visit.

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Who do I contact if I have further questions?

If you need website assistance, please contact your specific OrthoCarolina location. Click here to find our locations, including phone numbers.

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When can I see my test results in MyChart?

Your test results are released to your MyChart account after your physician has reviewed them. This is generally within 1-12 days.

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Why are certain test results not shared electronically via MyChart?

Your provider is able to determine which types of test results are able to be accessed through MyChart. Further, tests of a very sensitive nature are not released to MyChart.

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

Your MyChart information comes directly from your electronic medical record at your doctor's office. Ask your doctor to correct any inaccurate information at your next clinic visit. Your health information is reviewed and updated in your electronic medical record each visit.

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

You will generally receive an answer within 1-3 business days. Please note that MyChart should not be used for urgent situations. Please contact your medical center if the situation requires immediate attention or dial 911 if it is an emergency.

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

Yes, you can. This is called proxy access and allows a parent (or guardian) to log in to their personal MyChart account and then connect to information regarding their family member. Complete a Proxy Consent Form and return it to one of our medical facilities to request access to this convenient service or select Share My Record from the Health menu. From there you can select "Friends and family access" and modify or add new access to your health record.

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

MyChart 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.

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Can my spouse and I share one MyChart account?

No, due to the sensitive nature of medical information, each adult must sign and submit a Release of Information request and establish their own MyChart account.

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I forgot my password. What should I do?

You may contact your specific OrthoCarolina location. Click here to find our locations, including phone numbers. You may also click the "Forgot password" link on the sign-in page to reset your password online.

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

Privacy issues prevent us from e-mailing a new activation code to you. Please contact your specific OrthoCarolina location. Click here to find our locations, including phone numbers.

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

Log into MyChart and from the left menu, go to the Preferences section and select the appropriate option.

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How is MyChart 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 usernames, and passwords. Each person controls their password, and the account cannot be accessed without that password. Unlike conventional e-mail, all MyChart messaging is done while you are securely logged on to our website.

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What is your Privacy Policy?

MyChart is owned and operated by MyChart 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 MyChart.

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I was logged out of MyChart, what happened?

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

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What do I need to use MyChart?

You need access to a computer connected to the Internet and an up-to-date browser (such as Internet Explorer).

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

For your security, your activation code expires after 30 days and is no longer valid after the first time you use it. If you still have problems, please contact your specific OrthoCarolina location. Click here to find our locations, including phone numbers.

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How can I switch to paperless billing?

Click the "Billing" tab then click "Sign up for Paperless Billing." Check the boxes for "Receive e-mail notifications" and "I understand that I will no longer receive statements in the mail," and then click "Sign me up."

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Why does my MyChart balance differ from my paper statement?

MyChart balances are real time, therefore the balance may change due to payments and/or adjustments. Your statement is generated once a month and may have gone out prior to your account being updated.

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I made a payment on the date of service. Why am I receiving a bill?

Please contact customer service at 704-323-2455 Monday-Friday 8am to 5pm

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I do not have my statement. Where do I send my payment?

You can view your statement and pay your bill in the Billing section of your MyChart account under Account Summary.

If you do not have a MyChart account, you can pay via website at
OrthoCarolina.com

You can pay via phone at
Pay by phone 1-855-844-0227 24 hours
or 704-323-2455 8am-5pm Monday-Friday

Mail payments to:
ORTHOCAROLINA PO BOX 117444 ATLANTA GA 30368-7444

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How do I obtain an itemized statement?

The itemized statements in MyChart will show any patient or insurance activity within the last 60 days. Click "Billing" tab then click on "Account Summary." Choose the correct account number. Click on "View Account Details." Under Outstanding Accounts, click the link "Here" to see details. To print, click on the printer icon at the top right corner of the page.
If this information is not sufficient or for specific dates of service, please send a MyChart message to Customer Service or contact us at 704-323-2455.

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I do not recognize the name of the physician on my statement.

Based on the services received, the physician listed on your statement may differ from the provider who performed the service. For example, if you see a Physician Assistant, Physical or Occupational Therapists, the supervising provider may be listed on the statement instead of the provider who rendered the services.

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I cannot afford to pay the balance in full. How can I set up a payment plan?

You can set up a limited payment plan by sending a MyChart Customer Service Message or contacting us at 704-323-2455.

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What is your Financial Policy?

We would like to thank you for choosing OrthoCarolina as your healthcare provider. We are committed to providing excellence in care and service, one patient at a time. The following information outlines your financial responsibilities related to payment for professional services. Please bring your insurance card with you at time of service. We participate with most major health plans. We have contracts with many insurance companies and government agencies including Medicare and Medicaid. Our business office will file claims for most services rendered to a patient and will assist you in any reasonable way to help get your claims paid. It is the patient’s responsibility to provide all necessary information before leaving the office. If you have a secondary insurance we will file a claim with them as soon as the primary carrier has paid. You are responsible for all co-pays, co-insurance and deductibles at the time of service. The contracts that we have with insurance companies do not allow us to waive or write off your co-insurance amounts; we are required to collect such amounts at the time of service. We bill participating insurance companies as a courtesy to you. If we have not received payment from your insurance company within 60 days of the date of service, you may be expected to pay the balance in full. You are responsible for charges not processed by your insurance carrier. In the event that you have an unpaid balance from your insurance company, you will receive a statement from our office clearly identifying insurance payments and your balance due. Payment in full is expected when you receive your statement. Please contact our Customer Support Department at 704-323-2455 if you wish to set up payment arrangements on your unpaid balances. Partial payments must be approved by the Customer Support Department to keep your account out of collections. No Insurance (Self Insured) Payment is required at the time services are rendered unless other arrangements have been made in advance. Payment plans can be established for the remaining balance ONLY under the discretion of Management. Return check fees A $25 insufficient funds fee will be added to your account

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