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MyChart Frequently Asked Questions

What is MyChart?
What do I need in order to use MyChart?
How can I find a physician who offers MyChart?
How do I sign up?
Is there a fee to use MyChart?
How is MyChart secure?
Can I view a family member's health record in MyChart?
Can minors (individuals younger than 18 years of age) obtain access to MyChart?
Why can I no longer view my child’s MyChart information now that s/he is 18 years old?
Can I ask questions regarding a family member from my MyChart account?
Can my spouse and I share one MyChart account?
Who do I contact if I have further questions about MyChart prior to enrollment?
After you have already enrolled, you may have these questions.
Is my access code my user ID?
I forgot my password. What should I do?
Can you send me a new access 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)?
I was logged out of MyChart, what happened?
My access code does not work, what should I do?
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?
Who do I contact if I have further questions about MyChart?
MyChartCentral, Lucy and Sharing Your Health Information
What is MyChartCentral and Lucy?
What is the Patient Health Summary?
What is the Continuity of Care Document?
How can I get help if I have a question about Lucy or MyChartCentral?
What if I don’t have multiple MyChart accounts?
How do I sign up for MyChartCentral and Lucy?
MyChart Billing Questions
What are my payment options via MyChart?
Is this website safe for credit card transactions?
Can I pay my bill over the phone?
Can I view my account balance via MyChart?
Is there a fee for making my payment via MyChart?
Who do I call if I have questions about my bill?
What if I overpay and a refund is due?
What if there is a mistake on my bill?
How long do I have to pay my outstanding medical bills?
How will I know if my insurance company has paid my bill?
Why is my co-payment (co-pay) or deductible due at the time of service?
If I pay my co-pay/deductible, will that be the end of my financial responsibility?
If I don’t have insurance, can I still receive physician office services?
What if my insurance doesn't cover the entire cost of my care?
What should I do if I disagree with how much my insurance company has paid on my bill?
MyChart Mobile App is Available for iPhone® and Android™!
What is it?
Why would I use it?
How do I get it?


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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What do I need in order to use MyChart?

You need a computer connected to the Internet and an up-to-date browser such as Internet Explorer. A MyChart app is also available, after initial signup, on Apple and Android devices.

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How can I find a physician who offers MyChart?

Ask your physician if they offer MyChart.

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How do I sign up?

Patients who wish to participate will be issued a MyChart activation code during their clinic or hospital visit. This code will enable you to login and create your own user ID and password. If you were not provided an activation code, please call your SSM primary care clinic to obtain an activation code or ask to sign up during you next SSM office visit or visit to an SSM hospital.

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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 is MyChart secure?

We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure access codes, personal ID's, and passwords. Each person controls their password, and the account cannot be accessed without that password. Further, MyChart uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session with MyChart. Unlike conventional e-mail, all MyChart messaging is done while you are securely logged on to our website.

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

Yes, you may view a family member’s health record in MyChart. This is called Proxy access and allows a parent (or guardian) to log into his/her personal MyChart account, and then connect to information regarding a family member. A Proxy Form must be completed and returned to one of our medical facilities to request access to MyChart.

SSM will soon provide the ability to request a MyChart activation code online. Stay tuned!

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Can minors (individuals younger than 18 years of age) obtain access to MyChart?

Minor patients (individuals younger than 18 years of age) cannot be granted access to health information in MyChart. Federal and State laws vary as to when a minor can consent to certain treatments and tests as well as have access to their health care information, recognizing that minors tend to lack the experience and judgment to make fully informed decisions.

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Why can I no longer view my child’s MyChart information now that s/he is 18 years old?

When a patient turns 18 years old, the patient is considered an adult. The patient may now activate his/her own MyChart account. Proxy access will automatically be turned off for this patient. If the patient should continue to want the legal guardian or parent to have access to the patient’s MyChart information, then the patient and parent or legal guardian will need to complete an Adult to Adult proxy form.

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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. 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, you and your spouse may not share a MyChart account. Due to the sensitive nature of medical information, each adult must sign and submit a Release of Information request and establish an individual MyChart account.

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Who do I contact if I have further questions about MyChart prior to enrollment?

You may submit a detailed question to our support staff on our HELP screen regarding MyChart access, or call 1-888-97CHART (1-888-972-4278). Our support representatives will respond to your MyChart Access questions within 2 business days. If you have questions or concerns with your health care, such as a prescription renewal, please contact your doctor or the hospital directly.

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Is my activation code my user ID?

No, your activation code is not your MyChart ID or password. You will use the activation code when first logging into MyChart. The code will expire after you have used it or after 90 days. When you log into MyChart the first time, you will be asked to create your unique MyChart ID and password.

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I forgot my password. What should I do?

You may contact our MyChart Patient Support through our HELP screen to request a new, secure password. You may also click the "Forgot password" link on the sign-in page to reset your password online. Or, you may call our support line at 1-888-97CHART (1-888-972-4278).

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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?

Contact our support via the HELP screen and after we verify your information, a new activation code will be sent to your preferred method of communication such as an email address or a phone number. You may also call our support line at 1-888-97CHART (1-888-972-4278).

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Where can I update my personal information including my password?

To update personal information, please log into MyChart and from the Preference tab, select the appropriate option.

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I was logged out of MyChart, what happened?

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. If you were logged out in error, please follow these instructions.

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

For your security, your activation code expires after 90 days and is no longer valid after the first time you use it. If you still have problems, contact our support via the HELP screen. Or, you may call our support line at 1-888-97CHART (1-888-972-4278).

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When can I see my test results in MyChart?

Test results are released to medical staff as the results are available. Typically, test results are released to MyChart for your review within 4 days, or less, after test has been resulted.

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Why are certain test results not shared electronically via MyChart?

Tests of a sensitive nature are not released to MyChart. Furthermore, if you are a proxy for another patient, you may not see all health information due to state law restrictions. Example information that may not be available for view by the proxy is as follows:

  • Lab Test Results:
    • Sexually transmitted diseases, including HIV, test results
    • Drug test results
    • Pap smear test results
    • Pregnancy test results
  • Past Visits or Admissions or Upcoming Visits to departments or units:
    • Mental Health clinic departments / hospital units
    • Drug & Alcohol treatment clinic departments / hospital units
    • Sexual Abuse clinic departments / hospital units
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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 the electronic medical record at your doctor's office or from a hospital visit. Please contact your doctor either through a secure MyChart Message (which is available to you once logging into MyChart) or by phone to request a correction or call the hospital’s HIM department directly. Your health information is reviewed and updated in your electronic medical record during each visit to your doctor or at a hospital.

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

You will receive an answer to a MyChart message within 1 to 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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Who do I contact if I have further questions about MyChart prior to enrollment?

You may submit a detailed question to our support staff on our HELP screen regarding MyChart access, or call 1-888-97CHART (1-888-972-4278). Our support representatives will respond to your MyChart Access questions within 2 business days. If you have questions or concerns with your health care, such as prescription renewal, please contact your doctor or the hospital directly.

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What is MyChartCentral and Lucy?

MyChartCentral is a secure web site portal maintained by Epic Systems Corporation that helps you conveniently organize your health information and connect multiple MyChart accounts. Lucy is a feature of MyChartCentral that allows you to view, enter, and manage your own personal health information. With Lucy, you can enter information about your health that you maintain and update.

MyChartCentral and Lucy are not maintained by SSM Health. For more information on MyChartCentral and Lucy, please click here.

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What is the Patient Health Summary?

The Health Summary contains your MyChart information in one convenient place. The Patient Health Summary is a portable copy of your allergies, medications, current health issues, procedures, test results, and immunizations from MyChart. You may download your summary onto a USB drive and share with family or other health care providers.

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What is the Continuity of Care Document?

A Continuity of Care Document is a summary of a specific visit. The Continuity of Care Document is a portable copy of your allergies, medications, current health issues, procedures, test results, immunizations and includes information regarding upcoming appointments, patient instructions and other visit specific details. You may download your Continuity of Care Document onto a USB drive and share with family or other health care providers.

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How can I get help if I have a question about Lucy or MyChartCentral?

You can access the “Request Help” hyperlink at the bottom of the screen from the MyChartCentral login page or from the homepage after logging into Lucy or MyChartCentral. The “Request Help” hyperlink allows you to submit a question or comment. After you submit the form, you will receive a response via e-mail that will address your concerns.

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What if I don’t have multiple MyChart accounts?

Even if you have only one MyChart account, you can still use Lucy as your personal health record. MyChartCentral can provide access to your MyChart account and to Lucy with a single username and password.

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How do I sign up for MyChartCentral and Lucy?

1. Log in to your SSM Health MyChart account.
2. Under the ‘My Medical Record’ tab at the top, choose the ‘Medical Tools’ section, then select ‘Lucy and MyChartCentral’.
3. Follow the instructions on the screen, and then select the blue button that reads “Link Me up with Lucy and MyChartCentral”.
4. On the MyChartCentral page, select ‘Create a New Account’.
5. Complete the steps listed on the screens that follow.
6. Check your e-mail account for an activation message and follow the activation link to get started!

After completing the sign up process, you may access MyChartCentral by navigating to www.mychartcentral.com or mychart.ssmhc.com within your web browser.

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What are my payment options via MyChart?

The Payment option through your MyChart site is by credit card or debit card. Credit cards accepted include American Express, MasterCard, Discover, and VISA. Payments will be processed immediately and are posted to your account once you receive the confirmation code.

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Is this website safe for credit card transactions?

Yes. The transaction portion of this website is protected with the latest encryption software from Instamed, an industry leader in secure transaction software.

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Can I pay my bill over the phone?

Yes. We accept debit or credit card payments (American Express, MasterCard, VISA or Discover) over the phone. You can also pay online or via MyChart 24 hours a day. If you would like for a customer service representative to take your payment over the telephone, we are available to help. For Billing office hours and phone number refer to the information on your statement.

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Can I view my account balance via MyChart?

Yes. Click on the account summary hyperlink to view all details of your charges.

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Is there a fee for making my payment via MyChart?

No. There is no fee for making a payment through MyChart.

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Who do I call if I have questions about my bill?

Any questions you have can be answered by contacting our billing office listed at the top of your statement.

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What if I overpay and a refund is due?

Once your insurance company has made final payment and your true overpayment is assessed, our billing office will refund the appropriate amount.

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What if there is a mistake on my bill?

If you feel there is a mistake on your bill from SSM Health, please contact our billing department listed at the top of your statement.

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How long do I have to pay my outstanding medical bills?

There is a due date on your bill. If you are not able to pay the entire amount of your bill at one time, we offer several programs to fit your needs. Please contact our billing office listed at the top of your statement for more details.

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How will I know if my insurance company has paid my bill?

Once your insurance company has paid its portion of your bill, you will receive an Explanation of Benefits (EOB) update from your insurance. When SSM Health has accepted payment from your insurance company, a new statement will be sent to you reflecting the credit to your account and your updated balance.

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Why is my co-payment (co-pay) or deductible due at the time of service?

Per your contract with your health insurance company, you may be responsible for up-front payments. If you have questions concerning your financial responsibility, please call the customer service number on the back of your insurance card.

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If I pay my co-pay/deductible, will that be the end of my financial responsibility?

Co-payment/deductible amounts are determined by the agreement you have with your insurance plan. Depending on the terms of your insurance plan, you might also have a co-insurance obligation to meet. Additionally, there might be procedures that are not covered by your plan. You will need to contact your insurance company about the terms of your agreement.

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If I don’t have insurance, can I still receive physician office services?

As a Catholic health care ministry dedicated to the communities we serve, SSM Health has provided exceptional health care services to our patients, regardless of their ability to pay, since 1872.

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What if my insurance doesn't cover the entire cost of my care?

Insurance does not always cover an entire medical bill. If you are having difficulty paying the full amount of your bill, please contact our billing office listed on your statement to discuss payment plans or eligibility.

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What should I do if I disagree with how much my insurance company has paid on my bill?

If you have questions regarding payment, call your insurance company for an explanation of payment. If the insurance company finds that an error was made, note the information and to whom you spoke at the insurance company. Request an anticipated payment date and ask if they need anything to complete processing. If the insurance company feels the bill was paid correctly and you still disagree, find out from the insurance company what you need to do to file an "appeal" with them. Filing an appeal will not guarantee that the insurance company will pay more on your bill, but the claim will be reviewed for reconsideration.

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MyChart Mobile App is Available for iPhone® and Android™!

What is it?

MyChart is an application (app) for Android™ phones and tablets, and Apple® devices such as an iPhone®, iPad ™, and iPod touch®. This app provides fast, secure access to the most frequently used features of MyChart. With this app, a user can quickly and easily access his/her medical records, send private messages to physicians and providers within SSM, see upcoming and past appointments, get lab results, proxy access and much more.

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Why would I use MyChart Mobile?

Epic MyChart Mobile offers mobility, instant access and convenience. Users are not required to be in front of a traditional desktop or laptop computer to access the benefits of MyChart.

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How do I get it?

To use MyChart Mobile app, you must first have a MyChart account. If you do not already have a MyChart account, contact your SSM physician office and ask how to obtain an activation code.

The MyChart Mobile app is free, and is only available for Android™ and Apple® devices. To get the app, you need an Android™ phone and/or tablet, iPhone®, iPad ™, and iPod touch®. From one of those devices, go to the App Store application. Alternatively, you can access the App Store on a desktop or laptop computer, download the app, and install it when the mobile device is synched.

For iPhone®, iPad ™, and iPod touch® Visit the iTunes app store to download the MyChart app. Select SSM Health as your provider. iTunes - Download the MyChart app

For Android™ Visit the Android Market to download the MyChart app. Select SSM Health as your provider. Android Market - Download the MyChart app

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