myBayCare FAQ

Getting Started

Who can sign up for myBayCare?

Anyone 18 or older can sign up for myBayCare.

Where do I start with myBayCare?

• First, you’ll need to register for a myBayCare account.
• If you received an activation code:
  • On your After Visit Summary: Go to my.baycare.net. Click the 'Sign up now' button and enter the activation code.
  • Via Text or Email: Click the link and follow the prompts. The link will take you to the LiveWell with Advocate Aurora (a BayCare partner) page. The username and password you create for your LiveWell account will be the same username and password you will use when logging into myBayCare.
• If you don’t have an activation code, you can create a myBayCare account by answering a few questions. Your answers will be used to connect your new account with your existing medical record.

What if I don’t have an email account?

You will need to create an email account to access myBayCare.

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

For your security, your activation code expires. If that happens, you can create a myBayCare account by using the self-sign up.

Will all my information transfer to myBayCare when I register?

• All of your information should transfer to myBayCare. If you notice information missing you can send us a 'Customer Service Question' message from your myBayCare account or call us at 1-855-642-6903.
• If you have difficulty messaging your provider directly, contact the myBayCare support team, or call us at 1-855-642-6903.

Missing or Incorrect Information

I just registered for myBayCare and none of my information appears. What should I do?

Confirm you have created your myBayCare account with the correct organization. This is for BayCare Clinic in northeastern Wisconsin.

If you’re a new patient, once you have your first office appointment with a BayCare Clinic provider, our office can help get your medical records transferred to our system.

Your account information doesn’t match your medical records: If the name on your medical records is Melissa, and the myBayCare name you used to register is Missy, the system may not recognize the match. If you registered for myBayCare with the wrong name or information, call Customer Service at 1-855-642-6903.

Have you seen providers at BayCare Clinic in the past?

We may be having trouble matching your myBayCare records to our electronic health record system. Please contact the myBayCare support team. From myBayCare, select Messaging > Ask Customer Service and follow the on-screen prompts to send us a message.

You may request updates to your information through myBayCare. Updates may not appear in your record until reviewed by clinic staff.

Can I access myBayCare through my tablet or mobile device?

Yes, by downloading Epic’s MyChart app, or by going to the myBayCare home page.

How do I change the email address I used for myBayCare?

From the Menu, go to Communication Preferences. Under Contact Information, choose Edit. Update your email address, then select Save Changes.

Security and Sign-In

When I try to sign in to myBayCare, I get a message that says, "Invalid username or password." What should I do?

• The password field is case sensitive. Double check to make sure your Caps Lock key is not on.
• Make sure you’re not entering extra spaces in either the username or password fields.
• Try recovering your username or resetting your password by choosing the Forgot Username? or Forgot Password? links beneath the Sign In button.
• Repeated failed attempts will result in your account being disabled. Recover your password or account before 5 failed attempts to avoid getting your account disabled.

Information About Test Results

In compliance with the 21st Century CURES Act, BayCare Clinic provides patient portal access to test results and clinic notes shortly after completion. Please note that you may have access to your test results before your care team has reviewed them. If you review test results and have questions that need to be addressed before your appointment, please call the office.

What kind of test results are available in myBayCare?

You’ll be able to view test results for lab work, imaging, pathology, and other tests

How can I see my test results?

Select 'Test Results' for a list of results available. Please note that if your tests were taken at a hospital, be sure to check the Show Hospital Results box on the main Test Results page.

Why have I received emails about the same test results more than once?

Your provider may add comments to your test results after they’ve been released to you, which may send an email notification.

Is there a way to print more than one lab or test result at a time?

No, but individual lab results may be printed.

Can I compare multiple lab values for the same test?

Yes, by selecting Test Results and then Past Results or the Graph of Past Results within an individual result.

Why can’t I see my test results?

Test results may be posted within a few hours or a few weeks, depending on the test. Once test results are available for viewing, you’ll get an email notification that you have a new test result.

Additionally, you may not see results for tests from other health organizations, tests that are of a sensitive nature (e.g., HIV test results, tests for Huntington’s disease and procedures marked “confidential”), or test results that include scanned images.

Test results are listed in order of when the test was performed, not when the results were released. The Test Results tab will contain a new test result, but it may not be at the top of the list.

If you have multiple accounts linked to one email address, the message may relate to any one of the myBayCare accounts. For example, if a husband and wife share an email address and they both have myBayCare accounts, a new test result email message could relate to either the husband’s or the wife’s medical record.

If you have access to a proxy’s/dependent’s myBayCare account, the message may be regarding a test that your proxy/dependent has had. Check to see if the result has posted in their account.

Appointments

Can I make an appointment with a provider I have not seen previously?

If you would like to see a BayCare Clinic provider, and it is your first time seeing that provider, request an appointment through BayCare Clinic’s website.

How can I cancel an appointment?

From Visits, select Upcoming Visits and then select the visit you would like to cancel.  Click the Cancel button.

Can I PreCheck-In to my upcoming appointment?

Yes.  Prior to your upcoming appointment, you will get a notification that you can PreCheck-In for your upcoming appointment. PreCheck-In allows you to update contact information, address, medications, allergies, and current health issues. It also allows you to update insurance information and upload insurance cards, saving you time before and during your visit.

Video Visits

What is a video visit?

Video visits are a way to get medical care virtually. You can have a secure, private visit from the comfort of home – or wherever you happen to be.

Video visits are available with some specialists. During a video visit you meet with your provider via video instead of coming into the office.

Are video visits safe and private?

Doxy.me is a secure portal for video visits with your provider. You can complete a video visit using an internet browser on any computer or mobile device with a camera and microphone. You do not need to download software or create an account.   

Can I use insurance to cover the Video Visit?

You should check with your insurance company to confirm that video visits are a covered service. We will bill your video visit with your specialist or another member of your care team to your insurance and they are subject to any co-insurance, co-pay or deductible – just like an in-person visit. If you are paying out of pocket for your video visit, contact BayCare Clinic Customer Service at 888-550-5384.

Prescriptions, additional tests, or other services will be billed to insurance. Only the consultation, diagnosis, and treatment plan are considered part of the video visit.

When should I use a video visit with my specialist or another member of my care team?

Contact your provider to see if your visit can be done via video. If your provider decides it's appropriate for your situation, they will work with you to schedule your appointment.

How do I prepare for my video visit appointment?

Video visits can be done using a computer or mobile device with a camera/microphone and internet access. 

How long should I wait for a video visit with my provider, or another member of my care team to begin?

Please wait for 15 minutes past the scheduled start time of your visit. If your provider hasn't joined the visit by then, leave the video visit and contact their office to reschedule.

Can someone else, like a family member, join my video visit?

If a friend, family member or caregiver attends your in-person appointments for your assistance or comfort, they can also join your video visit.

Can my video visit be canceled?

Yes.  From Visits, find the cancellation option or call your provider’s office.

At any time during the video visit, your provider may advise you to seek in-person treatment. If it appears that your symptoms suggest an emergency, they will advise you to seek care at the closest emergency department.

Information About Medications and Prescriptions

How do I request a prescription refill?

From Medications, click 'Manage My Pharmacies' and follow the prompts. It generally takes two business days to process a prescription refill request.

Billing Information

What bills can I see and pay through myBayCare?

You will be able be able to see and pay bills for all BayCare Clinic providers (excluding Oral & Maxillofacial Surgeons BayCare Clinic).

How can I pay my bill?

Use this link to get to our quick pay.

To pay your bill using the myBayCare website, select Menu. Under Billing choose Billing Summary. Select BayCare Clinic to make a payment to your BayCare Clinic account.

How will I receive my bill?

All myBayCare users are automatically enrolled in paperless billing. This means your bills will automatically be uploaded to myBayCare to view instead of receiving them in the mail. You will be notified via text message and email when a new billing statement is ready to view. If you prefer getting your bills in the mail, you have the option to opt out of paperless billing in your myBayCare account settings.

How can I view my past statements?

Under the Communications Tab, you can see past statements and billing letters.

How can I get a detailed bill for my taxes?

Under the Details Tab, right click on the visit and click on Print.

I was told my credit card would expire before the end of my payment plan. What should I do?

You can update your credit card information on myBayCare or you can call our Patient Financial Support Team at 1-920-405-5391 or toll-free at 1-888-518-5556 to update the credit card on file.

How can I update my insurance?

You can give us a call 1-920-405-5391 or toll-free at 1-888-518-5556 to update your insurance or you can send us a Billing Customer Service portal message and attach a copy of your insurance cards.

Information About Messaging and Notifications

How do I view my messages?

Click Messages to view conversations. Any unread messages will be displayed in bold.

How do I send a message to my provider?

Select Messages and click Send a Message. Select Medical question and follow the prompts. If you would like to attach a photo to your message, select the paperclip icon and attach it. When sending a photo via myBayCare, remember that the image will be added to your electronic health record, so it should be related to your medical condition.  There can be limits to the file size of images that are uploaded.

When can I expect a reply to a message?

Generally, you can expect a reply within 2 business days. If your question requires a same-day response, please call your provider’s office. 

Why is my provider’s name not listed so I can send them a message?

A provider will not appear unless you’ve seen them in the last three years, or you have an appointment with that provider in the next 30 days. Or your provider may not have messaging enabled through myBayCare. If you're unable to message your provider, call their office directly.

How do I know the messages I send are secure?

BayCare Clinic complies with all Health Insurance Portability and Accountability Act (HIPAA) security requirements to ensure your protected health information is secure. Messages sent through myBayCare are sent via a secure connection directly to your care team.

Why does myBayCare time out when I’m typing my message?

The Health Insurance Portability and Accountability Act (HIPAA) requires an automatic timeout for your security. Before a timeout occurs, you’ll get a two-minute warning message to let you know time is almost up.

What triggers email notifications?

You may receive email notifications related to:

• New messages from your provider
• New or updated test results
• Health maintenance reminders
• Filled prescriptions
• Requested medical records
• Wait list offers

If you’re responsible for someone else’s health care, you can request proxy access to their medical records.

How can I request access to a child’s medical information?

Proxy access to a child’s medical record can only be granted to a child’s parent or legal guardian. You can request access through your myBayCare account.

Due to state and federal regulations, BayCare Clinic limits online access to the records of children ages 12-17. For children ages 12-17, myBayCare will only allow you to view immunizations, allergies, family history, and past appointments, and to send a message to the child’s provider. After visit summaries for any visit, medication lists and the ability to request refills for your child aged 12-17 are not available. 

• Click Menu and scroll to Request Family Access.
• Select Child Proxy and follow the prompts. Access is generally available within a few business days. 

How can I request access to an adult’s medical information?

To access the record of an adult, if you do not have Power of Attorney, the adult will need to grant you access to their medical record by completing the proxy invitation form.

If you do have Power of Attorney, complete the authorization proxy access form to request access to their records.

If you have legal authority to make decisions for another person, you will need to provide a copy of the legal documentation (such as Power of Attorney).

Why do I need proxy access if I’m already the Power of Attorney?

While Power of Attorney lets you make certain decisions about another person’s health care, proxy access allows you to view their medical information within myBayCare.

How can I see the accounts I’m proxy for?

Click on your name to see a list of names for which you have proxy access and select the name of the person whose account you’d like to access.

Why can't I see the medical information if I’m their proxy?

There are a few reasons you may not be able to see their information:

• We may not have the correct authorization forms on file for you to see that person’s records.
• Your access expired because your child turned 18 years of age.
• If you’re proxy to an adult, they may have revoked your access.

If you don’t see your child’s account listed, go to Menu and scroll to Request Family Access, select Child Proxy

Can I grant someone proxy access to my account?

Yes, you may grant Proxy Access to another individual by selecting Give Access.  Please note that your proxy will be able to view all medical information available in myBayCare, which may include records from Advocate Aurora Health providers and other providers using the same Epic platform. 

Request or share your medical records

How can I request my medical records?

 To view available notes after an appointment, click on Visits to find the date of the appointment. Click on View Notes or View After Visit Summary. These documents can be printed by clicking the printer icon.

To request records from BayCare Clinic:  From Menu find Request Medical Records and follow the prompts.

BayCare Clinic has a central Release of Information (ROI) department that processes medical record requests for all BayCare Clinic locations and specialties. All medical record requests must be directed to the ROI department. Please DO NOT send requests to the provider’s office.

Note: The records will be sent electronically to your portal account within one business day.

Sharing my medical records

Share Everywhere is a way for you to share your health information with people taking care of you. Using myBayCare, you can generate a “share code”. The share code may be given to providers who are not on our health record system so they can access your health information. Share Everywhere allows providers to receive one-time, temporary access to your health information.

Happy Together

Patients can see their health information from other organizations that use the Epic record in myBayCare through Happy Together. An existing medical record from another organization can be linked to your myBayCare account to view your medications, allergies, and problem list from the outside organizations.

How far back do health records go on myBayCare?

myBayCare will display your most recent medical records – usually from the past several years. BayCare Clinic began using electronic health records on 06/11/2014.