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MYchart Frequently Asked Questions

Enrollment Questions
What is MYchart?
Is there a fee to use MYchart?
Can I view my child's health record in MYchart?
How do I sign up?
Who do I contact if I have more questions?
Your Medical Record
When can I see my test results in MYchart?
Why are some test results not shared in 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?
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?
Billing Questions
Why can't I see my bill in MYchart?
How are my charges estimated?
How do you determine how much I’ll be responsible for paying?
Why doesn’t my estimate include the surgeon’s fees?
How do you determine what my insurance carrier will pay?
Why does my estimate have such a large range of potential charges?
Will I have to pay any amount more than the estimated charges?
Why can’t I get an estimate for an office visit with my specialist physician?
What do I do if I don’t have insurance and can’t afford the estimated charges?
Why can’t you provide an estimate using my insurance?
Can I get an estimate for a hospital inpatient admission?
Why do you need my insurance information to provide an estimate?
What if my insurance coverage changes before services are provided?
What if my child is covered by two different insurance plans?
I have an estimate. Does this mean the service will be covered by my insurance carrier?
Technical Questions
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?

What is MYchart?

MYchart offers patients and their parents/legal guardians secure on-line access to portions of their medical records.With MYchart, you can:

  • Request medical appointments.
  • View your health summary from the MYchart electronic health record.
  • View most test results.
  • Request prescription renewals.
  • 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 the patients of Children's Healthcare of Atlanta and our MYchart particpating practices.

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Can I view my child's health record in MYchart?

Yes you can. This is called Proxy access and allows a parent (or guardian) to view information regarding their child.

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How do I sign up?

Patients and parents/legal guardians 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 a username and password. If you were not issued an activation code you may sign up during your next office visit or request an activation code online.

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Who do I contact if I have more questions?

Email us at MYchartSupport@choa.org, or call our Contact Center at (404)785-7844.

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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 7-14 days after you take the test.

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Why are some test results not shared in MYchart?

State laws and technical limitations prevent certain results from being released through MYchart, including pregnancy, drug or substance abuse, genetic testing and some imaging. General labs (blood, urine and cultures) and imaging (X-ray, CT and MRI) will be released. Contact the doctor who ordered the test if you have questions.

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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, or send your provider a secure message. 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 2 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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I forgot my password. What should I do?

You may call our Contact Center at (404)785-7844 to request a new, secure password. 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?

Contact us at (404)785-7844 and we can discuss the best option for you to receive a new activation code.

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Why can't I see my bill in MYchart?

In order to see your statement and pay your bill, you must be the guarantor for the account. If you are unable to see your bill, please reach out to 404-785-5589 for further assistance.

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How are my charges estimated?

Estimates for radiology and laboratory services are generated based on Children’s current charges for the procedure.

Surgery estimates vary based on many factors such as how long the procedure takes, anesthesia, and medications that may be administered. The price estimator tool generates a range of charges based on Children’s cases over the past 12 months. Your out-of-pocket estimate is based on the median charge. Children’s verifies your benefits with your insurance carrier at the time of the estimate to determine your plan details, such as remaining deductible and coinsurance. The breakdown will be included in the detail of your estimate. 

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How do you determine how much I’ll be responsible for paying?

After your appointment, Children’s will first bill your insurance. Once your insurance processes the claim, they will generate a payment for Children’s and provide you with an Explanation of Benefits (or EOB) that details how the charges incurred were paid. The EOB will also identify the amount you are responsible for paying. Please contact your insurer for information about your plan benefits.  

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Why doesn’t my estimate include the surgeon’s fees?

Your estimate will include surgeon fees when performed by a Children’s Physician Group provider. Some procedures at Children’s are performed by private practice physicians or independent contractors. If your doctor is not a Children’s Physician Group provider, they will bill their charges independently of any Children’s charges, and you will be billed separately for that portion of the procedure. Your doctor’s office may be able to give you an estimate of those fees.  

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How do you determine what my insurance carrier will pay?

Our patient estimates are a combination of the range of charges expected for your child’s service as well as coverage and benefit information that your insurance carrier provides us with. Just as there are many factors that can impact the charges your child will incur for the scheduled service, there are many factors that may impact what your insurance carrier considers to be an “allowable charge”, meaning, what the insurance carrier will pay for that particular service, procedure, drug, or supply. Additionally, it is important to consider the rules of your benefit plan that can also impact how a service, procedure, drug, or supply is paid. As a result, both the charges and patient responsibility that Children’s has estimated may vary once the service has been performed, billed, and paid by your insurance carrier.  

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Why does my estimate have such a large range of potential charges?

Surgery charges vary based on many factors such as length of procedure, type and dosage of medications administered, and any complications that could arise either during or after the procedure. The price estimator tool generates a range of charges based on real historical cases performed at our hospitals over the past 12 months. Your out-of-pocket estimate is based on the median charge.  

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Will I have to pay any amount more than the estimated charges?

This is an estimate only and is not an agreement by Children's to accept the estimated out-of-pocket responsibility as payment in full for services rendered.

The actual charges on your statement may vary from the estimate for a variety of reasons which may include, but are not limited to:

  • Your child's medical condition, additional tests or procedures that may be required but are currently unknown,
  • Other unknown circumstances or complications that may arise,
  • The final diagnosis, or
  • Other treatments that may be ordered by the attending physician(s).
  •  

While Children's attempts to provide an estimate of the cost and apply your benefits as accurately as possible, there may be significant variations between the estimate provided and the actual charges. Children's cannot guarantee that your insurer will either cover or pay for services that may be included in this estimate. Please contact your insurer directly for more information about your out-of-pocket obligations or to determine if this is a covered service under your benefit plan.

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Why can’t I get an estimate for an office visit with my specialist physician?

The price estimator tool is available for services provided at any of our hospital locations - Egleston, Scottish Rite, and Hughes Spalding. Please contact us directly if you would like to request an estimate for services not listed in the tool. We also encourage you to contact your insurer for information about your plan benefits, such as coinsurance, specialist copays and your plan deductible.  

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What do I do if I don’t have insurance and can’t afford the estimated charges?

Children’s has a team of Financial Counselors who will help your family identify assistance programs for which your child may be eligible. If you currently do not have insurance coverage, please contact them at 404-785-5060 or send an email to FinancialCounselingDept@choa.org. In addition, your child may be eligible for financial assistance from Children’s. Please note that if you decide to proceed with a scheduled service without insurance, a deposit prior to service may be required. Children’s will contact you prior to the appointment to discuss your options.  

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Why can’t you provide an estimate using my insurance?

The price estimator tool is available for insurance carriers where Children’s is in network and able to verify benefit information electronically. If your insurance carrier is not listed, please contact us at PaymentEstimator@choa.org and we will do our best to determine your estimated out-of-pocket costs. Please note that Children’s is unable to accept health-share plans.  

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Can I get an estimate for a hospital inpatient admission?

It is very difficult to determine out-of-pocket costs for an inpatient admission. During your child’s stay, they may see many different providers of different specialties. Those providers will make recommendations and order medications, or treatments based on your child’s individual needs. The sole focus of our doctors, nurses and staff is caring for your child and ensuring they are comfortable throughout your stay with us. No matter what your child’s health condition, you can be confident in our experience and skill in treating it. We also encourage you to contact your insurer for information about your plan benefits, such as inpatient coinsurance or the out-of-pocket max.

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Why do you need my insurance information to provide an estimate?

Children’s verifies your benefits with your insurance carrier in real time to determine your plan details, such as remaining deductible and coinsurance. The details included in your estimate are based on the response Children’s gets from your insurance carrier.

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What if my insurance coverage changes before services are provided?

The estimate provided today will reflect your current benefits. If you have an insurance change, please contact Customer Service at 404-785-5589 to provide your new insurance information. You may also create a new estimate once your insurance coverage is updated or request one from us. Please note that many services require prior authorization, which can take up to two weeks to obtain. To reduce any potential delay of services or billing problems after the service is provided, it is always best to call us with your updated insurance information as soon as possible, prior to your scheduled visit.

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What if my child is covered by two different insurance plans?

The price estimator tool cannot take into account multiple insurance plans. Children’s will first bill your primary insurance. If there is any patient responsibility assigned by the primary insurance, we will then bill your secondary insurance. We recommend creating the estimate for your primary insurance to see how much may be billed to your secondary insurance. Please contact your insurer for information about your plan benefits as well as how benefits are coordinated between multiple insurance policies.

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I have an estimate. Does this mean the service will be covered by my insurance carrier?

No. The price estimator tool gives you an out-of-pocket estimate for the services assuming all prior authorizations are obtained and the service is covered by your specific benefit plan. We will contact you if our prior authorization request has been denied or requires additional information. Please contact your insurer to inquire about specific benefits and service exclusions that may be defined within your insurance plan.

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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. 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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What is your Privacy Policy?

MYchart 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.

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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 after you log in, 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.

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). After you activate your account, you can download the mobile app for iPhone and Android devices.

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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, email us at MYchartSupport@choa.org or you can call our Contact Center at (404)785-7844.

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