FAQ

We've made PortalConnect easy to use but we understand you may have questions on how to use your Patient Health Portal. Here are answers to the most frequently asked questions about the platform.

Account and Membership Plan   |   Appointments   |   Billing   |   Communication   |   Providers and Care Team

 

Account and Membership Plan

Account and Membership Plan

How do I cancel my account?

Instead of removing your entire account, perhaps you would like to just cancel your relationship with a specific provider’s practice.

That way, you will still have access to your personal health information.

If you decide to delete your whole account and are subscribed to at least one of your provider’s membership plans:

  1. Send us an email at info@portalconnect.net or fill out a support request to have your account removed.
  2. Please provide your date of birth and the answer to your secret question in order for us to validate your identity.

How do I change my password?

  1. Access the Account menu by clicking on your name or profile picture in the upper right-hand corner of the screen.
  2. The Account tab is available in the pop-out menu.
  3. Once in the Account section, click the Change Password link.
  4. Fill out the fields that appear and click Save at the bottom of the screen.

How do I enter my medical information?

The Health Record is the section where you may complete all health profile information in your PortalConnect account.

Please take the time to review and complete your record, through the Health Record menu.

You may complete your Health Record, including the Allergies, Conditions, Medications, Immunizations, Vitals and Social History sections.

How do I subscribe to a membership plan?

You must subscribe to at least one of a provider’s plans in order to schedule an appointment with him/her, or in order to send him/her a secure message.

  1. Log into your PortalConnect account and choose from the available membership plans to subscribe.
  2. To complete your subscription to the plan that you have selected, you must enter your billing information in the Card Information window and accept the membership Terms and Conditions. This information will be integrated into your account. If the plan you chose holds no associated fees, the credit card information is optional.
  3. If you do not see any membership plans available, please contact your Doctor’s office directly.

 

How can I manage a family member’s account?

In order to manage a family member’s account, you must first be subscribed to a Family or Family Guardian plan.

  1. Contact your practice or Customer Support at info@portalconnect.net to subscribe to a family plan or to upgrade your current membership.
  2. Once you have a family plan, you can access the Change User menu by clicking the your name or profile picture in the upper right-hand corner of the screen and selecting the account from which you wish to schedule appointments, send messages or perform other actions.
  3. If the family member account you wish to manage is not visible in the Change User menu, please contact your health care provider to request access to their account.

How do I create an account?

Welcome to PortalConnect! Before you can to log into the platform, you must have a username and password. If you have recently signed in for an appointment on your Provider’s check-in kiosk, you should have created your username and password. If not, please contact the Customer Support Team by emailing info@portalconnect.net to request your Activation Key.

  1. You will receive an email from your provider containing a link to a secure form and instructions to create your account.
  2. Complete the secure form. All fields marked with an asterisk are mandatory. You must enter the activation key your provider has given you.
  3. Once you have filled out all fields, click the Submit button to access the Login form.

How do I activate my account?

Consult the following document for the activation instructions: Handout_PortalConnect_Activation

 

Appointments

Appointments

How do I view past visits?

To view past visits:

Click the Appointments menu and then select the sub menu option for the Past Visit Notes section. Your complete list of past visits is displayed.

How do I make an appointment?

  1. Click the Appointments menu
  2. Then select the sub menu option Book Appointment.
  3. Select a provider in the Which provider? menu.
  4. Select an appointment type in the What kind of visit? section.
  5. In the When? section, choose your appointment date by clicking a day on the calendar. You will not be allowed to select dates on which your provider is unavailable. Available dates are represented in blue. Unavailable dates are faded.
  6. Select the time of your appointment.
  7. In the Reason for visit? section, indicate the reason for your appointment request.
  8. Click Add Attachment if you want to append a file to your request.
  9. Click the Schedule button to submit your appointment request.
  10. A second screen provides a detailed confirmation of your visit. Click OK to close the window.
  11. You are then redirected to the main PortalConnect page.

How can I see a history of all my visits?

You can view your visits by:

  1. Clicking the Appointments menu
  2. Clicking one of these sections to access your visits by time frame: Upcoming Appointments or Past Visit Notes .

How do I cancel an appointment?

If you need to cancel an appointment:

  1. Go to the Appointments menu.
  2. Go to the appointment you want to cancel and click Cancel Visit.
  3. A cancellation confirmation message appears. Click Yes.

Your appointment is now cancelled. Please note that there may be a cancellation fee based on the plan you are subscribed to. If so, a message will appear and you will have the choice between going forward with the cancellation or keeping the visit in your schedule.

 

Billing

Billing

Can I see the list of previous charges?

Yes. Your list of charges is in the Account section.
To view the list of previous charges, click the See my bills link in the Home page, or:

  1. Access the Account menu by clicking the user name or profile picture in the upper right-hand corner of the screen.
  2. Click the Billing History tab.
  3. To view detailed charges, click the Details link in an invoice row. The Invoice Details screen will open.

How can I update my payment information?

To update your payment information:

  1. Access the Account menu by clicking on the user name or profile picture in the upper right-hand corner of the screen.
  2. In the Profile section, select the sub menu option “Payment” replace the existing information with the valid card data (credit, debit or HSA) in the New Card Number field.
  3. Click the Save button.

Your card information (credit, debit or HSA) is updated.

Are there any penalties for cancelling an appointment?

It is up to each provider to determine whether he or she charges a cancellation fee. When there is a fee, the provider also determines the amount and the time-frame that it applies to. For example, your provider could decide to charge a cancellation fee if you cancel your appointment less than 24 hours before the visit.

 

Communication

Communication

How do I contact support ?

Simply send an email to info@portalconnect.net or call 1-866-779-1526

Can I ask for medical advice on the customer service line?

Unfortunately not. Our Customer Service Team are always available to answer any question you may have about PortalConnect, but they are not doctors.

How do I contact my healthcare provider?

In case of emergency, immediately dial 911

For urgent medical matters, call your physician’s office.

If you need to communicate with your provider for a routine matter or for any purpose that is not an emergency, you can send him or her a secure message directly from PortalConnect, as long as you have a plan that includes secure messaging.
You can also schedule an appointment with your provider.

To send a message to your provider:

  1. Go to the Messages section and click the Compose Message link.
  2. In the To field, type the first letters of your provider’s name and select him/her in the menu that appears. Enter your Subject and Message. You can also append a document to your message by clicking Add Attachment.
  3. Click Send to transmit the message to your provider.

How do I send a secure message to my provider?

PortalConnect offers a secure message section where you receive messages from the system and your provider. Using this tool, you can communicate with your provider efficiently and securely. 

To send a secure message to your provider: 

  1. Go to the Messages section and click the Compose Message link. 
  2. In the To field, type the first letters of your provider’s name and select him/her in the menu that appears. Enter your Subject and Message. You can also append a document to your message by clicking Add Attachment. 
  3. Click Send to transmit the message to your provider. 

System messages are automated PortalConnect messages. These include confirmations when you subscribe to your provider’s membership plans and when you book appointments. Messages you receive from your provider are in your Inbox, in the Messages menu. 

Unread messages are indicated by the blue vertical bar to the left of the message. Click in the row of a message to read its contents. 

 

Providers and Care Team

Providers and Care Team

Can I get prescriptions from my care provider?

Yes. Your provider can manage prescriptions in two different ways, within the system we use to generate them.
Your provider may:

  • Print them and then give them to you in person;
  • Transmit them directly to your pharmacy.

You can let your provider know your preferred way to handle prescriptions.

How do I get more info about a provider?

The provider’s profile contains their information:

  1. Access the  Account  menu by clicking the user name or profile picture in the upper right-hand corner of the screen. 
  2. Click on the Memberships section  
  3. Under Care Team you can select the provider’s detailed profile page, you may view the contact information, services offered, membership plans as well as the provider’s philosophy and background. 

How do I ask for a refill?

The best way to proceed with this is to select Medication Renewal in the Home page, check-off the medications you need renewed, and send the request to your provider.

Your doctor may want to book an appointment before filling the renewal request or may choose to renew without an appointment.

How do I locate my lab results?

Whenever there is a lab result shared with you, you will receive an email notification that you have a new secure message in your Portal Connect account.  

In order to have access your labs, please follow the following instructions: 

  1. Log into your account;
  2. Go to the “Labs” tab;
  3. Here you can see all the Lab results that have been shared with you
  4. Locate the lab result you are looking for by clicking on “Last result on” to filter the results and to locate the most recent lab result. 

If you cannot see the lab result you are looking for, please contact your doctor to verify that the result has been shared with you.