Frequently Asked Questions (FAQs)

The purpose of the Wellstar MyChart FAQs is to provide patients with the fundamental information required to utilize the portal effectively. They help consumers take advantage of the features of the platform, schedule appointments, get access to medical records, and fix common security and troubleshooting problems.

By offering clear answers, the FAQs want to facilitate better patient-provider communication and encourage more patients to take an active role in their digital health management. All things considered, they help users of the MyChart system have a simpler experience.

Wellstar MyChart Frequently Asked Questions

What is Wellstar MyChart?

Wellstar 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.
Send and receive messages securely with your medical care team.

How do I sign up?

You can set up a Wellstar MyChart account by going the login portal and clicking Sign Up, or you can activate your account during an in-person visit with your care team. If you choose to sign up online, you’ll be asked to provide your email address, set a strong password, and enter your phone number and address to verify your identity.

In order to keep your health information secure, you will also be asked to set up 2-step verification (also known as 2FA) during registration.

In some instances, you may be provided with an activation code from your care team that allows you to skip the identity verification steps and only requires you to enter an email address and password in order to create your account.

How can I log in?

Go to the Wellstar MyChart login page.
Enter your MyChart username and password in the spaces provided and
Click on ”Sign In” to access MyChart account.

I forgot my username and password. What should I do?

If you’re having trouble logging in to your Wellstar MyChart account because you forgot your username and or password, click the “Forgot MyChart Username?” or “Password Reset?” link below the log in fields for assistance.

Who do I contact if I have further questions?

You may call our MyChart Patient Support Line at 1 (470) 644-0419.

FAQs for Parents/Guardians

What is proxy access to a MyChart account?

Proxy access grants someone other than a patient access to the patient’s medical records in Wellstar MyChart. Parents and guardians are granted proxy access to their minor child’s MyChart account until the child turns 12.

In other instances, an adult (e.g., an aging senior) may grant proxy access to another adult (e.g., son or daughter) who helps care for him or her.

PLEASE NOTE: The patient does not need to have a MyChart account of their own to grant proxy access to the proxy.

What type of proxy access do parents/guardians have to a teen’s MyChart account?

MyChart proxy access for a child aged 12 through 17 allows parents or guardians to message your child’s care teams on their behalf. It also allows a child’s provider to message the child directly, without including the proxy.

After my child turns 12, what features will a proxy no longer have access to in their teen’s MyChart account?

After a child turns 12, a parent/guardian will no longer be able to use MyChart for functions outside of messaging. This may include:

Directly scheduling appointments for their child
Viewing test results for their child
Viewing messages sent directly to the child from their provider
Viewing after-visit summaries from their child’s office visit
Viewing immunization records for their child

Why does MyChart proxy access change when my child turns 12?

This is an organizational policy in consideration of state laws giving rights to teen patients. On a patient’s 12th birthday, Wellstar changes parent and guardian MyChart proxy access to “messaging only” to comply with state laws regarding the privacy of medical records for teen patients.

If you need assistance adding the proxy message function to your account, please contact your child’s provider’s office.

What does “age of majority” mean?

In accordance with state laws, the “age of majority” is the age when a minor pediatric patient can seek care independently for certain healthcare conditions.

My child is OK with me continuing to have proxy access. Can I be re-added as a proxy to their MyChart account?

Your provider’s office can ensure you have “messaging only” access to your child’s MyChart account. However, in accordance with our organizational policy, parents/guardians may no longer have full proxy access to their child’s MyChart account after their 12th birthday.

What rights do children/teens have to their health information?

All patients have a right of privacy regarding their health information. Once a child reaches the age of majority and can seek and consent to certain treatments on their own without the consent of a parent, Wellstar is required to protect the privacy of the child’s health information, even from the parent.

Though we encourage teens to discuss all issues with their parents, their privacy and rights must be safeguarded. For this reason, and in accordance with state laws, parents and guardians have limited access to their child’s health information by default once they turn 12.

My child turned 12 and I don’t seem to have messaging only access to their MyChart account. How can I add this?

Please contact your provider’s office if you would like access to message your child’s care team through MyChart.

When a patient turns 12, what type of health information can they access in their teen MyChart account?

Teen MyChart provides patients 12-17 with the following access:

MyChart messaging
Online scheduling
Questionnaires
View letters
View only access to allergies
View only access to immunizations
View only access to medications
View only access to health issues
Medications
Medical History

Wellstar App Frequently Asked Questions

What is the Wellstar MyChart App?

The Wellstar App is your personal link to the top-notch care and services we are known for is the MyChart App. It works with both iPhone and Android devices.

Why should I use and download the Wellstar app?

With the app, you may access your medical records and get care from anywhere. This includes your electronic health record, MyChart, same-day treatment, and personalized information and care recommendations made just for you.

Remember that what you can see and do in the MyChart app depends on your healthcare organization’s usage of the most recent Epic software version and the capabilities they have enabled. Speak with your healthcare practitioner to learn more about what’s available.

You need to create an account with the healthcare organization Wellstar Health in order to access MyChart. To sign in, launch the app and choose Wellstar Healthcare Organization. After registration, enable fingerprint authentication or set up a four-digit passcode to log in quickly and save time entering your MyChart login and password.

Do i get Personalized content and care recommendations using Wellstar app?

Yes. The Wellstar MyChart app’s smart assistant not only helps you navigate our care system and receive personalized recommendations, but it also allows us to customize your experience to meet your specific needs.

You can easily take advantage of MyChart’s benefits like:

Accessing your health info 24/7
Messaging your care team
Viewing lab and test results
Scheduling appointments
Video visiting with your provider
Saving time by checking in
And more..

What if I already have the MyChart app?

The Wellstar app seamlessly includes the MyChart app’s full features and experience. In addition, the Wellstar MyChart app also has unique benefits beyond what the MyChart app offers:

It enables you to easily access same-day care through a wide network of Wellstar facilities, in-person or virtually
It delivers personalized content and care recommendations
It connects you to our hospitals and clinics, and to your Wellstar care team

This means you do not need to install both the MyChart app and the Wellstar MyChart app. You will be able to access MyChart’s.

Applying for Financial Assistance

When can I apply for financial assistance?

A patient can apply for financial assistance at any point in their care journey with Wellstar. You can apply if you need help with medical bills you’ve already received or in anticipation of scheduled care.

Also, if you’ve been approved for financial assistance within the last 6 months, you don’t need to reapply to get support for additional care. Just call us to discuss how we can extend your approval timeline. We want you to be able to focus on your health.

If I have insurance, can I still apply for financial assistance?

Absolutely. We know that even patients with health insurance can be left with out-of-pocket costs. We encourage you to check your eligibility for financial assistance and consider applying. Most patients who apply for financial assistance receive support and have some or all of their bills covered.

If you don’t have insurance, ask a financial counselor for help finding an affordable plan and getting enrolled.

What information do I need to apply for financial assistance?

You’ll need to include the following information with your application—it’s an industry standard to require this information to receive financial aid of any kind. If you don’t provide all of it, there may be a delay in processing your application. We understand this is sensitive information, and it is kept confidential.

Copies of the most recent income information for each person in the household such as pay stubs, Social Security, unemployment, retirement, pensions, etc. If you’re self-employed, please provide a 90-day profit and loss statement.

If the household is receiving financial support from family or friends, provide a letter detailing that support. If there is no income to report, please provide a letter of explanation. You may be asked to provide additional information, including but not limited to bank statements.

Note that you do not need a Social Security number to apply or qualify for financial assistance.

Why do I have to provide proof of income?

Your eligibility for financial assistance is based on your family size and income, and by your state’s eligibility requirements. We accept many kinds of documents as proof of income, such as last year’s tax returns, W-2 forms, paycheck stubs or even a letter from your employer.

If you’re unemployed, you can submit proof or denial of unemployment benefits. If you’re unable to provide proof of income or if you don’t have permanent housing, you can submit a letter explaining your income and living situation. We take everyone’s life circumstances into account when determining eligibility.

Why is all of this information required to apply for financial assistance?

We understand it can feel like a lot of paperwork, but the information you provide is important. It helps us understand how we might support you better.

We ask for your contact information so we can provide a response, and we ask for your employment status so we know what documentation is needed. Need-based assistance is based on family size and income. That information helps determine what assistance we can offer.

Occasionally we will review your monthly expenses to understand your financial situation better, which could include a mortgage, student loans or car financing, as well as other debt.

What if I’m unemployed?

If you’re unemployed, you can submit proof or denial of unemployment benefits. If you’re unable to provide proof of income, or if you don’t have permanent housing, you can submit a letter explaining your income and living situation.

What’s the status of my application?

Though we’re exploring ways to make it easier for patients to check on the status of their financial assistance application, for now you’ll need to call us. It usually takes us 30 days (14 days in Washington) to process financial assistance applications.

Then we’ll send a letter letting you know if you qualify for help and how much. We’ll also let you know if additional information is needed to make a decision.

I still have questions. How can I get more help?

Call 855-229-6466 for help with financial assistance. We’re available Monday – Friday, 8:30 a.m. to 5 p.m. PT. Or, request an in-person appointment.

Bills and Statements

How can I make my bill payment?

You can manage all your bills and payments online. Wellstar Health provides several convenient options for patients to pay their medical bills. You can pay your bill online by referring to the code in the upper right corner of your paper statement.

When will I get a bill?

Whether you’re insured or not, you can expect a bill from us within 30 days.

Who else might bill me?

Because facilities, physicians and caregivers and medical equipment can be billed separately, you may receive more than one bill per visit.

For example, you may be billed separately by each physician (e.g., surgeon, anesthesiologist, radiologist, pathologist, intensivist or hospitalist) involved in providing or reviewing your care.

Will I receive an itemized bill?

Itemized bills are not routinely sent; however, you may request one at any time by calling your hospital’s patient financial services department. Visit the Contact Resources page and enter your state to find your local hospital’s contact information.

How do I dispute an error in my bill?

If you wish to discuss concerns about your bill, call the patient billing office at 800-378-4189, Monday through Friday, 8 a.m. – 4:30 p.m. or any of the phone numbers listed on the front of your bill.

Or you can notify us in writing if you think your bill is inaccurate. Written disputes should be mailed directly to your hospital at the address listed on the front of your bill. Please include:

Your name and account number
The charge you feel may be inaccurate
An explanation of why you believe the bill is in error

After we receive your written concerns, we will:

Acknowledge receipt of your letter within 30 days
Pause all formal collection attempts until we have responded to your concern
Respond to you or explain the delay within 60 days of receipt of your letter
Correct your bill, if an error is verified

How much time do I have to pay my bill?

When you visit a Wellstar facility, we note your health care insurance information and the services you receive. If you’re insured, we submit a claim to your insurance provider with all the details they need to process your claim. Insurance then pays its share based on the terms of your coverage.

After insurance pays its share of your claim, we will bill you for the remaining out-of-pocket costs.

Once you receive your bill, you have 31 days to pay, set up a payment plan or apply for Wellstar’s Financial Assistance program before you receive a past-due notice.

At 61 days, you will receive a past-due notice to pay your bill, set up a payment plan or apply for Wellstar’s Financial Assistance program.
At 75 days you will receive your final notice before your bill is considered for pre-collection status.
Next, depending on your situation, your bill may be sent to a collection agency after 121 to 181 days.
If you have any billing questions or are interested in enrolling in a payment plan, contact the billing customer support team. Our interest-free, long-term payment plans start at $25 and can last up to 24 months.

If you need help paying your bill, explore the resources we have available to help cover the costs of care.

I just got a letter from a collection agency. Why?

As part of our normal billing process, we make several attempts to contact and inform you of your bill and financial assistance options. You may receive notice from a collection agency if, after repeated attempts to contact you, we have not heard from you, you have not applied for financial assistance or if we receive returned mail.

Why is my bill different than I expected?

Your billing statement may look different for various reasons. This could be due to changes in your health insurance coverage, updates in billing systems or adjustments made to reflect any discounts or financial assistance applied.

It’s also possible that the billing statement displays information from more than one visit if you’ve had multiple hospital stays or medical appointments during the billing period.

What do I do if I can’t afford to pay my bill?

We’re here to help. If you are unable to pay for some or all of your medical care, you may be eligible for Wellstar’s financial assistance program. This program provides free or discounted services to eligible patients.

Our financial counselors can also assist you in applying for many government programs that can help with the costs of care. And we offer interest-free, long-term payment plans starting at $25 a month and lasting up to 24 months.

Please note that if you have not yet received a bill, you will not be able to set up a payment plan. If you’ve received a bill and would like to set up a payment plan, visit our payment plan page to get started. However, financial assistance applications can be filled out at any time before, during or after you receive care.

Do you offer any discounts?

We offer a 10% pre-pay discount if you pay an estimate on or before your day of care. Self-pay discounts for people not billing insurance are also available.

We understand that medical expenses can be challenging to manage. Wellstar offers a financial assistance program to eligible individuals, providing discounts based on their income and financial situation.

Why am I receiving different letters, and what do they all mean?

You may receive several documents as part of a normal billing cycle. These include:

Estimates – Before certain tests, procedures, or other health care services, self-pay and out-of-network patients get an estimate that outlines their out-of-pocket costs. It’s not a bill or a request for payment. As this is an estimate, final costs might end up being higher or lower.
Explanation of Benefits (EOB) – Health insurance companies generate an Explanation of Benefits (EOB) each time they process a medical claim. The EOB isn’t a bill either—it simply lists the claims, how much is covered by health insurance, and any balances the patient may be responsible for paying.
Bill – Finally, the bill states the amount a patient owes members of the care team, including the physicians or hospital. It includes a detailed description of the services provided for that visit

What are my billing rights?

In each state, laws exist to help protect you from unfair medical billing. The federal No Surprises Act also helps to prevent unexpected bills, facilitates cost estimates and limits charges from out-of-network providers.

To learn more about your right to a Good Faith Estimate and pricing transparency, visit Good Faith Estimate.

How does Wellstar determine what my bill should be? How is my bill calculated?

Wellstar determines your bill based on several factors, including the costs associated with the following:

Specific medical services, treatments and procedures you receive
Duration of your hospital stay
Complexity of your condition
Medications administered

Additionally, the bill may also take into account your insurance coverage, applicable discounts, financial assistance and any outstanding balances from previous visits. Your financial responsibility will be determined based on your insurance plan’s coverage.

The billing process is transparent, and you can inquire about the details of your bill by contacting Wellstar’s billing department or by requesting an itemized statement

What does “price transparency” mean?

Price transparency is our commitment to offering a clear and accessible breakdown of health care service costs, charges and associated fees for common procedures, tests, medications and other services offered by the hospital.

This information helps our patients make more informed decisions about their treatment options and explore potential alternatives.

Here’s how you can get a better sense of what your care could cost:

Get a free price estimate on the Get a Price Estimate page
Learn more about pricing transparency options on the Pricing Transparency page, where you can select a region to download a hospital’s file of its standard charges.

I still have questions. How can I get more help?

For more information about getting help with your Wellstar medical bill you can visit the contact resources directory, request an appointment with a financial counselor, or visit a billing office at your local Wellstar facility.

Medicare/Medicaid

What other help is available to me besides financial assistance at Wellstar?

Wellstar has options to make care more affordable for our patients. In addition to financial assistance, which can reduce or eliminate costs for those in need, we offer:

Generous interest-free, long-term payment plan options
Assistance in applying for financial assistance and medical coverage, including COBRA, Medicare, Medicaid and coverage through the state or federal marketplace

How does Wellstar’s financial assistance work with Medicare and Medicaid?

Wellstar’s financial assistance works in conjunction with Medicare and Medicaid to provide support to eligible individuals. If you’re covered by Medicare or Medicaid, Wellstar can evaluate your financial situation and determine if you qualify for additional assistance beyond what your government-sponsored health insurance provides.

This additional aid may cover services or costs not fully covered by Medicare or Medicaid, ensuring that those eligible receive the necessary care without financial burden.

Can Wellstar’s financial counselors help me apply for government programs designed to provide access to health care, such as Medicare and Medicaid?

Yes. Our counselors are knowledgeable about various assistance programs and can guide you through the application process for Medicare and Medicaid, ensuring that you have the necessary support to access the health care services you need.

They can answer your questions, assist with paperwork and provide guidance to help you navigate these government-sponsored health insurance programs. If you’re eligible for these programs, our financial counselors will work with you to ensure you receive the appropriate benefits and health care coverage.

Do I need to renew my Medicaid eligibility?

Just like most insurances, your Medicaid coverage may need to be renewed on a yearly basis depending on your individual circumstances and the state in which you reside.

Renewing your Medicaid eligibility is necessary to ensure that you continue to have access to health care services, including doctor visits, hospitalizations and prescription drugs. If you don’t renew your Medicaid eligibility, you may lose your coverage and miss out on the care that you need.

Can Wellstar’s financial counselors help me renew Medicaid?

Yes. You can meet with a financial counselor at the Wellstar hospital closest to you or request an appointment with a counselor.

If you visit your state’s Medicaid website and follow the instructions provided, you may be able to renew your eligibility by phone, mail or in-person at your local Medicaid office. You’ll need to provide updated income and household information when renewing your eligibility, as well as proof of income, such as pay stubs or tax returns.

I still have questions. How can I get more help?

Call (470) 644-0419 for help with financial assistance. We’re available Monday-Friday, 8:30 a.m. – 5 p.m. PST. Or request an in-person appointment near you.

Insurance

What if I don’t have insurance?

We are committed to providing high-quality, compassionate health care to all patients, regardless of coverage ability to pay. If you don’t have health insurance and are concerned that you won’t be able to pay your medical bills, let us know so that we can help.

You may qualify for our financial assistance program, which can cover some or all the costs of care for those in need.

Should I contact my insurance provider before my hospital visit?

Yes, if possible, we highly recommend contacting your health insurance provider before your hospital visit. This is important to ensure that Wellstar facilities and affiliates are in-network with your specific insurance plan.

In-network providers typically have contracted rates with your insurance provider, which can help minimize your out-of-pocket expenses.

Will you bill my insurance provider?

Yes. Please remember to bring your current insurance card with you when you visit our facilities. We’ll need this information to submit a claim to your insurance provider for you.

Will my insurance cover my services?

Health insurance plans and their coverage varies. Please call your health insurance provider, plan administrator or the benefits department of your employer with any questions regarding coverage or prior authorization requirements for your treatment.

What insurance terms should I know?

Before you receive care, we recommend getting a better understanding of the language that your insurance provider uses. This will help you manage your care and your bills.

The more you know, the more you can make the most of your benefits and your health. Please see our Glossary of Insurance Terms to learn more.

Why do I have to give my insurance information every time I visit?

Individuals and/or employers frequently change health plans, so we ask for your insurance information every time you visit to ensure that our records are accurate and up to date. This also helps us verify your identity and protect you from potential fraud.

Do you take my insurance?

It’s a common question, but the answer is rarely a simple “yes” or “no.” Instead, knowing which providers and facilities are “in-network” and “out-of-network” can save you from paying more than you need to.

When you go to a Wellstar doctor or hospital, we bill your insurance, and they pay us based on two main factors:

Our contract with your insurance provider
Your specific insurance coverage

Wellstar has contracts to give some insurance companies discounted rates with our network of doctors, hospitals, and other health care providers. Wellstar is therefore considered in-network for these insurance carriers’ plans.

When patients with in-network plans get care at Wellstar, we bill their insurance provider at lower rates. The savings trickle down to the patients, reducing the amount they have to pay, too.

Conversely, if we don’t have a contract for discounted rates with an insurance provider, Wellstar is considered out-of-network for those plans. Getting care from an out-of-network provider usually costs patients more because:

They don’t get a discounted rate
Insurance may cover less of the bill

New laws protect patients from surprise out-of-pocket costs for out-of-network emergency care. But for scheduled services, Wellstar bills out-of-network patients for the difference between what we charge and what insurance is willing to pay.

Contact your insurance provider to understand your benefits and whether a particular provider or care facility is within the network and/or will accept your insurance.

What should I ask my insurance provider before my appointment?

See a full list of questions you might want to ask your insurance provider before your care.

What do I do if I’m uninsured or underinsured?

In keeping with our Mission and values, Wellstar welcomes and cares for all, regardless of coverage or ability to pay. Financial assistance is core to how we support vulnerable patients, as we believe cost should never get in the way of the critical care a patient needs.

Financial assistance can help you if you are uninsured (meaning you don’t have health insurance) or are underinsured (meaning the costs of care are a financial burden because you have a high deductible or other out-of-pocket costs).

Our financial counselors can help you:

Apply for government and community-based assistance
Apply for financial assistance and medical coverage
Get free or low-cost care if you are eligible
Explore interest-free, long-term payment plan options.

Payment Plan

What are the terms of the payment plans?

Wellstar payment plan terms can be customized to meet your budget, with payments starting as low as $25 per month. We will work with you to find a monthly payment amount and number of months that works best for you. Payment plans can be set up by navigating to your billing portal.

Find your provider’s billing portal. Or, call us at 855-229-6466, Monday-Friday, 7 a.m. to 5:30 p.m. PT.

Is interest charged on payment plans?

No, we do not charge you interest; our payment plans are interest-free

Is my stored payment information secure?

Yes, your payment information is stored securely and your personal data is protected. We keep your information confidential.

What if I have another visit and account bill after setting up a payment plan?

You have the option to include future bills in your monthly plan. You can make this selection when you enroll in the payment plan, or you can contact us to add at a future date.

What if I don’t want to automatically add new balances?

You can decide to exclude future bills when you create your payment plan. You are in control of what is included in the payment plan.

What if I cannot afford the payment plans you offer?

Wellstar helps patients who may not have the financial ability to pay all or part of their medical bills. This includes people who don’t have health insurance, as well as those who do have insurance but are unable to pay their out-of-pocket costs.

Please call us to speak with a financial counselor, 855-229-6466, Monday-Friday, 7 a.m. to 5:30 p.m. PT.

Are there any hidden fees or penalties?

There are no hidden fees. There are no penalties for early payments

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