Patient Portal User Guide

The features available to you depend on what your provider has activated in MYIO, so you may not see all the functionality listed in this guide.

MYIO is a web‐based application that allows for the encrypted, bi‐directional transmission and storage of electronic data. In other words, you have instant access to documents and information wherever and whenever you want. A portal is a place where files can be uploaded, downloaded, stored and shared in a safe and secure environment — 24/7.

1. Download MYIO app from the Google Play or Apple App Store
   • If you have a current portal account: use existing username and password. If you are having trouble, contact your practice to reset your password.
   • If you need a portal account and are an existing or new patient: tap on ”Create Account” and enter the access code found in your Invite to MYIO email/text. If you did not receive an invite contact your practice and they can send you one!
2. Click “Create an Account” and enter the access code from the text message to get started. The access code will expire after seven days.
3. Verify identity using birthdate validation
4. After successfully entering your birthdate and clicking next, you will see the “Tell us about yourself” screen, where you will be prompted to enter your personal information.

If you log out before entering Personal Details and Email Addresses, and do not remember your password to re-enter MYIO, you can work with the practice to regain access to your account.

1. Navigate to practice portal URL
   • If you have a current portal account: use existing username and password. If you are having trouble, contact your practice to reset your password.
   • If you need a portal account and are an existing or new patient: navigate to practice portal URL, click on ”Create Account” and enter the access code found in your Invite to MYIO email/text. If you did not receive an invite, contact your practice and they can send you one!
2. Click “Create an Account” and enter the access code from the email to get started.
   • The access code will expire after seven days.
   • If you are using a browser, the practice name will be displayed at the top of the screen.
   • The browser URL is unique to each practice.
3. Verify identity using birthdate validation
4. After successfully entering your birthdate and clicking next, you will see the “Tell us about yourself” screen, where you will be prompted to enter your personal information.

If you log out before entering Personal Details and Email Addresses, and do not remember your password to re-enter MYIO, you can work with the practice to regain access to your account.

• Choose username
• Choose password – eight or more characters, one uppercase, one lowercase, one number or special character
• Retype password
• Answer three security questions
• Click Next

Please note: If you are using the mobile app, your MYIO username and password will not be saved, you will need to manually enter them every time you log in.

Enter personal details (*required fields).

Click next after each question is answered:

• First Name*
• Middle Initial
• Last Name*
• Suffix
• Preferred Name
• Preferred Pronouns
• Gender Identity
• Sex as matching your insurance policy
• SSN
• Marital Status
• Race and Ethnicity
• Preferred Language
• Education Level

Enter Portal Email Address and Emergency Contact Information

Please do not log out until this step is complete. Having an email address on file is an important part of MYIO account security.

1. Enter email information
   • The portal email can be the same as the home or work email.
   • The portal email is used to reset your MYIO password or receive any communication regarding updates, messages, or shared documents available in your MYIO account.
2. Click “Verify My Email” to receive code via email.
3. Enter portal email verification code, click Confirm Click

If you did not receive a verification code, wait 15 seconds before requesting a new code. A resend code link will become available after the countdown.

Enter Address and Preferred Contact Information

Click next after each question is answered. Be sure to scroll down to fill out completely.

1. Insurance Information
2. Credit Card Information
   • The credit card information will show under “Billing” once initial account information is completed

App users may update information once the onboarding information is completed. You will see any updates made to your account once the practice verifies them.

Accept Terms of Use

Review the linked information and click Accept

Enter personal details (*required fields)

• First Name*
• Middle Initial
• Last Name*
• Suffix
• Preferred Name
• Preferred Pronouns
• Gender Identity
• Sex as matching your insurance policy
• Social Security Number
• Marital Status
• Ethnicity
• Preferred Language
• Education Level
• Race

Scroll down until each field is filled.

Enter Portal Email Address and Emergency Contact Information

Please do not log out until this step is complete. Having an email address on file is an important part of MYIO account security.

1. Enter email information
   • The portal email can be the same as the home or work email. The portal email is used to reset your MYIO password or receive any communication regarding updates, messages, or shared documents available in your MYIO account.
2. Click “Verify My Email” to receive code via email.
3. Enter portal email verification code, click Confirm

If you did not receive a verification code, wait 60 seconds before requesting a new code. The resend code link will become available after the countdown.

Fill out Address and Preferred Contact Information fields

1. Enter Insurance Information
2. Enter Credit Card Information
   • The credit card information will show under “Billing” once initial account information is completed.

Browser users may use the back button to update previously entered information during the onboarding process.

You will see any updates made to your account once the practice verifies them.

Accept Terms of Use

Review the linked information and click Accept

Welcome Screen

To see all features, click on the three horizontal lines.

My Account

To view and edit personal details, contact information, insurance information, click on My Account in the top right menu of the app.

Billing

To view or pay your balance, and to enter credit card information, click on Billing in the top right menu in the app. You can also click View details under the Balance Due header on the welcome screen.

To make a payment, click Make a payment and select the amount you wish to pay.

Please note, the Card Manager and Make a payment options will only be available if your provider has activated the credit card online pay function. The Card Manager gives you the ability to save your card on file with the practice.

Selecting Make a payment allows you to enter a card for payment or use a saved card. Once the payment is submitted, the Online Payment amount will show as pending (yellow). When the practice has posted the payment, it will show as applied (green) and the balance amount will adjust.

Appointments

To view, check in, or request appointments, click on “View All” from the welcome screen, the calendar icon, or on “Appointments” in the top right menu in the app. Self-check-in and appointment requests are enabled or disabled by your practice.

Check In

Camera icon – telehealth appointment. If the camera icon is present, you will be prompted to join a telehealth session. If the session is a group telehealth appointment, there will be a group icon visible instead of the camera icon.

Request an Appointment

If enabled.

Telehealth

Log into MYIO and Check In for your appointment

Dollar sign – payment due prior to the appointment. If the dollar sign icon is present, you will be prompted to enter card details for payment.

Once the provider has started the session, you will see a Join Now button to click. If this is a Group telehealth session wait for the Provider to admit you into the session.

Make sure the Microphone and Camera access is toggled on.

• Default view is camera off and microphone muted
• Default audio is device audio settings
• Go to settings and adjust if disallowed in initial prompt

View options – Speaker (default, one attendee highlighted), Gallery (all participants displayed in grid view), Hide Self View

• There may be more than one screen if Gallery View is selected in a group session – swipe to switch between screens
• If the session includes screen or whiteboard sharing, mobile app users will be able to view the screen or whiteboard but are not able to share their screen or contribute to the whiteboard from their device.

Icons on bottom of the screen:

• Microphone – when clicked, microphone is off (diagonal line through icon)
• Camera – when clicked, camera is off (diagonal line through icon); self-facing camera only
• Chat – separate view opens when clicked
  • Private (to provider) or to Everyone
• Participants – shows number of people in the session; when clicked, displays names of participants
• Leave

If you navigate away from the session, you will see a warning message.

Clinical Forms

To view and complete clinical forms online, click View All, then click Start to complete.

There are two types of clinical forms: Assessments and eSignature packets.

• Assessments: You have unlimited time to complete the assessment as long as you are actively filling out the form by scrolling, tapping or typing. The app allows five minutes of inactivity before it closes and logs you out.
• eSignature Packet: You have five minutes to sign the document(s) in the packet which opens in a Dropbox Sign window. You may experience a little wait time while those documents are loading.

Resources

The documents in this section are populated by your practice. Click on the document to download it.

Welcome Screen

If using a browser, full screen at 100% zoom is the recommended view.

In the top bar, you can click on the practice name to return to the welcome screen.

Depending on what your practice has enabled, you may also see links for appointments, billing, clinical forms, and resources. The envelope icon will take you to your secure messages.

Clicking the arrow icon will log you out of MYIO.

My Account

To view and edit personal details, contact information, insurance information, click your name in the top right of the browser.

Billing

To view or pay your balance, and to enter credit card information, click on Billing in the top right menu in the app, or click Billing on the banner. You can also click View details under the Balance Due header on the welcome screen.

To make a payment, click Make a payment and select the amount you wish to pay.

Please note, the Card Manager and Make a payment options will only be available if your provider has activated the credit card online pay function. The Card Manager gives you the ability to save your card on file with the practice.

Selecting Make a payment allows you to enter a card for payment or use a saved card. Once the payment is submitted, the Online Payment amount will show as pending (yellow). When the practice has posted the payment, it will show as applied (green) and the balance amount will adjust.

Appointments

To view, check in to, and request appointments, click Appointments on the top banner. You can also click See more under Upcoming Appointments on the welcome screen.

Self-check-in and appointment requests are enabled or disabled by your practice.

Check In

Camera icon – telehealth appointment. If the camera icon is present, you will be prompted to join a telehealth session. If the session is a group telehealth appointment, there will be a group icon visible instead of the camera icon.

Dollar sign – payment due prior to the appointment. If the dollar sign icon is present, you will be prompted to enter card details for payment.

Request an Appointment (if enabled)

Once a request is submitted, a banner will appear indicating the appointment is not confirmed until you hear back from the practice.

Telehealth

Log into your MYIO portal account.

Supported browsers are Google Chrome, Mozilla Firefox, and Microsoft Edge. If you are accessing MYIO in a different browser, there will be an error banner, and the telehealth session will not be available.

Dollar sign – payment due prior to the appointment. If the dollar sign icon is present, you will be prompted to enter card details for payment.

The provider will receive notification of your check in and will initiate telehealth.

Click the Join Now button (If Group session, wait for provider to admit).

Allow use of camera and microphone in the window that pops up.

• Default view is camera off and microphone muted
• Default audio is device audio settings
• Go to settings and adjust if disallowed in initial prompt

View options – Speaker (default, one attendee highlighted), Gallery (all participants displayed in grid view)

• There may be more than one screen if Gallery View is selected in a group session
• You will be able to share your screen and contribute to a whiteboard if the provider uses these options in the session

Eye icon top right of screen - hides self-view when clicked

Buttons on bottom bar:

• Mute – when clicked, microphone is off (diagonal line through icon)
• Stop Camera – when clicked, camera is off (diagonal line through icon)
• Participants – shows number of people in the session; when clicked, displays names of participants
• Chat – separate view opens when clicked
  • Private (to provider) or to Everyone
• Leave – click to exit the telehealth session

Clinical Forms

To view and complete clinical forms online, click Clinical Forms on the top banner or Fill required forms.

Click Start to complete.

There are two types of clinical forms: Assessments and eSignature packets.

• Assessments: You have unlimited time to complete the assessment as long as you are actively filling out the form by scrolling, clicking or typing. MYIO will log you out after 60 minutes of browser inactivity.
• eSignature Packet: You have five minutes to sign the document(s) in the packet which opens in a Dropbox Sign window. You may experience a little wait time while those documents are loading.

Secure Messages

To view, reply to, compose, and add attachments to messages to your provider, click the envelope icon in the top banner.

Click on a message to see contents and reply.

Caution: Deleted messages are not retrievable.

Click the pink Compose button to initiate a secure message. Then, you can select recipients (chosen by the practice) from the drop-down list in the “To” field and add attachments.

Please note, secure messaging is only available if your practice has enabled it.

Resetting Password

There is a Forgot password link on both the browser and mobile app login page once you have verified your portal email.

• When clicked, you will be prompted to enter your username and the portal email address associated with your account.
• You will receive an email that will provide a link to reset your password. If this fails, your practice is able to manually reset your password.

You may also change your password:

• In mobile device app – click your name in the top right corner, select Account Settings, select Change Password
• In browser – click menu (three lines in top right corner), select My Account, select Account Settings select Change Password

If you are using the MYIO app: Make sure your application is running the most recent version. Check the app store and see if there is an update available. If issues persist, delete the app and re-install it on your device. If the app is ‘freezing’, try force-closing the app and reopening it.

If you are using MYIO in your internet browser, make sure you have the latest updates. Try refreshing the page.

Contact the practice if any of the above troubleshooting steps fail.

Supported Devices and Operating Systems

Mobile devices must be able to update to the latest iOS or Android operating system.

Supported Browsers: Google Chrome, Microsoft Edge, Mozilla Firefox. MYIO is not enabled with Safari.

Please note older operating systems do not allow updated apps to perform as desired.

Timeout Cautions

MYIO Mobile App: 5-minute idle timeout

MYIO Browser: 60-minute idle timeout