FINAL Signing a Patient up for MyChart - Script and Steps (V2.0)

Oct 12, 2026

Guidance for ambulatory support staff on enrolling patients into the EpicCare Ambulatory myChart portal when no email is on file. The document outlines outreach expectations during the COVID-19 context, including calling attempts, required handling rules, and a phone script for encouraging enrollment. It provides decision paths for patients who decline or agree, including collecting email, explaining why an email is necessary, sending activation emails, and supporting patient activation steps for mobile and self-signup workflows.

LanguageEnglish

CategoryForms

FormatPDF

Pages5

Reading Time2 min

AccessFree to download

Patient outreach and rules

Calling attempts and key do-not voicemail instruction

Enrollment decision script

If patient declines myChart

If patient agrees to enroll

Email collection and requirements

Confirming email to prevent typos

Explaining why an email account is required

Activation email workflow (Epic)

Sending activation email from patient status

Activation email timing and patient setup steps

Self-signup workflow

Audience: Ambulatory Support Staff Application(s): EpicCare Ambulatory Date published: March 22, 2020 Version: V2.0 Background: • We have identified 86,000 patients who have had one or more visits at UMass in the last two years and who do not have an email on file. • Given the impact of the coronavirus, it’s more important than ever that we be able to provide patients with easy access to information, resources and tools. o We can do this most effectively through our myChart portal. o Our secure patient website lets patients send messages to their provider care team and access health information from every UMass Memorial Health Care location. o We will soon also be providing access to video visits, and this will work most effectively when patients are enrolled in myChart. • You have been provided a list of patients who need to be called to see if we can enroll them in myChart. We currently do not have an email on file for them. IMPORTANT to Know • If the patient does not answer the phone, do not leave a voicemail for them to call back • Attempt to reach each patient 3 times (once a day over three days) SCRIPT • Good morning/afternoon. I am calling from UMass Memorial Healthcare. • I see that you are not yet signed up for myChart. • Given the Coronavirus outbreak, we are encouraging all of our patients to sign up for our patient portal, myChart. • Through myChart, you can communicate with your provider care team, access your health information, receive the latest Coronavirus updates, and learn about our responses to the Coronavirus. • Soon you will be able to do video visits with your provider as well. • May I please enroll you in myChart at this point?” If NO, • Thank you for your time today. Please stay safe by: o Washing your hands frequently o Covering your cough o Social distancing o Thank you and have a good day! If YES, • Ask the patient WHICH email address you can add to their UMass account o Enter email address o Read the email address back to the patient to prevent typos • If the patient does NOT have an email account, they cannot sign-up for a myChart account. An email address is required. If they ask WHY they need an email address, tell them that when there are updates to their chart, like new results or a new message, they will receive a notification in their personal email telling them (with a direct link) to login in to myChart for the new information. o There are many free email address options; [gmail.com](gmail.com), [yahoo.com](yahoo.com), etc o If the patient wants to create an email address, ask them to do so and negotiate a time for you to call them back. o Do not have patients calling us back. • There are two ways to sign a patient up for myChart: o From a phone conversation, you can send an Activation email (steps below) o Self-Signup (steps below) To assist a patient with myChart signup with the send of an Activation Email: 1. You have received confirmation that the patient wants to sign up for myChart and currently has an email that they will use, via the introduction scripting. 2. Log into the patient’s chart in Epic via Patient Station, Appointment Desk or Patient Lookup. 3. Click on the myChart status field on the patient’s banner. 4. Clicking on this field will display the myChart Signup popup with the Send Email notification highlighted, if the patient’s myChart status is ‘Inactive’. 5. Enter the patient provided email address and then read back to the patient to Confirm the email address. Then select SEND to send the patient the activation email to sign up for myChart. 6. Encourage the patient to respond to the email within 30 minutes, as the steps will be the simplest. They will need to: I. enter their desired user name (min 6 characters, case insensitive) II. enter their desired password (min 8 characters – upper and lower case with numbers and letters, case sensitive) III. enter the Date of Birth The

FAQs

What should staff do if the patient does not answer the phone?

Do not leave a voicemail for the patient to call back.

How many times should staff attempt to reach each patient?

Attempt to reach each patient 3 times, once a day over three days.

What happens if a patient agrees to enroll but does not have an email account?

They cannot sign up for a myChart account; an email address is required to receive notifications and a link for new chart updates.

Oct 12, 2026

Upload by Aria Callaghan