Family Accounts

Creating Family Accounts & Add a Family Member

This action can only be done via the Patient Website / Patient App

1. Patient logs into app / website
2. Click the yellow circle with their initial (top left corner)
3. Select ‘Switch patient or add family member’
4. Select ‘Add new family member’
5. Choose the relationship of the patient to the adult (son, daughter, other)
   Note: There can only be one patient over the age of 18 added to a family account
6. Click Next
7. Enter the patient’s information
8. Enter the patient’s insurance information or select continue without insurance if the patient is self pay
9. Sign the consent forms

See video here (opens in a new tab)

Removing a Family Member

This action can be done via the EHR / Provider App

1. In the Patients tab, find the patient that needs to be removed
   • Note their first name, last name, date of birth, and sex assigned at birth on file
   • Also keep their MRN on hand (MRN 1)
2. Add a new patient via the Patients tab
3. Enter the patient’s information that you noted from the other account
   IMPORTANT: Enter the patient’s phone number and enter in the patient’s email if they have one
4. Save the patient
5. Copy the new MRN and note that down (MRN 2)
6. On the Patients tab screen, click the 3 dots in the top right corner
7. Select ‘Merge Patients’
8. In the first row, enter the MRN that is associated with the family account (MRN 1)
9. In the second row, enter the new MRN you’ve created (MRN 2)
10. Select ‘Merge’
11. Confirm the merge

Unique Family Account Scenarios

In this section, you will find a how-to-guide for scenarios where there are existing accounts for parents and children already present in the EHR and your end goal is to have them combined into a single family account. Note: This process requires work by the parent in the Patient App and then subsequent work by staff in the EHR / Provider App

Parent account has email, child account no email

1. Parent Logs Into Their Account
   • Instruct the parent to log in to their account online.
   • Enter the email associated with the parent account.
   • Log in using the provided code sent to the phone number and email on file.
2. Parent Navigates to Family Member Section
   • Click on the left side where it says 'Parent' or the yellow circle with their initial in the app.
   • Select 'Switch Patient' or 'Add Family Member'.
3. Parent Add Child's Information
   • Choose 'Add New Family Member'.
   • Select the relation (e.g., child).
   • Enter the child's name and information.
4. Parent Enters Insurance Information
   • Optionally enter the child's insurance information or bypass this step by clicking 'Continue without insurance'.
5. Parent Signs Consent Forms
   • The parent must sign the consent forms for the child.
   • The child's account is now created under the parent's account, forming a family account.
6. Staff to go into the EHR
   • After adding the child, access the EHR to see the newly created child account.
7. Merge Child Accounts
   • Identify the existing child account and the newly created account.
   • Ensure both accounts have the same information.
8. Use Duplicate Patient Feature
   • In the account associated with the family account, select 'See Potential Duplicate Patients'.
9. Merge Accounts
   • Select 'Merge' and confirm by clicking 'Yes'.
   • Refresh to verify that only one child account exists, now associated with the family account.

See video here (opens in a new tab)

Parent account does NOT have email, child account HAS email

1. Overview of the Scenario
   • Parent account is created without an email in the EHR.
   • Child account has the parent's email on file.
   • Goal: Combine these accounts into a family account with the parent as the main account holder.
2. Accessing the Child Account in the EHR
   • Go to the child test account.
   • Click on the three dots in the top right corner.
   • Select 'Patient Information'.
3. Modifying the Child's Email in the EHR
   • Click on 'Email' and copy the email address.
   • Edit the email by adding a unique identifier (e.g., '+1') before the '@' sign.
4. Updating the Parent Account in the EHR
   • Navigate to the parent account (which has no email).
   • Paste the non-modified email from the child account into the parent's email field.
5. Instructing the Parent to Log In to the Patient App
   • Direct the parent to log in to the patient app or web portal using their email.
   • They will receive a six-digit code via phone and email.
6. Parent Adding the Child as a Family Member in the Patient App
   • Once logged in, the parent selects their name or the yellow dot with their initial.
   • Choose 'Switch Patient' or 'Add Family Member'.
   • Select 'Add New Family Member' and specify the relationship to the child.
7. Parent Entering Child's Information in the Patient App
   • Input the child's information.
   • Optionally enter insurance information or select 'Continue without Insurance'.
8. Parent Completing the Process in the Patient App
   • The parent signs consent forms.
   • The child's account is now created and linked to the family account.
9. Staff Refreshing the EHR
   • Refresh the EHR to find the newly created patient account.
   • Verify that the child is now part of the family account.
10. Staff Merging Accounts
    • Select 'See Duplicate Patients' in the EHR.
    • Click 'Merge' to combine the accounts.
11. Finalizing the Family Account in the EHR
    • Confirm that only one child account exists under the parent account.
    • The parent is now the main account holder.
12. Repeating for Multiple Children
    • If there are multiple children, repeat the same steps for each child.

See video here (opens in a new tab)

Parent does NOT have an account, there are 2+ child accounts and 1 HAS email

1. Overview of Family Account Scenario
   • This scenario involves multiple child accounts in the EHR without a parent account.
   • One child account has the parent's email on file.
2. Update Child Account Email in the EHR
   • Click the three dots on the child account with the parent's email.
   • Select 'Patient Information'.
   • Change the email to something different to free up the parent's email for account creation.
   • Press 'Save'.
3. Parent Account Creation Process in the Patient App
   • Parent uses the create account QR code provided by the practice.
   • After scanning, they enter their phone number.
4. Phone Number Verification
   • A four-digit code is sent to the parent's phone.
   • If the phone number is associated with existing accounts, they will see a prompt to select a name.
5. Creating a New Parent Account in the Patient App
   • The parent should select 'Create a New Account' instead of choosing an existing name.
   • Enter the freed-up email and create a password.
6. Enter Parent Information in the Patient App
   • Fill in personal information.
   • If not being seen, select 'Sign up without insurance'.
   • Enter name and address, then submit.
7. Consent Forms and Account Setup in the Patient App
   • Sign consent forms to complete the account setup.
8. Adding Children to Family Account in the Patient App
   • Parent can add children by selecting their name or initial.
   • Choose 'Switch Patient' or 'Add Family Member'.
9. Adding Each Child in the Patient App
   • Select 'Add New Family Member'.
   • Enter child's name and insurance information (or continue without insurance).
   • Sign consent forms for each child.
10. Merging Duplicate Accounts in the EHR
    • After adding children, merge duplicate accounts into the family account.
    • Identify accounts without an email or family account associated.
11. Finalizing Merges in the EHR
    • Select 'See Potential Duplicate Patients' and choose to merge.
    • Confirm the merge to consolidate visits and cases into one account.
12. Review Final Accounts in the EHR
    • Verify that only the parent account and the merged child accounts exist.

See video here (opens in a new tab)

Parent does NOT have an account, there are 2+ child accounts and none have email

1. Overview of Family Account Scenario
   • Two or more child accounts exist without a parent account.
   • No email is associated with the child accounts.
2. Parent Account Creation in the Patient App
   • The parent must create an account in the patient app or patient web portal.
   • Use the QR code specific to account creation for your practice.
3. Parent Scanning the QR Code
   • After scanning, the parent will enter their phone number.
   • A four-digit code will be sent via text to that phone number.
4. Entering the Verification Code
   • The parent enters the received code on the app.
   • The app will indicate existing accounts linked to the phone number.
5. Creating a New Parent Account in the Patient App
   • The parent should select 'Create a New Account' instead of choosing an existing account.
6. Entering Parent Information in the Patient App
   • Enter the parent's email and password.
   • Confirm account creation.
7. Parent Enters Insurance Information in the Patient App
   • If the parent will not be seen, select 'Sign Up Without Insurance'.
   • If they will be seen, enter insurance information.
8. Completing Parent Account Setup in the Patient App
   • Enter the parent's address.
   • Sign consent forms for the account.
9. Switching to Child Account Creation in the Patient App
   • Select the parent's name or initial in the navigation bar.
   • Choose 'Switch Patient' or 'Admin' to start creating child accounts.
10. Parent Adding Child Accounts in the Patient App
    • Enter the first child's information.
    • If applicable, enter insurance information or select 'Without Insurance'.
    • Sign consent forms for the first child.
11. Repeating for Additional Children
    • Repeat the process for each additional child (2nd, 3rd, etc.).
    • Use 'Switch Patient' to add new family members.
12. Staff Refreshing EHR to View Accounts
    • Staff should refresh the EHR to see the newly created accounts.
    • Confirm that the parent account and child accounts are visible.
13. Merging Duplicate Accounts in the EHR
    • Click on the first child's account to check for duplicates.
    • Select 'See Potential Duplicate Patients' and choose 'Merge'.
14. Finalizing Merges in the EHR
    • Repeat the merge process for each child account.
    • Ensure only the correct accounts remain after merging.
15. Completion of Family Account Setup in the EHR
    • Confirm that all child accounts are now part of the family account.

See video here (opens in a new tab)

Additional Family Account Information

• Phone numbers on patient accounts can be unique, it will not transfer to the other family member’s profiles.

• The email address on file for the family account is tied to ALL patients within that family account. If you change the email on file for one of the patient’s tied, it will update the email on file for all of the accounts. This is the same with passwords as well.

• Anyone with the email address and password can login and view ALL of the patient’s appointment history and messages associated with the accounts.

• Only one adult (person over 18) can be on a family account. There is no limit to the amount of children on a single family account.

• A patient cannot be tied to more than 1 family account. Example: Child cannot be part of the mother's family account and father’s family account, they can only be part of one or the other.

• Payment and Insurance information cannot be transferred or copied to other family member’s accounts, it must be entered into each patient’s profile.

• We do not currently support bulk payments for family accounts. If more than 1 patient within the family account is being seen at the same time, there will be individual charges made to the card on file for each patient.

• Once a family member turns 18, they are not automatically removed from the family account. The process for removal must be done by staff, following the directions above.