MyChart Appointment and Scheduling Troubleshooting

Scheduling Features

MyChart - Direct Scheduling, Requesting an Appointment, Ticket Scheduling and Appointment Cancellation.

Beginning 12/28/2022: Patients who are self-pay or do not have insurance coverage registered in Epic will no longer be able to schedule from MyChart. Patients must meet with a Patient Financial Advocate prior to scheduling. See the Self Pay/Uninsured Patients drop-down for more information.

Direct scheduling (schedule an appointment)

You can use the Direct Scheduling feature to choose appointment times and self-schedule with Internal Medicine, Family Medicine, and Pediatrics for Primary Care office visits or yearly physical exams and some specialists' office visits, such as flu vaccine.

Please note: You must be established with the participating provider and have an office visit (excluding virtual visits or e-visits) within the past 3 years. If you have had an office visit within the specific time frame and the provider is not listed or for any other issues, contact MyChart Support.

Open scheduling

Open scheduling allows you to schedule with a provider as a new patient without having an established relationship. This can be completed through various links available on clevelandclinic.org (example: the Find a Provider tool) or logging into MyChart and navigating to schedule an appointment and selecting the service that best suits your needs: Primary Care, Express Care Virtual Visit, E-Visit, or scheduling with a new provider under All Other Options.

Ticket scheduling

Ticket scheduling limits you to scheduling appointments that your providers expect you to schedule. If an order is enabled for ticket scheduling, once the clinician places an order, the system automatically generates a ticket for you to schedule your specific appointment. Once an appointment is scheduled for the order and the order is linked with the upcoming appointment, the order will no longer be viewable on the upcoming orders page in MyChart.

Ticket scheduling will include lab orders, and you will be able to schedule appointments for lab draws via MyChart.

Patients without a MyChart account can now receive scheduling tickets for any procedure that is configured to automatically generate a ticket when a clinician places an order for it. Nonactive MyChart patients will receive an email tickler notifying them that a scheduling ticket is available with a link to the scheduling steps.

Ticket scheduling for all

To allow more patients to schedule appointments, patients who don't yet have a MyChart account or proxy access to an account can schedule an appointment using tickets.

Opting Out of Notifications

MyChart active patients: Log into MyChart and search the Menu for Communication Preferences. Update the Communication Preferences to the desired settings.

Ticket scheduling limits you to scheduling appointments that your providers expect you to schedule. Once the clinician places an order, the system automatically generates a ticket for you to schedule their specific appointment.

Non-MyChart active patients wanting to opt out of notifications: Please call MyChart Support and the agent will update the communication preferences.

You can clear the clutter in your health feed by declining scheduling tickets that you don’t intend to use. You can do this by selecting the decline button on the home page, the scheduling landing page, and, if the ticket is order-based, the Upcoming Tests and Procedures page. When you decline a ticket, you must select a reason to let the front desk staff know why you don’t intend to use the ticket. For example, you might get a scheduling ticket for the flu vaccine but decline the ticket because you already got your dose at your pharmacy. The ticket is then removed from the health feed and the scheduling landing page. The order will also no longer be viewable on the Upcoming Orders page in MyChart.

Request an appointment

Can be used for all provider types. Not an automatic appointment schedule. Once the request form is completed and submitted, a message routes to the provider's office for support staff to review and schedule the appointment. The support staff will then reply to you with the appointment information or further instructions.

Please note:

You should receive a reply within 48 hours of the appointment request. If there is no reply, follow up by telephone with the provider's office.
You must have had an office visit within the past 3 years in order for the provider to populate in either the scheduling function in MyChart. If you have never seen the provider, or it is past 3 years since the last office visit, contact the provider's office by phone to schedule an appointment or contact the Appointment Center. Also, if the need for the appointment is of an urgent nature, you should call for an appointment.

Cancel an appointment

You can Direct Cancel most appointments through MyChart up to 24 hours before the appointment time. The option to cancel the appointment is available by clicking on the Appointment. On the Appointment Details page, the option to cancel will be at the bottom of the page. If the cancel option is not available, you must contact the office by phone to cancel.

You should go to Upcoming & Past Appointments
Select the appointment you wish to cancel
Locate the link to Cancel Appointment - Click Link
Confirm Cancellation

These messages are generally reviewed and replied to within 8 hours.

If your upcoming appointment is within 24 hours, you are unable to cancel the appointment from MyChart and would have to call to cancel the appointment.

Reschedule an appointment

Some scheduled visit types will offer you an option to reschedule. When you go to upcoming appointments, click the appointment you wish to reschedule. This opens the appointment details. If the option is available to reschedule, you will see a link in the lower left corner called "Reschedule Appointment." Once the link is clicked, you will see scheduling solutions and appointment times that are available. You need to choose a new appointment time and complete the scheduling process. Once you click "Schedule It," the appointment will be scheduled for the new day/time, and the previous appointment will be canceled. If you are in the reschedule process and do not find a new appointment day/time that fits, you can exit the process by clicking anywhere on the MyChart page and then clicking "Leave Page" (depending on where you are in the workflow, the steps will differ to leave the process). If you do not show a link to reschedule, this is because that visit type is not eligible to reschedule from MyChart, and you will have to call to reschedule.

Self-Pay/Uninsured Patients

Patients who are self-pay or do not have insurance coverage registered in Epic will no longer be able to schedule from MyChart. You must meet with a Patient Financial Advocate prior to scheduling.

When a self-pay or uninsured patient is logged into MyChart and attempts to schedule, you will be redirected to schedule a Patient Financial Clearance telephone appointment. You will be able to click on a link to schedule a time to speak with one of Cleveland Clinic’s Patient Financial Advocates.

If you are logged into MyChart and are scheduling as a New Patient under the Find a Doctor tool or are scheduling through Open Scheduling through Find a Provider on clevelandclinic.org, you will be asked to answer if the person you are scheduling the visit for is covered by health insurance.

If you scheduled answers: No, you will be directed to a message advising you to schedule a telephone call with a Patient Financial Advocate.

If you state that you do have health insurance coverage and it is not registered in your Epic Medical Record, you will still need to schedule the Patient Financial Advocate call to have registration updated with your medical coverage. You should schedule the Patient Financial Advocate appointment by phone at 855.831.1284.

For self-pay hardstop

If you state that you do have health insurance coverage and it is not registered in your Medical Record, you will still need to schedule the Patient Financial Advocate call to have registration updated with your medical coverage. You should schedule the Patient Financial Advocate appointment by phone at 855.831.1284.

Patient-Entered General and Historical Questionnaires

In various departments, for specific visit types, you will be prompted to answer a visit-specific questionnaire instead of a paper version.

The questionnaire can be completed before the appointment via MyChart, or in some cases, upon arrival at the appointment using a tablet.

For MyChart questionnaires: You will receive an email stating that you have questionnaires to complete for your upcoming appointment within your MyChart account.

There is a notification with the appointment details that reads "Please fill out your questionnaires before coming" on the MyChart homepage, and within the Appointment, there will be a link for completing the questionnaire that reads: "Please complete questionnaire for your visit."

Self service

MyChart questionnaires are only available within MyChart 7 days before the visit.

Questionnaires are assigned based on visit type, provider and recent completion.
Not all patients will receive the questionnaires for every visit in the department.

You can re-enter unfinished (not submitted) questionnaires by clicking on the link ("Please complete questionnaire for your visit") in your Appointment tab.

Once submitted, you are unable to go back in and change your answers. However, the provider can update the answers at the visit.
MyChart questionnaire questions & answers can be printed by you once they are submitted.

Appointment and Reminders (Opt Out, Missing Doctor, Missing Appointment)

Unable to reschedule an appointment or email troubleshooting.

Self service

Appointments

If the provider is missing when requesting an appointment, contact the appointment line or the provider directly.

To view upcoming appointments:

Click Appointments > Upcoming Appointments
If the scheduled appointments are not listed, the department has blocked the visits from showing in MyChart or the provider's office has opened those appointments (your medical record) to review / document in the upcoming appointment.
There is not a limit to the number of upcoming appointments that will display, as long as the upcoming appointment is set to display in MyChart (see #2). If you have a large number of future appointments, the upcoming visits will show a list of appointments within the next 7 days, and then below that will be the remainder of future appointments. Filters are also available on the page to only display upcoming appointments, etc.

Please note: You will receive an appointment reminder in MyChart 1 week prior to the scheduled appointment.

Missing, old or past appointments

MyChart Past Appointments, Visit Summary and Progress Notes will remain in MyChart for up to 3 years from the date of the appointment. If you need information past the 3-year mark, refer to Health Data Services. Use the arrow keys to browse the pages for old appointments.

Please note: Your behavioral health encounters will only show up in Upcoming Appointments and will NOT appear in Past Appointments. This is because behavioral healthcare in medical records is a special class of protected health information.

Please note: Any questions regarding appointments should be directed to the provider's office

Cancelled or no-show appointments

Non-office visit appointments and appointments scheduled within 24 hours will not have an option for cancellation. You must call the Appointment Center for AMB/Proc or the Doctor's Office to cancel Surg/admit.
Cancelled or No Show appointments will not show in MyChart under Past Appointments.
When a cancellation is made, a message is sent to Scheduling to process the cancellation is not immediate. It may still display until the processing is completed.

Email reminders

Confirm the email address isn't shared
Confirm reminders aren't in the spam or junk folder
Add clevelandclinic.org to email's address book

Phone reminder

Please contact the Appointment Center for additional assistance.

PreCheck-In: CoPay, Demographics, Allergy/Meds, etc

Through MyChart PreCheck-In, you are able to update your demographics, allergies, medications, and problems prior to your appointment

PreCheck-in is available 7 days prior to the appointment and will expire 24 hours before the appointment
When in Upcoming Appointments, you will see an icon that indicates that PreCheck-in is available
Once PreCheck-in is submitted, the updates can not be edited. Discuss with your provider at the time of the appointment and the submissions can be rejected

Please note:

You will still have to check in via an Epic Welcome kiosk or with Clerical Staff upon arrival to their appointment.
PreCheck-In does NOT take the place of your needing to bring important information or items to their appointments (e.g., medication lists or bottles, etc)

Self Service

When you complete the PreCheck-In and submit updates, the changes do not reflect automatically. Rather, the information is sent to the parties responsible for that workflow to review and accept the changes.

Please note: PreCheck-In is not the same as a Pre-Visit Health Assessment.

Demographic changes: Changes to your demographics are made in MyChart and automatically update your record in Epic.

Attention: It's important for you to know that the clinician may not accept your updates and have the option to accept the change into the medical record or decline. Even though the information is submitted via MyChart, it is still important to discuss all updates with the provider during your office visit.

MyChart CoPay

There is an optional step for you to pre-authorize copayment in MyChart. You can choose to skip it and pay in person during check-in. Credit cards won’t be charged until you check in at the time of service either from the kiosk or the front desk.

Issues and troubleshooting

You have financial/insurance questions about the copay amount

You should skip the payment step and pay it at the front desk at the time of service. The PSRs at the front desk will be able to address any copay questions. For insurance questions about copay amount of virtual or video visits, please call 855.831.1284 to talk to a financial adviser.

You preauthorized a copayment in MyChart but PSR is not able to see it when checking in

Contact MyChart Support to report this issue.

Incorrect credit card information entered

This message will appear advising you to check their payment information and try again.

If the problem persists, you should skip the payment step and pay it at the front desk at the time of service. The PSRs at the front desk will be able to address their questions.

Fast Pass Wait List

When you are on the wait list to reschedule an appointment for an earlier date, Fast Pass will automatically send you a notification if an appointment becomes available. Notifications can come in the form of email, SMS, and/or push notification, depending on your communication preferences.

Click the link in the notification and log in to MyChart to review and accept the new time slot, which will automatically schedule the new appointment and cancel the original one.

Fast Past notifications are automatically enabled for MyChart users who are on the appointment waitlist. Patients or caregivers do not need to take any action to turn these notifications on.
If a patient/caregiver disables the notifications, they will not be able to receive Fast Pass offers for an earlier appointment time.

Self service

Fast Pass Feature is available for:

Florida: Dermatology, Endocrinology, Internal Medicine and Family Medicine
Internal/Family Medicine, enterprise-wide, Dermatology & Plastics, Endocrinology & Metabolism, Functional Medicine, and Wellness

How Fast Pass works

Each appointment slot is offered to multiple patients at once and is scheduled on a first-come, first-served basis.
If you do not want the offered appointment, click "Keep Existing Time." (The appointment will then still be available to other users on the waitlist.)
Offers will say expired if another patient accepts the appointment first.
If the appointment offer has expired, you will keep your existing appointment and remain on the waitlist

In order to receive Fast Pass offers if a department is participating, you must be on a waitlist. You are added to the waitlist at the provider's office (you can contact the provider's office or the appointment center), or you can add yourself to the waitlist in MyChart.

You can add yourself to the waitlist by going to:

Upcoming and Past Appointments > Click on the future appointment > click "Get on the Waitlist" (You can also take this path to remove yourself from the waitlist).

Find Express/Urgent Care Now/On My Way

MyChart allows you to instantly view Express and Urgent Care Clinics near you and their current wait times to determine the best location for your needs.

Additional Express Care Clinic information can be located at:

Choosing an Urgent Care or Express Care Clinic

Self service

Website/MyChart mobile app

Log in to MyChart > Menu > Find an Express/Urgent Care Now
Select the option (Express Care or Urgent Care) for the type of care that is required.
Select a location from the list. You can filter by "Showing locations near me" or enter a ZIP Code to search

Locations with availability will appear with a blue pin icon. Selecting a blue pin provides you with an option to select an "I'm on my way" button near the bottom of the page.

Select a required option from the 'How long until you'll arrive?' option and click "I'm on my way." Fill out the required information on the following screen:

Mobile phone
Email
Reason for visit

From express/urgent care page on ccf.org

You can also utilize the On My Way functionality from outside of MyChart. This access is made possible using the Express/Urgent Care page.

You can select an Express or Urgent Care site from this page and click on the "Reserve your spot" link to enter the On My Way workflow.

From here, you will follow the same steps for On My Way as listed above for the website or MyChart mobile app. The only difference will be the final screen, which will allow you to either log into MyChart or enter your demographics to create a new patient record in Epic.

E-Visit Support Procedures

E-Visits enable current MyChart users to complete a questionnaire regarding their symptom history for five common health issues:

Back pain
Cough
Urinary tract infection
Sinus infection
Vaginal yeast infection

You can search for E-visit under the Menu button in MyChart. You must read and accept the Terms and Conditions before continuing. Once submitted, the provider will respond to the E-Visit submission via MyChart message with a diagnosis and treatment instructions within one business day.

If medication is prescribed, the prescription order will be sent directly to your preferred pharmacy.

Please note: You must be 18 or over in order to use this service and must have seen a Cleveland Clinic provider in the last three years.

There is a fee of $35, which will be billed directly to you.
This service is not currently covered by insurance.
You cannot join the E-Visit more than 30 minutes before the scheduled time, and will be prompted to pay once you join within that 30-minute window.

Self Service

Upload image prompt

Some E-Visits prompt for the upload of images. The following limits apply for uploads:

Up to five files of types: JPG, PNG, TIFF, BMP
Max size 8 MB per image and/or PDF
Naming must be Body Part, Side of Body

Hello Patient

Hello Patient is a way for you to self-arrive via the MyChart mobile app for an appointment. This self-arrival can be triggered by two methods:

Geolocation self-arrival: Triggers a notification on your mobile device based on you entering a geofence radius around specific latitude & longitude coordinates set for a department in Epic.
Patient-initiated self-arrival: Triggered by you launching the MyChart app on your device and tapping the "I'm Here" button on the appointment.

Please note: This is a completely optional feature offered for your use. This is also only turned on for select Epic departments and is only available up to 30 minutes before the appointment time.

Self service

Please note: Geolocation self-arrival is dependent on you having location services set to "Always" on your mobile device settings for the MyChart app.

Gelocation self-arrival

When you hit the radius set around the geofence, you will see a notification stating you are about to arrive for an appointment
You will then see screens asking you to confirm that you have arrived. You must click on “I’m here” on the first screen, then click on “Ok” on the following screen.

Patient-initiated self-arrival:

You log into MyChart, locate your appointment, and tap the "I'm Here" button. You will then see a screen to auto-arrive for their appointment. You must click on "I’m here" on the first screen, then click on "Ok" on the following screen.