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

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

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.