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Patient Portal News

02/4/25

We're moving to MyChart for patient records

MyChart patient support helpline  
1-833-678-8687, TTY 711  
Monday – Friday: 8 a.m. – 5 p.m. ET.  Closed holidays

Updated as of 2/17/25

Crystal Run Healthcare is happy to announce that early enrollment in MyChart, your new patient portal, is now available. While you may begin signing up for MyChart on February 17, 2025, please note the portal will have limited capabilities until we officially go live on March 1. This change will make getting the care you need from Crystal Run Healthcare easier than ever.

MyChart allows you to conveniently manage care for yourself and your family, all in one place. Anytime, day or night, you can:

  • Schedule appointments and checcheck-ink in online
  • Find the nearest urgent care and save a spot
  • Send secure messages to your doctor
  • Ask for prescription medication refills
  • View lab results and health summaries
  • Pay bills and view statements
  • See upcoming appointment details and more 

We will also be transitioning to a new electronic health record system to better serve you. While we make these changes, you may experience longer than usual wait times on the phones and in our office. We apologize for any inconvenience and thank you for your patience as we strive to enhance your experience.

Key dates and what to expect  

  1. As of February 26, 2025, your current patient portal (NextGen) will be switched over to read-only mode. You will still be able to log in to your portal account, but the experience will be limited.
  2. Medical records: You will be able to view, download, and print your historical medical records. Any new records or test results on or after March 1, 2025, will not be available in the old portal.
  3. Communicating with your provider: You may continue to send messages to your doctors or request medication refills through your current patient portal (NextGen) until February 26.
    1. From February 26-February 28, please call our office for any assistance needed. After March 1, you will need to sign up for MyChart to send provider messages and medication refill requests through the new portal.
  4. Online scheduling: As of March 1, you will be able to schedule an appointment through MyChart.
  5. While we transition to our new patient portal and online scheduling system, please note the following important information:
    • Between February 17 and February 28, you may continue to book appointments online through our website, however our current scheduling system will only display bookable appointment dates through Feb. 28.
    • During that time, if you’d like to schedule an appointment for a date that occurs after March 1, please call our office at (845) 703-6999 for assistance. After March 1, you will be able to use your MyChart account to schedule appointments online. 

How to access the new portal  

Go to https://epicmychart.optum.com/MyChart/ and create your MyChart account today.  
 After your account is created, download MyChart on your mobile device:  

Go to the App Store or the Google Play store and search for MyChart. Look for the MyChart logo to ensure it’s the right app.
Tap Get or Install. Then tap Open. Or find the MyChart icon on the device and tap to open.
Select Optum Medical Care from the list of organizations. If you don’t see it right away, search by name, state or ZIP code.

 

MyChart frequently asked questions

We are committed to making this transition as easy as possible. Below, please find our dedicated resources for our Epic MyChart portal and Frequently Asked Questions. Here are answers to some common questions about moving from your current patient portal to Epic’s MyChart.
 

Access to your current patient portal

I already have an account on your NextGen patient portal. Will I automatically have a MyChart account?

No, you will not automatically have a MyChart account. You will need to sign up for the new portal. It's quick and easy to sign up for MyChart.

Patients will be able to sign up doing one of the following:

  • Email: You may get an enrollment email with a sign-up link. This link is your access to register for a MyChart account. The portal invitation will come from Optum. The subject line will say, "You're invited to create a Patient Portal account with Optum." If you don't get an email, please check your junk folder.
  • In person: You can also sign up for a MyChart account with our front desk staff in the office. No appointment needed.
     
Will I still be able to use my NextGen portal account?

After February 26, 2025, if you have a NextGen account, you will be able to log in to view health information only. You will no longer get health history updates or be able to message your care team or request medication refills using this portal. You will need to sign up for MyChart to communicate with your provider beginning March 1. 

Will I still be able to view my health information in the old portal?

If you have a current NextGen account, you will still be able to log in and view your medical history. You will no longer get new health history updates or be able to message your provider or request refills using this portal. You may view, download, or print your historical documents to save for your personal records. 

 

Moving to MyChart

Why can't I see my information with my new MyChart account?

It will take us a few weeks to fully switch to the new system. During that time, some features and health records may not be available yet.

Will my information move to the new portal?

You will not lose any health information. You may not see everything right away. Over the next few months, your complete medical health history will move to MyChart.

How do I complete the necessary check-in forms for my appointment?  

Log in to your Optum MyChart account, then select “Appointments & Visits” and find your upcoming appointment. Select the “eCheckin” button next to your appointment. Verify your personal information and insurance and sign any requested documents. Each section requires you to verify that the information is correct by selecting “This information is correct.” You can also make edits if needed. Next, you will make applicable copayments, review your allergies and health issues, and complete any pre-check questionnaires.  

Are Epic and MyChart the same thing?

Epic is the entire electronic health records system. MyChart is the patient portal supported by Epic. MyChart allows you to access your health information—stored in Epic—using a web browser or an app.

 

Signing up for MyChart

Why should I sign up?

MyChart is designed to help you manage your health with convenience and ease. There are many benefits to signing up for the portal. For starters, you'll be able to:

  • Connect with your care team — no matter where you are
  • Make or cancel appointments — no need to call
  • See upcoming appointments, medications, test results and medical bills
  • Request medication refills
  • and more
     
How do I sign up for MyChart?

Once we are live, there will be plenty of ways to sign up.

How to sign up for MyChart:

  • Email: You may get an enrollment email with a sign-up link. This link is your access to register for a MyChart account. The portal invitation will come from Optum. The subject line will say, "You're invited to create a Patient Portal account with Optum." If you don't get an email, please check your junk folder.
  • In person: You can also sign up for a MyChart account with our reception staff in the office. No appointment needed.
     
How do I make/access an account for someone else?


How do I add a dependent to my account on the portal?

  • Children up to 11 years old: Call the MyChart Support Helpline at 1-833-678-8687, TTY 711
  • Children 12–17 years old: New York State law provides privacy protection for patients who are minors. To request health records of a minor (12-17 years old), parents or guardians must complete the HIPAA Release of Information form.
  • All adults (18+): All adults (18+) who would like to share a Patient Portal must complete and sign the Health Care Proxy form. Just fill out, print, and fax, mail, or bring the form you need for your next appointment.
How do I access my child's account?

Parents, caregivers and legal guardians will have the ability to see the health information of the patient through their own personal MyChart account. This is called “proxy access”. With proxy access, you can do almost all the same actions as you would with your own account. Though there are some things to be aware of depending on the child's age. 

Ages 11 and under: Parents, caregivers and legal guardians can:

  • Send messages to their child's doctors and health care providers
  • Schedule appointments, including well-child checks
  • View upcoming and past appointments
  • Pay bills
  • View immunization records, test results and more

Ages 12–17: Once a child turns 12, there are some changes to what parents, caregivers and legal guardians can see in a child's MyChart account. You can still pay bills and view immunization records. However, sensitive information related to appointments, test results and medications won't be available, to protect the child's privacy. This ensures that we provide the privacy protections required by state law.  

Ages 18 and older: Once a child turns 18, parents, caregivers and legal guardians no longer have access to their child's health record in MyChart. You will have to be granted access by the adult child. A person 18 years old or older can grant access from their own MyChart account by going to "Share MyRecord Activity," selecting "Friends and Family Access," and clicking "Invite Someone." 

I already have a MyChart account, why do I need to sign up again?

MyChart is a host application. Each health organization has their own portal within MyChart. Even if you signed up for MyChart with another group, you still need to join our Optum portal to see your health information with us.

 

MyChart tools for patients

Can I book an appointment with my Crystal Run provider through MyChart?

Yes, patients with an Optum MyChart account can book an appointment with their Crystal Run Healthcare providers using the portal. If you do not have a MyChart account, you can sign up or book as a guest.

Where can I pay my bills? 

You will be able to pay your medical bill directly through MyChart for any appointments after March 1, 2025. You can also make payments through our billing portal on our Bill Pay page. Please note, for any services before March 1, 2025, you will need to use our legacy payment system here:  https://pay.crystalrunhealthcare.com/
For bills related to appointments after March 1, please use the payment portal here:  https://pay.optummedical.com/

How and when can I check the results of a test?

Almost all test results will be released right away once they are available, typically one – seven days after the date of your appointment. This means you may see your results before your doctor. When your doctor does review your results, they may add a comment in your account. This will then create an update to the result in MyChart. Some results may be delayed at the discretion of your doctor. As always, if you have questions or concerns, please call our office.

 

How to get sign-up help

Who do I contact for help with questions or getting started with my account? 

If you need additional assistance, you can call the MyChart Patient Support Line at  1-833-678-8687, TTY 711. Support is available Monday through Friday from 8 a.m. to 5 p.m. ET.