MyChart: 2-Way Text Notifications and 2-Step Verification

10/10/2024

Exciting new features coming to MyChart! Read on below to learn about the new 2-way texting and 2-step verification features, including helpful resources to help patients navigate these changes.

MyChart 2-Way Texting Coming Oct. 23

MyChart offers a new 2-way text notification system for all Valley patients that launches on October 23. This is an upgrade to our current one-way text notification system that will allow patients to more easily manage their own healthcare and save time for themselves and our teams.

With this new 2-way functionality, patients will be able to respond to automated messages and take action with simple prompts. With more self-service capabilities available through 2-way texting, we anticipate this will reduce the reliance on phone calls and MyChart messages to accomplish the following tasks:

Appointment notifications

Confirmation: Patients can confirm appointments with a simple text, saving time for themselves and our patient access team members.
Cancellation: Patients can cancel appointments, saving time and reducing appointment no-shows. This feature has reduced no-shows by up to 50%.

COMING SOON: Starting Nov. 13, if a patient has a credit/debit card on file in MyChart, they will be able to pay bills by text, making it easier than ever. If they don't have a card on file, they can add one by logging in to MyChart.

Patients who have already opted in to receive appointment notifications through MyChart will automatically receive this upgraded functionality.

Three Ways for Patients to Opt-In Starting Oct. 23

Patients who have previously opted-in to receive appointment reminders will automatically receive the upgraded MyChart functionality.

For those who have not yet opted-in, there will be three ways to opt in:

Text START to 36893
Log in to MyChart and set up communication preferences, including email, text, phone, and mail. For each they will have the choice of opting in or out.
(Patients without a MyChart account can still opt-in through one of the other two options.)
Ask a patient access team member to turn notifications on for them. NOTE, this will send a message to the patient's device that confirms they are opted-in.

Once opted-in, patients can easily opt-out at any time by texting STOP to 36893 or by going into MyChart and updating their community preferences.

Valley Activating 2-Step Verification for MyChart Users on Nov. 9

As part of the fall Epic upgrade on Nov. 9, Valley will be activating 2-step verification for all MyChart accounts. This is a common practice for organizations that manage personal information, and the goal is to add an extra layer of security to keep our patients' information safe.

We will be communicating this information to patients via MyChart message on or around Oct. 25, and will also share information about the coming change on our public-facing channels, including our website, blog, and social media channels.

If patients ask you about the change, the following information may be helpful to share with them:

2-step verification is a security tool that helps keep your personal health information and other person details (including financial information) secure. It helps make sure that your account and medical records stay safe, even if your password is stolen.
While 2-step verification will automatically be turned on for all users on Nov. 9, it is not required. MyChart users can disable 2-step verification when they receive the log-in prompt, or at any time in the future by going to "Security Settings" in the menu of their MyChart account.
Patients and family members can find more details and instructions in this Tip Sheet.
For questions or assistance, they can reach our support team by calling 833-452-4278 (833-45-CHART) or emailing mycharthelp@valleymed.org.

Thank you for your help communicating these changes with our patients and their families!