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Frequently Asked Questions

Below you'll find a comprehensive list of frequently asked questions about myAurora. If you are unable to find the answers you need, please email the myAurora Support Team at myAuroraSupport@aurora.org or call us toll free at 855-624-9366.

Urgent Medical Questions

Please dial 911 if you're experiencing life-threatening injuries or medical problems. If your question needs a same-day response, please call your clinic.

NEW FEATURES
How can I reschedule an appointment?
I’m participating in a research study. Where can I see information about that in my account?
How can I tell if I have a pre-appointment questionnaire?
Where can I see upcoming tests and procedures?
What if I need to reschedule a test or procedure?
Why does it say [UPDATED] next to my test results?
Why don’t I see my medication listed in my account anymore?
I'm no longer taking a certain medication. Why do I still see it in myAurora?
What is My Plan of Care?
Why are some appointments listed as To-Do items?
Who is part of my Care Team?
How can I schedule an appointment for my child/dependent?
Getting Started
When should I use myAurora?
Why myAurora?
Is my personal health information secure?
Where do I start with myAurora?
What if I don't have an email account?
What are the computer system requirements for myAurora?
Can I access myAurora through my iPad, tablet, or mobile device?
Who can sign up for myAurora?
Will everything transfer upon my registration?
I've completed the registration, but the "submit" box is greyed out. What should I do?
I keep getting a redirect loop. How can I get into myAurora?
Proxy/Dependent Care
How do I get access to view family member's (such as my child, spouse, or parent) medical information in myAurora?
What information can I see in myAurora once I have access to my family member's account?
Why can't I see my child's complete health information on myAurora?
How do I access my dependent or proxy's record through myAurora?
Username/Password/Security
When I try to login, I keep getting a message saying "Invalid username or password." What should I do?
I forgot my username. How do I find it?
I forgot my password. How do I find it?
How do I change the email address I have associated with myAurora?
How do I change my password?
How do I change my security questions/answers?
Missing Information
I just registered for myAurora and none of my information is appearing. What should I do?
I cannot see my X-Rays, MRIs, or other images that were taken at an Aurora Health Care facility. What should I do?
Some of my health record information (i.e., my medication or immunization list) is incorrect. How can I correct it?
My test results are missing in myAurora. Why?
I received a message stating that I had a test result ready for viewing, but when I log into myAurora it's not there. What happened?
Why can't I see my dependent's/proxy's information?
Emails and Messaging
How can I be assured the messages I send are viewed only by my care team?
I've received emails about the same test results more than once. Why is that?
When can I expect a reply to a message?
My doctor is not showing up in Get Medical Advice. Why not?
What triggers email reminders?
Why is there no reply button on the message from my provider?
Why does myAurora time out when I am typing my message?
How do I send a message to my doctor?
How do I view my messages?
Test Results
When am I able to see my test results?
Where can I see my test results?
What is available for viewing in myAurora Test Results?
Is there a way to print more than one lab or test result at a time?
Can I compare multiple lab values for the same test?
When can I expect to see my x-ray results?
Why can't I see all my test results in myAurora?
At times, I've received the same test results more than once. Why?
How can I learn more about my test results?
Appointments
Can I make an appointment with a doctor I've never seen before?
What types of appointments can I book online?
How do I book an appointment online?
Why can't I make an appointment with the doctor I want to see?
Why am I unable to schedule a radiology appointment?
Why am I unable to schedule a lab appointment?
Why am I unable to schedule an appointment for my child ages 12 to 17 years old?
Billing
How can I pay my bill using myAurora?
How can I pay another person's bill using myAurora?
How can I view my Past Statements using myAurora?
How can I view my Billing History and Receipts using myAurora?
What do I need to do if there is a Billing error?
E-Visits
What is an E-Visit?
How much does an E-Visit cost?
Can I use insurance to cover the cost?
Why do I have to give my credit card before the visit?
Will prescriptions, tests or other services be covered by the E-Visit cost?
When should I use an E-Visit?
Can my E-Visit be cancelled?
Who can submit an E-Visit?
What's the process for completing an E-Visit?
When are E-Visits available?
Will my primary care physician perform the E-Visit?
When can i expect a response from the physician?
Medications and Prescriptions
How do I request a prescription REFILL and a prescription RENEWAL?
What should I do if I find a medication error or inaccurate information in myAurora?
Other
Why can't I use my browser's navigation buttons while using myAurora?
I was interrupted while using myAurora. When I returned to the myAurora website, I found that I was logged out. What happened?
I was logged out of myAurora while using it. What happened?

If you are still experiencing issues, please email the myAurora Support Team at myAuroraSupport@aurora.org or call us toll free at 855-624-9366.


NEW FEATURES

How can I reschedule an appointment?

If you need to reschedule an existing appointment, you can do it right from within your myAurora account. Please keep in mind, not all appointment types are reschedulable at this time.

  • Go to Visits > Upcoming Appointments
  • Choose the appointment you wish to rescheduled
  • Under Change This Appointment, select Reschedule This Appointment
  • Select your preferred date(s) and time(s) for your new appointment
  • View your provider’s availability and choose the new appointment date and time that works for you
  • Select Reschedule Appointment

You can then see your rescheduled appointment under the Appointment Details tab.

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I’m participating in a research study. Where can I see information about that in my account?

If you’re currently participating in a research study, you’ll be able to view details about the study within your myAurora account. Go to My Medical Record > Medical Tools > Research Studies. Under Research Studies, view your Active Studies to see:

  • A description of the study
  • The names of your Principal Investigator and study coordinators
  • Your current status as “Enrolled” in the upper right corner

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How can I tell if I have a pre-appointment questionnaire?

You may have a pre-appointment questionnaire to complete if you’re seeing a new doctor for the first time. You can view the questionnaire in your myAurora account by going to:

  • My Medical Record > Questionnaires > Upcoming Appointments

OR

  • From Visits, if you have a questionnaire available, you’ll see a clipboard icon left of the appointment. Select the Visit and complete any available questionnaires

Keep in mind that not all doctors and departments require pre-appointment questionnaires at this time – if you don’t see one in your account, then you most likely don’t have to complete one.

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Where can I see upcoming tests and procedures?

If your doctor has ordered upcoming tests or procedures, you can view them under the Visits menu, or by clicking the Get Test Results option on the homepage and selecting “list of upcoming tests and procedures.”

You'll also be able to view the dates and times of upcoming tests and procedures using our Plan of Care feature, which lists your upcoming appointments, current medications, Care Team and more.

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What if I need to reschedule a test or procedure?

If you need to reschedule a test or procedure, contact your doctor or clinic directly. If you need help finding your doctor’s phone number, you can search using our Find a Doctor tool.

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Why does it say [UPDATED] next to my test results?

If a test result has been updated or your doctor has left a comment about a test result, the results will be in bold and listed as [UPDATED] in your Test Results tab.

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Why don't I see my medication listed in my account anymore?

Medications will no longer be displayed in your myAurora account once 30 days have passed since the clinical end date of the prescription. If you need a refill of a certain medication but no longer see it in your myAurora account, be sure to contact your doctor directly to ask about refills.

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I'm no longer taking a certain medication. Why do I still see it in myAurora?

myAurora displays medications for up to 30 days past the prescription's expiration date. This allows you extra time to request refills if need be.

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What is My Plan of Care?

My Plan of Care offers a bird's eye view of your Aurora experience, including your past and upcoming appointments, your medications, and your care team. You can view My Plan of Care under the My Medical Record menu. Use My Plan of Care to view and schedule appointments, validate existing medications, and message members of your care team.

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Why are some appointments listed as To-Do items?

Appointments listed as To Do items still need to be scheduled. Click the orange ‘Request Appt’ button next to the appointment to schedule a convenient date and time with your doctor.

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Who is part of my Care Team?

Your Care Team includes the doctors and nurse practitioners you’ve seen in the past 18 months, as well as the providers you’re scheduled to see within the next 6 months. Care Team members are only displayed in your myAurora account if you can message them and schedule an appointment with them. If you don’t see a provider under your Care Team and need to schedule an appointment or get in touch, call their office directly.

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How can I schedule an appointment for my child/dependent?

If you are a proxy for your minor child or another dependent, you can schedule an appointment for them in myAurora.

  • After signing in to your myAurora account, select Make an Appointment from the homepage
  • All of the patients you are proxy for will be listed on the right side of your screen
  • Select the child or dependent you'd like to schedule an appointment for and click 'Make an Appointment'
  • Once the appointment is scheduled, you’ll be directed to an Appointment Details page or confirmation page
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When should I use myAurora?

Use myAurora for non-urgent medical situations such as medication refills, scheduling non-urgent appointments, and for messaging your doctor to get non-urgent medical advice.

If you need same-day medical advice, please call your clinic directly.

Please dial 9-1-1 if you're experiencing life-threatening injuries or medical problems.

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Why myAurora?

At Aurora Health Care, one of our goals is to make things as simple as possible for you. One way we are doing that is with myAurora.

We created myAurora to provide both caregivers and patients complete access to their health records. With myAurora, all of our doctors, hospitals, and clinics are on one system. If you see two doctors at two different places, your information will end up in one place: on your electronic health record. So you can easily access the information you need, all in one place.

When designing myAurora, we wanted to make sure it was easy to use and that it provided helpful information. We've added features for you to easily schedule appointments online, order prescription refills, and more.

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Is my personal health information secure?

Yes, myAurora is a secure environment. For more information, please see Aurora Health Care's Privacy Policy.

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Where do I start with myAurora?

Reading the FAQs is a good first step. Once you're ready to try out myAurora, go to https://my.aurorahealthcare.org and click sign up now to register for a myAurora account. Enter the activation code provided during your visit or request one online.

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What if I don't have an email account?

You will need an email account to access myAurora, and receive updates, changes, and alerts. You can create a free email account with Google, Yahoo, Hotmail, and many other sites.

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What are the computer system requirements for myAurora?

  • Internet browsers supported:
    • Internet Explorer 9.0 and above
    • Mozilla Firefox 33.0 and above
    • Google Chrome 38.x and above
    • Safari 6 on Mac/Windows

For best results, we recommend that you use the latest browser version available to you.

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Can I access myAurora through my iPad, tablet, or mobile device?

To access the mobile version of myAurora, download Epic's MyChart application from the App Store and choose Aurora as your provider.

At this time, myAurora is not fully optimized for tablets. As we update myAurora, we will be making the tablet experience better.

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Who can sign up for myAurora?

Anyone 18 and older can sign up for myAurora.

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Will everything transfer upon my registration?

All information should transfer to the new myAurora. However, there are times when some information may not transfer. If you experience this, please email the myAurora Support Team or call us toll free at 855-624-9366.

To add missing medications or to update your medication list:

  • Contact your doctor through the Get Medical Advice feature available in myAurora
  • If you have difficulty messaging your doctor directly, please email the myAurora Support Team at myAuroraSupport@aurora.org or call us toll free at 855-624-9366

To add missing dependents/proxies (children under 18, spouse, parent):

  • Sign into your myAurora account
  • Hover over the Messaging menu and select Request Family Access
  • Complete the form most appropriate to your relationship to the patient

Bring the completed forms along with a photo ID to your nearest Aurora Health Care location, or in the case of legal authority/minors, mail them to:

Aurora Advanced Healthcare Attn. myAurora P.O. Box 090996 Milwaukee, WI 53209

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I've completed the registration, but the "submit" box is greyed out. What should I do?

  • Try using a different browser. For example, if you are using Chrome, try Internet Explorer, Safari, or Mozilla.
  • If you are using Internet Explorer 10:
  • Click on Tools > Internet Options Click the security tab Click Reset all zones to default level Click Apply and then OK.

    If Reset all zones to default level is greyed out, you are already on the default security settings.

  • If these solutions do not resolve your issue, please check for security plug-ins. If you find that you have security plug-ins, please email the myAurora Support Team at myAuroraSupport@aurora.org or call us toll free at 855-624-9366 and tell us what plug-ins you're using so we can troubleshoot the issue for you.
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I keep getting a redirect loop. How can I get into myAurora?

If you are having issues getting into the website and/or are bounced from page to page, you may be experiencing the redirect loop issue. We recommend that you clear your browser's cookies (text stored by your web browser) and restart your browser. To clear the cookies on your computer, follow the instructions at:

http://www.wikihow.com/Clear-Your-Browser's-Cookies

If this does not work, please:

  • Try using a different browser. For example, if you are using Chrome, try Internet Explorer, Safari, or Mozilla.
  • Try restarting your computer. This will ensure that there are no cached cookies in your browser.
  • Navigate directly to myAurora (https://my.aurorahealthcare.org).
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How do I get access to view family member's (such as my child, spouse, or parent) medical information in myAurora?

Depending on your relationship to the patient, you will need to provide Aurora Health Care with one of three types of documentation:

  • For access to an adult patient's record
  • The patient will need to give you permission. The patient needs to bring a signed copy of the myAurora Delegated Access Form to an Aurora Health Care receptionist and provide proof of his or her identity.

  • If you have legal authority to make care decisions for another adult patient
  • In addition to the myAurora Delegated Access Form, you will need to provide a copy of applicable documentation (such as power of attorney) to Aurora Health Care.

  • For access to a minor dependent's record
  • Parents or legal guardians may request proxy access by providing a signed copy of the myAurora Parental Access Form to an Aurora Health Care receptionist.

Bring the completed forms along with a photo ID to your nearest Aurora Health Care location, or, in the case of legal authority/minors, mail them to:

Aurora Advanced Healthcare Attn. myAurora P.O. Box 090996 Milwaukee, WI 53209

Account access should be available within 5 business days of Aurora receiving your form.

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What information can I see in myAurora once I have access to my family member's account?

A full view is available for dependents between the ages of 0-11 and for adults 18 and older. A limited view is available for dependents between the ages of 12-18. The limited view provides access to information regarding allergies, customer service requests, histories, and immunizations.

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Why can't I see my child's complete health information on myAurora?

Due to state and federal regulations, as well as corporate policy, Aurora limits online access for 12 to 17 year-olds' patient records. For children aged 12 to 17, myAurora information is limited to allergies, customer service requests, histories, and immunizations.

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How do I access my dependent or proxy's record through myAurora?

The names of your dependents/proxies will appear as tabs along the right side of the screen. Click on the tab for the dependent/proxy and you will have access to their myAurora information.

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When I try to login, I keep getting a message saying "Invalid username or password." What should I do?

  • If you registered before March 2013, you must register again with the new myAurora. Please to go myAurora and either log-in (if you have an existing myAurora account) or click sign up now.
  • Remember that the password field is case sensitive. Double check to make sure your Caps Lock key is not engaged.
  • Make sure you did not enter extra spaces in either the myAurora username or password fields.

If none of these suggestions resolve your issue, please email the myAurora Support Team at myAuroraSupport@aurora.org or call us toll free at 855-624-9366 with your name, address, and date of birth.

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I forgot my username. How do I find it?

If you've forgotten your myAurora username, please use the forgot? username feature (in the sign in box) on the myAurora site. Simply enter your first name, last name, date of birth, and zip code and your username will be emailed to the email address we have on file for you.

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I forgot my password. How do I find it?

If you've forgotten your myAurora password, please use the forgot? password feature (in the sign in box) on the myAurora site. Simply enter your username, date of birth, and correctly answer your security question.

Note: Your answers must exactly match what you entered when you set up your account.

Once you have correctly answered your security question, you will be able to enter a new password.

If you cannot remember the answers to your security question, or if you have been locked out of your account due to too many failed password attempts, email the myAurora Support Team at myAuroraSupport@aurora.org or call us toll free at 855-624-9366. Please include your name, address, and date of birth.

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How do I change the email address I have associated with myAurora?

You cannot change your email until you log in. Once you have logged into your account, hover over the Preferences menu and select Notifications. Follow the instructions provided to change your email address.

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How do I change my password?

You cannot change your password until you log in. Once you have logged into your account, hover over the Preferences menu and select Change Password. Follow the instructions provided to change your password.

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How do I change my security questions/answers?

You cannot change your security questions until you log in. Once you have logged into your account, hover over the Preferences menu and select Change Password. Scroll down past the Change Password section and then follow the instructions provided to change your security question.

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I just registered for myAurora and none of my information is appearing. What should I do?

  • Are you a new patient of Aurora Health Care?
  • If you are, welcome to Aurora Health Care! We don't have your information yet, but we can get it at your first appointment. Feel free to schedule an appointment through myAurora.

  • Have you seen doctors at Aurora Health Care in the past?
  • We may be having trouble matching your myAurora records to our electronic health record system. Please email the myAurora Support Team at myAuroraSupport@aurora.org or call us toll free at 855-624-9366 so we can merge your accounts. Note: This process may take up to a week.

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I cannot see my X-Rays, MRIs, or other images that were taken at an Aurora Health Care facility. What should I do?

At this time, myAurora does not display images. If you would like to request images from a scan or a test, please message your doctor's office through the Get Medical Advice feature available in myAurora.

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Some of my health record information (i.e., my medication or immunization list) is incorrect. How can I correct it?

myAurora only shows information that was entered into Aurora's electronic medical record (EMR) system. This information must be changed by your physician. To correct the information, please contact your clinic or talk with your physician at your next visit. Once corrected, the information will be updated in myAurora.

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My test results are missing in myAurora. Why?

There are a few reasons why a test result may not be showing up in myAurora:

  • If you had your test performed outside of Aurora, the results may not be posted in myAurora.
  • myAurora does not currently post labs or tests that were performed at a hospital or ordered as hospital outpatient labs. This feature will be added in the future.
  • Due to sensitive nature of some tests, certain laboratory results cannot be released to you electronically. Your provider may choose to communicate these results via phone or at your in-office visit. This includes surgical pathology, HIV test results, procedures marked as confidential, and procedures from other electronic records.
  • Your results may not have been released yet. The result may take a few days or a few weeks to be processed and posted to myAurora. You will receive an email notifying you when your results are available for viewing in myAurora.
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I received a message stating that I had a test result ready for viewing, but when I log into myAurora it's not there. What happened?

There are a few reasons for the missing test result:

  • Multiple accounts linked to one email address. If multiple people link their myAurora accounts to a single email address, the message may relate to any one of their myAurora accounts. For example, if a husband and wife share an email address and they both have myAurora accounts, a new test result email message could relate to either the husband's or the wife's medical record.
  • If you have access to a proxy's/dependent's myAurora account, the message may be regarding a test that your proxy/dependent has had. Check to see if the result has posted in his or her account.
  • Test results are listed in order of when the test was performed, not when the test results were released. Therefore, when you go to the "Test Results" tab, the new test result may not be at the top of your list. You may need to scroll down to see it.
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Why can't I see my dependent's/proxy's information?

We may not have the right permission forms on file for you to see your dependent's/proxy's records. Please email the myAurora Support Team at myAuroraSupport@aurora.org or call us toll free at 855-624-9366.

While guardians may access their dependent's/proxy's records through myAurora, due to state and federal regulations, as well as corporate policy, Aurora limits online access for 12 to 17 year-old patients' records. For children 12 through 17, myAurora is limited to allergies, customer service requests, histories, and immunizations.

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How can I be assured the messages I send are viewed only by my care team?

When you send a message to your doctor's office, your message is sent over a secure connection directly to your care team. Aurora Health Care has always maintained pride in exceeding Health Insurance Portability and Accountability Act (HIPAA) security requirements and ensures your identity and personal information are safe and secure.

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I've received emails about the same test results more than once. Why is that?

Your health care provider may add comments to your test results after they've been released to you. Should this occur, you will receive the test result message again with the provider's comments on top.

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When can I expect a reply to a message?

Generally, you can expect to receive a reply within 2-3 business days. If your question requires a same-day response, please call your provider's facility directly.

Please dial 9-1-1 if you are experiencing life-threatening injuries or medical problems.

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My doctor is not showing up in Get Medical Advice. Why not?

There are a few reasons a doctor is not showing up in Get Medical Advice:

  • The doctor may be affiliated with a hospital or clinic that is not yet on the myAurora electronic health record system.
  • The doctor will not appear on your list unless he or she is listed as your primary care provider, you have seen him/her in the last 18 months, or you have an upcoming appointment with him/her in the next six months.
  • The doctor may not have messaging available.
  • Doctor's associated with Aurora's behavioral health program are not utilizing myAurora messing. We may need to manually load the doctor into your profile list.

If your provider is missing from Get Medical Advice, please email Technical Support through the Message Center or email the myAurora Support Team at myAuroraSupport@aurora.org or call us toll free at 855-624-9366.

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What triggers email reminders?

A patient can receive a reminder message for:

  • New messages
  • New test results
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Why is there no reply button on the message from my provider?

When the physician closes the message prior to receiving your response, you will not be able to reply to the original message. You will then need to create a new message.

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Why does myAurora time out when I am typing my message?

The Health Insurance Portability and Accountability Act (HIPAA) require us to build an automatic timeout into our system. We have expanded it from 10 minutes to 20 minutes. You should be receiving a two-minute warning message to let you know that the time out is coming.

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How do I send a message to my doctor?

  1. Log into myAurora.
  2. Click on the Message your provider alert from the home page or hover over the Messaging menu and select Get Medical Advice.
  3. Select your doctor from the To the office of: drop-down menu.
  4. Enter the subject, your message, and click Send.
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How do I view my messages?

To view your incoming messages:

  1. Log into myAurora.
  2. Hover over the Messaging menu and select Inbox.<
  3. The messages displaying in bold are the messages you have not viewed yet.

To view your sent messages:

  1. Log into myAurora.
  2. Hover over the Messaging menu and select Sent Messages.
  3. To view additional pages (if applicable) select Next (bottom right corner of the message list).
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When am I able to see my test results?

Test results may be posted within a few hours or a few weeks, depending on the test. Once your test results are available for viewing, you will receive an email stating that you have a test result, which is ready for review.

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Where can I see my test results?

Test results are available through the My Medical Record menu. Hover over My Medical Record and select Test Results.

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What is available for viewing in myAurora Test Results?

Labs, imaging results, pathology/cytology results, and OB procedure results appear in myAurora. However, pictures from X-rays, CAT scans, and MRIs cannot be viewed in myAurora at this time.

The following are not released on myAurora:

  • Surgical pathology
  • HIV test results
  • Procedures marked as "confidential"
  • Procedures from other electronic records
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Is there a way to print more than one lab or test result at a time?

At this time, there is no way to print multiple lab results at one time.

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Can I compare multiple lab values for the same test?

To compare multiple lab values, go to the Test Results feature on myAurora. Find the test you'd like to compare and click View Results to open the details of the test.

Click the Past Results or Graph of Past Results tab available in the test detail.

Depending on the tab selected, a table or graph should appear within one minute.

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When can I expect to see my x-ray results?

X-ray reports are not automatically released to myAurora until 14 days after the test is performed. This is to ensure your provider has had time to review the results and contact you personally when needed.

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Why can't I see all my test results in myAurora?

For legal reasons, some laboratory results cannot be released to you electronically. In addition, your provider may choose to communicate some or all of your test results directly due to the sensitivity of the results.

The following results are not released in myAurora:

  • Surgical pathology
  • HIV test results
  • Procedures marked as "confidential"
  • Procedures from other electronic records
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At times, I've received the same test results more than once. Why?

Your health care provider may add comments to your test results after they have been released to you. Should this occur after you have read the first result message, you will receive the test result message again with the provider's comments at the top.

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How can I learn more about my test results?

  1. Log into myAurora.
  2. Hover over the My Medical Record menu and select Test Results.
  3. Find the test you'd like to learn more about and click View Results to open the details of the test.
  4. Click on the About This Test link.

If you have additional questions, please contact your doctor.

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Can I make an appointment with a doctor I've never seen before?

Within myAurora, you can make a first-time appointment with primary care providers. If you want to see a specialist, you may need to get a referral before scheduling an appointment.

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What types of appointments can I book online?

The following types of appointments can be booked online, depending on age and gender:

  • New patients can schedule:
    • Appointments with primary care providers
  • Established patients can schedule, provided that you have seen this provider before (within the last 18 months) and the provider allows online appointment scheduling:
    • Routine follow-ups
    • Physical exams
    • Illness/Injury exams
    • Workers comp exams
    • GYN problems exams
    • GYN yearly exams
    • OB checks
    • Annual mammograms
      • When scheduling online, if an answer falls outside the question parameters for a simple screening mammogram, please call your provider to make the appointment.
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How do I book an appointment online?

  1. Log into myAurora.
  2. Hover over the Visits menu and select Schedule an Appointment.
  3. Follow the instructions provided to schedule an appointment.
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Why can't I make an appointment with the doctor I want to see?

There are a few reasons why you may not be able to make an appointment with the doctor you have chosen:

  • Some Aurora doctors are currently not on the myAurora system. However, we are working on adding them as well as online scheduling for all our doctors.
  • If you have not seen your physician within the last 18 months, or you do not have an upcoming appointment scheduled with that physician, you will not be able to schedule an appointment with that physician online. You will need to call your physician's office to make that appointment.
  • Physicians associated with Aurora's Behavioral Health program are currently not part of the myAurora system.
  • Only certain types of appointments are available for online scheduling. Your doctor may not offer the appointment type that you need.
  • Some appointments require more time than others. There may not be enough time available for your appointment type.
  • There are some physicians who do not utilize the myAurora scheduling tools. If you have questions regarding this you may contact Technical Support via the Ask Customer Service feature in myAurora.
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Why am I unable to schedule a radiology appointment?

It is not possible to make radiology appointments online through myAurora with the exception of simple screening mammograms. This is due to the complex nature of most radiology appointments and the special instructions that go along with each appointment. You will need to contact the clinic to make an appointment.

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Why am I unable to schedule a lab appointment?

At this time it is not possible to make a lab appointment online through myAurora. You will need to contact the clinic to make an appointment.

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Why am I unable to schedule an appointment for my child ages 12 to 17 years old?

Due to state and federal regulations, as well as Aurora's corporate policy, Aurora limits online access for 12 to 17 year old patient records. For children aged 12-17 access is limited to viewing allergies, histories, immunizations and customer service requests.

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How can I pay my bill using myAurora?

  • Log into myAurora.
  • Hover over the Billing menu and select Online Bill Pay. myAurora Billing will open in a new window.
  • Select the bill you wish to pay (check mark in box on left).
  • Click on Pay Selected Bills or Schedule Selected Bills.
    1. Select Payment Amount
    2. Select Payment Source
    3. Review your payment
    4. Confirm
  • When complete, click I'm done using myAurora Billing to return to myAurora.
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How can I pay another person's bill using myAurora?

  • Log into myAurora.
  • Hover over the Billing menu and select Online Bill Pay. myAurora Billing will open in a new window.
  • Click on Pay Another Person's Bill.
  • Answer questions (Enter account number, patient last name, ZIP code on statement).
  • Click on Continue.
    1. Select Payment Amount
    2. Select Payment Source
    3. Review your payment
    4. Confirm
  • When complete, click I'm done using myAurora Billing to return to myAurora.
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How can I view my Past Statements using myAurora?

  • Log into myAurora.
  • Hover over the Billing menu and select Online Bill Pay. myAurora Billing will open in a new window.
  • Select Past Statements.
  • Select View Statement.
  • When complete, click I'm done using myAurora Billing to return to myAurora.
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How can I view my Billing History and Receipts using myAurora?

  • Log into myAurora.
  • Hover over the Billing menu and select Online Bill Pay. myAurora Billing will open in a new window.
  • Select Payment History.
  • Select View Receipt.
  • When complete, click I'm done using myAurora Billing to return to myAurora.
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What do I need to do if there is a Billing error?

You may contact the Billing Office from the Ask Customer Service feature in myAurora or contact Aurora Customer Service at 800-326-2250.

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What is an E-Visit?

E-Visits are part of our E-Care offering. An E-Visit is an online exchange of medical information between a patient and a physician, nurse practitioner, or physician’s assistant where the provider evaluates one of a number of specific conditions that leads to a diagnosis and treatment of the condition. The visit is via online secure communication. Simply fill out a questionnaire online as an alternative to going to the clinic for evaluation and treatment for certain medical conditions.

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How much does an E-Visit cost?

The fee for a completed E-Visit is $35.

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Can I use insurance to cover the cost?

We cannot bill your insurance for an E-Visit.

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Why do I have to give my credit card before the visit?

We need your credit card information before the consultation to confirm the payment method is valid. A hold will be placed on your credit card, but it will not be charged until the consultation has been completed.

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Will prescriptions, tests or other services be covered by the E-Visit cost?

Any prescriptions, or additional tests or services ordered that you receive will be billed separately. They are not considered part of the E-Visit.

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When should I use an E-Visit?

E-Visits can be used only for non-urgent symptoms for you or a child age 11 or younger for whom you are the parent or legal guardian. The specific conditions are:

Adult Conditions

  • Back Pain
  • Diarrhea
  • Cough
  • Headache
  • Red eye
  • Sinus Problems
  • Urinary Problems
  • Vaginal Discharge/Irritation

Pediatric Conditions

  • Constipation
  • Diaper Rash
  • Head Lice
  • Painful Urination
  • Red Eye
  • Vomiting/Diarrhea
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Can my E-Visit be cancelled?

At any time during the E-Visit, the provider may terminate the service and advise you to seek treatment from an in-person provider visit or, if it appears to the provider that the symptoms suggest an emergency, to seek care at the closest emergency room. If the service is disqualified by Aurora Health Care, there will be no charge for the service.

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Who can submit an E-Visit?

An E-Visit can be used for yourself or on behalf of a child age 11 or younger for whom you are the parent or legal guardian. You must be a Wisconsin resident and currently reside within the State of Wisconsin. Our health care providers are only licensed in Wisconsin. Do not send requests on behalf of someone else, or about someone else’s health.

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What’s the process for completing an E-Visit?

From the E-Visit landing page, accept the Terms and Conditions, submit your credit card information, fill out the questionnaire, and submit the information. A doctor will respond to you through myAurora, and provide you with your diagnosis and treatment plan.

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When are E-Visits available?

E-Visit hours of service are 8am - 10pm seven days/week. If you submit an E-Visit between the hours of 10pm and 8am, your E-Visit will be addressed at 8am the next morning.

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Will my primary care physician perform the E-Visit?

Weekdays between 8am and 5pm, your primary care physician (PCP) will be notified of your E-Visit submission if he or she participates in the E-Visit program. If your PCP participates in the program and is available, he or she will address your E-Visit. Otherwise, your E-Visit will be addressed by an Aurora primary care or urgent care provider who might not be your own personal primary care provider.

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When can I expect a response from the physician?

Between the hours of 8am and 10pm CST you can expect a response within one hour. E-Visits submitted after 10pm CST will be addressed the following morning.

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How do I request a prescription REFILL and a prescription RENEWAL?

Prescription Refills

If you have one or more refills remaining on a prescription, contact your pharmacy directly to request the refill. You may not request a refill from your pharmacy through myAurora.

Prescription Renewals

For new prescriptions or prescriptions without any refills available, you will need a renewal issued by your doctor. You may request a prescription renewal through myAurora.

Note: It generally takes two business days to process a Refill/Renew request.

  1. Log into myAurora
  2. Hover over the Messaging menu and select Request Rx Refill
  3. Select your medication from the list (check box/left column)
  4. Add comments, if applicable
  5. Select Continue button
  6. Select your pharmacy from the Pharmacy drop down, or Other if your pharmacy is not listed. (Other: Enter Pharmacy and Location in box below)
  7. Select Submit Request button
  8. Confirmation Screen: Your prescription refill request has been processed.
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What should I do if I find a medication error or inaccurate information in myAurora?

myAurora only lists the information that was entered into our Electronic Medical Record (EMR) system. This information must be changed by your physician. Please contact your clinic or discuss this with your physician. Once your physician corrects the information, it will be corrected in myAurora.

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Why can't I use my browser's navigation buttons while using myAurora?

Use of your browser’s navigation buttons may cause myAurora to log you out automatically. Instead of using your web browsers “back” and “forward” buttons, use the navigation tabs provided within the myAurora site to page forward and backwards.

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I was interrupted while using myAurora. When I returned to the myAurora website, I found that I was logged out. What happened?

For security reasons, myAurora automatically times out after 20 minutes of inactivity. As an added precaution, and to protect your privacy, please log out of myAurora whenever you leave your computer.

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I was logged out of myAurora while using it. What happened?

Your myAurora session will automatically time out after 20 minutes of inactivity. A warning message will display after 18 minutes of inactivity.

If you were logged out before 20 minutes had passed, myAurora may have been unavailable due to system maintenance (generally, we try to perform system maintenance in the early morning hours, between midnight and 5 a.m.). If you are automatically logged out, please wait 5-10 minutes before logging back in.

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If you are still experiencing issues, please email the myAurora Support Team at myAuroraSupport@aurora.org or call us toll free at 855-624-9366.