Mosaic Life Care > My Mosaic Portal - Frequently Asked Questions

My Mosaic Portal - Frequently Asked Questions

This document is intended to provide answers to some of the most common questions we receive. If you have a question that is not listed in this document or need further clarification, please contact our portal support team at portalsupport@mymlc.com.


About the Portal and Requirements


What is the difference between My Mosaic Portal and My Medical Record?

My Mosaic Portal (My Mosaic) is a self–service portal account, which can be created from any place that has a Web connection. My Mosaic offers the user the ability to customize content to their specific needs, but it does not include personal health information without access to My Medical Record.

My Medical Record allows for secure, direct access to your medical information — including test results, labs, provider messaging, appointment scheduling and other HIPAA–related information. If you have a My Mosaic account and would like access to the information within your electronic medical record, please consult your provider or clinic staff about receiving the information required to connect the items.

Help! I have an emergency and My Mosaic isn't working for me. What do I do?

My Mosaic and My Medical Record are not intended for medical emergencies. If you are having a medical emergency, please contact your emergency response system immediately (i.e. dial 911). 


 Access and Security


What are the age requirements for using My Mosaic?

Currently, we allow anyone 18 years and older to create a portal account and have access to their medical record. In addition, we allow for “proxy” access for children up to 10 years old. Due to Federal and State privacy regulations around sensitive results, we do not currently offer access for patients between 10 and 18 years of age. However, we recognize that this is an inconvenience for minors and parents alike. Therefore, we are working hard to navigate the legal obstacles and provide this functionality as soon as possible. If you’d like additional information related to minor’s ability to consent for medical treatment and their rights about sensitive results, please review sections 431.061 and 431.062 of the Missouri Revised Statues.

What information do I need to create a My Mosaic and/or connect to My Medical Record?

Anyone 18 years or older can create a My Mosaic account without any “special” information. You are required to have an email address and you will be asked to create a username and password, as well as provide some basic demographic information such as address and date of birth (DOB). 

You will need the same information as above to connect your My Mosaic account to your My Medical Record, plus a few additional items that allow us to verify your identity. These additional items are specific to the enrollment method being used, but will typically require one or more of the following:

  • MRN (Medical Record Number)/Account Number
  • SSN (Social Security Number)
  • DOB
  • Email invitation: To receive an invitation you must visit your clinic and request access to My Medical Record portal. In return, the clinic staff will ask for your email address and send you a unique invitation.  
  • Self–enrollment:If you have access to your MRN/Account number from a previous billing statement or clinic/hospital paper work, then you can enroll at www.mymlc.com/register

Do I have to be a Mosaic Life Care patient to enroll in the portal?

No — enrolling in the portal will still provide access to some tools which are not available on our “general” website. These tools include our Health Library, Symptom Checker, Suggested Links and others. Unfortunately though, if you are not a Mosaic Life Care patient, you do not have a medical record within our system to link to your portal account.

Can I enroll without going to see my health–care provider?

Yes — if you have documentation from a previous visit or billing statement, you can self–enroll whenever you would like and link your My Mosaic account to My Medical Record. Please go to www.myMosaicLifeCare.org/register to complete the registration process.

Is there a cost associated with My Mosaic and/or My Medical Record?

No — this is a free service which we provide to our patients to encourage them to be engaged and become an active participant in their health care. 

Can I still enroll if I do not want to provide my social security number? 

Yes — however, this greatly limits the enrollment options at your disposal. In order to enroll without using your SSN, you must receive an email invitation. To receive an email invitation, you must appear, in person, at your health–care provider’s office and request an invitation be sent to your email. In order to protect the privacy and security of all of our patients, we require a personal appearance to verify identity. Please be sure to bring a legal form of identification with you, such as a state issued driver’s license or passport.

What do I do if I don't have an email address? 

Unfortunately, without an email address you are unable to create a My Mosaic or My Medical Record account. We require this information in order to be able to send you important notifications related to your health care and portal activity. We do not sell or provide contact information to any other parties. If you need an email account, there are several free email providers to choose from such as Google.com and Hotmail.com.

How do I enroll in the patient portal?

There are several different enrollment options available.  Please review the scenarios below and select the option that is closest to your situation.

  • My Mosaic only account — Anyone can create a My Mosaic account by going to www.myMosaicLifeCare.org/portal. Please keep in mind that this option alone will not provide access to your medical record.
  • Existing My Mosaic account needing access to medical record — Log in to your My Mosaic account and in the center portion of the screen, you can enter your MRN or account number along with your SSN to connect to the medical record. Your MRN can be found on a variety of documentation provided during your most recent visit. The account number can be found on any Mosaic Life Care billing statement.
  • No previous My Mosaic account, but have MRN/account number — You can go to www.myMosaicLifeCare.org/registerand enter the requested information to create an account.  Once all of the account creation steps have been completed, your My Mosaic account will be linked to your medical record.
  • Portal invitation — You have received a portal invitation from your health–care provider. Please click the link provided in the email and enter the requested information. Upon completion, you will have created a My Mosaic account that is linked to your My Medical Record.
  • No My Mosaic account and does not want to provide SSN — You will need to request an email invitation from your health–care provider. When the invitation arrives at the requested email address, click on the link within the email to begin the enrollment process. Once all of the requested information has been entered, you will have created a My Mosaic account that is linked to your My Medical Record.

If I’m using the self-enrollment option, do I need a four–digit PIN to access My Medical Record?

No — a four–digit PIN is only required for the email invitation process. 

What do I do if I forget my four–digit PIN for My Medical Record access?

To protect your privacy, we are not able to provide your four–digit PIN over the phone. In order to receive a new PIN, you will need to visit your health–care provider’s clinic (no appointment necessary) and request a new PIN. Please be sure to bring valid identification with you, such as a state issued driver’s license or passport. 

What do I do if I forget my password?

You can reset your password online.

What do I do if I forget the answer to my security question?

Assuming that you still have access to the email account used to setup your My Mosaic account, you can request that a temporary password be sent. After receiving the temporary password, you can access your My Mosaic account, navigate to the My Account page and click edit next to the security question. 

If you no longer have access to the email account which you used to create your My Mosaic account, then you will need to contact our portal support team at portalsupport@mymlc.com or 800.447.3671.

What do I do if I forget my username? 

You can use the Forgot Username process to have your username sent to the email address which was used to create the My Mosaic account.  If you no longer have access to the email account associated with the My Mosaic account, then you will need to contact our portal support team at portalsupport@mymlc.com or 800.447.3671.

What do I do if my email address has changed?

After logging in, click on the My Account link to change your account settings, including your email address.

What do I do if I think my account has been compromised?

If you believe another person has gained access to your account information without your permission, or was once granted access but should longer be able to see your information, the simplest resolution is to change your password. If you’re concerned that alone will not protect your privacy, you can contact our portal support team at portalsupport@mymlc.com or 800.447.3671 and we can work with you on closing the existing account and possibly creating a new account.

Why do you need to know my address, birth date, etc.?

As a security measure, we require certain information to create a My Mosaic account. Your information will not be shared outside of Mosaic Life Care, and can also assist us if you need to recover your account.

Why do you need my social security number for the self–enrollment process?

We use this in combination with a variety of other information to help confirm your identity. To protect your privacy and security, the SSN is not stored within our portal. It used within the verification process and then discarded.

I want to close my account. What do I do?

Your account is not accessible to anyone else without the username and password, so the simplest method of “closing an account” is to stop using it. This method allows the account to remain dormant, but still available in the event you would like to use it again. However, if you would like a more permanent resolution, you can contact our portal support team at portalsupport@mymlc.com or 800.447.3671.


Usage


Can I get ALL of my medical record off of My Medical Record?

We are constantly updating the information that is available to our patients via the portal and we strive to display as much as possible. However, there are some legal and technical issues which prevent us from displaying everything. If you would like or need a complete copy of your medical record, you can contact the Health Information Services department at 816.271.6080.

I sent my provider a message via the secure message option. How long before I receive a response?

We make every attempt to respond to messages as soon as possible, but please allow at least 48 hours, excluding weekends and holidays. If your condition changes prior to a response, please take appropriate measures based upon our condition. These may include: calling and/or visiting your provider/clinic or contacting emergency medical assistance by dialing 911.

How does the online appointment process work?

At this time, the majority of our clinics use an appointment request message which allows you to suggest two appointment dates and times you would like. Once our clinic staff receives the appointment request, they will review the schedule. If the requested date and time are available, you will receive conformation of the appointment. If your preferred times are not available, the clinic staff will respond with openings close to your original times, and you will be able to accept or decline those offers.

I requested an appointment for today, and didn't hear back?

We require that all appointment requests made online be scheduled at least 48 hours in advance. If you’ve attempted to schedule an appointment online and have not received a conformation on your appointment, please call your provider/clinic.

How do I send a message?

To send messages to your provider, use the following steps:

    1. Log in to your portal account at www.myMosaicLifeCare.org/portal.
    2. Under the Message section, click the New Message link.
    3. In the To: field, begin typing the name of the health–care provider you would like to reach. As you type, a list of names should begin to appear. When the name of the provider you would like to contact appears in the list, click on it to complete the entry.
    4. Type a subject for your message.
    5. Add any attachments that you might need to include. Examples would include pictures, Word documents, spreadsheets, etc.
    6. In the message section, enter your questions/comments/concerns.
    7. Click Send.
    8. You will receive conformation the message has been sent.

How do I request a prescription refill? 

    1. Log in to your portal account at www.myMosaicLifeCare.org/portal.
    2. Under Quick Links, click on the Med Refills link.
    3. Begin typing the name of the health–care provider you would like to reach in the renewal request field. As you type, a list of names should begin to appear. When the name of the provider you would like to contact appears in the list, click on it to complete the entry.
    4. If the medication displays within your active medication list, place a check next to it, enter a reason for renewal and the quantity. If this is a new medication request, click the Add Medication button and enter the name of the medication, dose, quantity, renewal reason and frequency taken.
    5. Select whether you would like to be contacted via secure message (through the portal) or phone.
    6. Identify what you would like to occur with the prescription.
    7. Add any additional comments you may have.
    8. Click Send.
    9. You will receive conformation that the request has been sent.

How do I view a message from my provider? 

    1. Log in to your portal account at www.myMosaicLifeCare.org/portal.
    2. In the Messages section, click View All.
    3. Click on the message you would like to read.

Can I see if my provider has read my message?

    1. Log in to your portal account at www.myMosaicLifeCare.org/portal.
    2. In the Messages section, click View All.
    3. Click on the Sent Items folder.
    4. Find the message in question and review the details in the right-hand column. If the message has been read, then the status will display as open. If the message has not been read, then the status will display as unopened.

How do I view lab results? 

    1. Log in to your portal account at www.myMosaicLifeCare.org/portal.
    2. Under Quick Links, click the Results link.

How do I view physician notes?

    1. Log in to your portal account at www.myMosaicLifeCare.org/portal.
    2. Under Quick Links, click the Notes link.
    3. How do I setup appointment reminders? 
    4. Log in to your portal account at www.myMosaicLifeCare.org/portal.
    5. Click on Contact Methods/Reminders.
    6. Select which methods of communication you would like to receive by placing a check next to each option and entering any additional required information, such as phone number or email address.
    7. Select the types of notification you would like to receive.
    8. Save preferences. 

How do I view upcoming appointments and details?

    1. Log in to your portal account at www.myMosaicLifeCare.org/portal.
    2. Upcoming appointments will display under the appointment section.
    3. Click on each appointment to receive additional information.

How can I get a summary of my visit(s)?

    1. Log in to your portal account at www.myMosaicLifeCare.org/portal.
    2. Click the View Full Medical Record link.
    3. Click the Visit Summaries link in the left column.
    4. Locate the visit for which you would like to receive a summary.
    5. Select what you would like to do with the summary from the right column:

Download:

    1. Click the down arrow icon in the right column.
    2. Select to download a viewable or codified document. (Viewable option: Creates a PDF document which displays in a format that is easily read. Codified option: Creates an XML document which is formatted to be used by computers and/or uploaded into other systems.)
    3. View and/or save the file.

Email:

    1. Click the envelope icon in the right column.
    2. Enter the direct email address of the provider or institution you would like to have your visit summary sent. (NOTE: The direct email address is a very specific address that contains the direct domain and will typically be similar to firstname.lastname@direct.institution.com. It is not an address such as johndoe@mymlc.com or drtest@hotmail.com. Please do not send Mosaic Life Care visit summaries to other Mosaic Life Care providers. These providers will have access to the information via our electronic medical record.)
    3. Enter your phone number.
    4. Enter any additional message you would like to include.
    5. Click the Send button.

How can I pay my bill online?

    1. Log in to your portal account atwww.myMosaicLifeCare.org/portal.
    2. Click on Bill Pay in the banner.
    3. Enter the requested information from the billing statement.

How I update my account information? (Mailing address, email address, Security Settings, Security Question or password)

    1. Log in to your portal account at www.myMosaicLifeCare.org/portal.
    2. Click on My Account.
    3. In the section which contains the information you would like to update, click the Edit link.
    4. Enter the new information.
    5. Save the change.

Can I cancel an appointment online?

Yes, but the cancellation must occur at least 24 hours before the scheduled appointment time. If it is within 24 hours of your scheduled appointment time, you will need to call your health–care clinic in order to cancel the appointment. To cancel an appointment online, please follow the steps outlined below:

    1. Log in to your portal account at www.myMosaicLifeCare.org/portal.
    2. Under the Appointments section, click the appointment date/time and provider link.
    3. Click the white “x” icon on the right hand side of the appointment details screen.
    4. In the next window, select that you would like to cancel the appointment.
    5. In the Send Request to field, begin typing the name of the health–care provider for which the appointment is scheduled. As you type, a list of names should begin to appear. When the name of the provider you would like to contact appears in the list, click on it to complete the entry.
    6. Enter a reason for cancelling the appointment.
    7. Select how you would like to be contacted should the clinic staff have any follow–up questions.
    8. Click the Request Cancellation button.
    9. You will receive confirmation the appointment cancellation request was sent.

Can I reschedule an appointment online?

Yes — an appointment reschedule request can be sent up to 24 hours before the scheduled appointment time. If it is within 24 hours of your scheduled appointment time, you will need to call your health–care clinic in order to reschedule your appointment. To reschedule an appointment online, please follow the steps outlined below:

    1. Log in to your portal account at www.myMosaicLifeCare.org/portal.
    2. Under the Appointments section, click the appointment date/time and provider link.
    3. Click the white “x” icon on the right hand side of the appointment details screen.
    4. In the next window, select to cancel and reschedule your appointment.
    5. In the Send Request to field, begin typing the name of the health–care provider for which the appointment is scheduled. As you type, a list of names should begin to appear. When the name of the provider you would like to contact appears in the list, click on it to complete the entry.
    6. Select when you would like to reschedule the visit.
    7. Indicate if you have a preference on the day of the week for the appointment.
    8. Indicate your preferred time.
    9. Select how you would like the clinic staff to communicate with you regarding this request.
    10. Click the Reschedule Appointment button.
    11. You will receive conformation the appointment reschedule request was sent along with the details of the request.

Is it possible to delete a message from my portal account?

Not at this time. 

How will I know if my appointment cancellation or reschedule was received and the appropriate action taken?

There are a few options to help you determine the status of a request. First, with My Mosaic Portal, you can check under the Appointments section to see if the appointment is removed (cancellation request) or if the appointment time has been updated (rescheduled request). You can determine if the clinic staff has reviewed your request by clicking View All in the Messages section and then navigating to the Sent Items folder. Identify the message and in the right hand column you can see the status of the message. If the status is unopened, then the message has not been reviewed. If the status is opened, the message has been reviewed and is being worked. As a final indicator to the status of your request, you should receive a communication from your provider’s staff in the format you selected when placing the original request. This will either be a phone call or secure message to your portal account. If you have questions or concerns about the status of a request, please call your health–care clinic.

Can I sign my yearly consent to treat online?

Yes — if you have an upcoming appointment and we need a new consent form completed, it will appear within the portal under the Notices section. You can click the link which will present our consent to treat form for review. After reading the information, you can choose to accept or deny the terms by clicking the buttons at the bottom of the screen.

Can I complete a pre-visit assessment online?

Yes — the pre–visit assessment will become available within the Appointment section of the portal, 14 days prior to your appointment. To review and update the information, click the Confirm your medical information link which appears to the right of your appointment. This information can be updated as often as necessary prior to the appointment. 

When will I receive a reminder about my appointment?

Appointment reminders in the form of email and text messages are sent out the morning prior to your appointment. For example, if your appointment is at 9 a.m. on Wednesday, you should expect to receive a reminder Tuesday morning. Please keep in mind that we do not alert for every appointment type. 

I see a data error (or have questions about information) in My Medical Record. Who do I notify?

Please contact your healthcare provider or clinic that is responsible for the specific information. Your provider/clinic staff will be able to better explain the documentation and/or correct any errors. 


Minor Proxy


How do I get access to my child’s medical record?

At the present time, the child must 10 years old or younger in order for us to grant access. You must inform your child’s health–care provider that you would like to have online access to his/her medical record. Then you must create a portal account for yourself which can be done here. Once you have an account, there will be a notice in the notification section alerting you that a minor has granted you access to their medical record. In order to accept the request, you must know the minor’s SSN.

Does my child need to create a portal account?

No — the child does not actually have access to their information. Only their authorized representatives such as parent(s) and legal guardian(s) have access to the information.  Therefore, an account is not “technically” created for a minor. Instead, we link the parent’s or legal guardian’s account to the minor’s information.

Why can I have access to my six-year-old’s information, but not my 13-year-old?

Under Federal and State regulations, minors have the ability to consent to treatment, and depending on the circumstances, we may or may not be able to share this information with the parent(s) or legal guardian(s).  For additional information on this topic, please review Chapter 431 sections 431.061 and 431.062 of the Missouri Revised Statues.

What happens on my child’s 10th birthday?

Nothing currently — it is technically not until 12 years of age when we start to encounter issues around sensitive results. In order to work through the legal obstacles for minors between the ages of 12 and 18 we intentionally built a small buffer into our timelines. We anticipate being able to provide access to those between 12 and 18 years sometime during 2014. However, we did not want to encounter a scenario where the patient was enrolled in the portal at age 11, a week later turned 12, and then we had to shut the account off.

What are sensitive results?

Sensitive results are items such as pregnancy, sexual transmitted disease and drug testing, but can also include mental health evaluations. Minors can consent to treatment for these items without the consent of their parent(s) or legal guardian(s) and with the privilege of privacy. There are a variety of items which pertain to when and if a health–care professional can and/or must inform the parent(s) or legal guardian(s). For additional information on this topic please review Chapter 431 sections 431.061 and 431.062 of the Missouri Revised Statues.


Technical


What are your support hours?

You can contact our portal support team anytime by sending an email to portalsupport@mymlc.com. Messages sent to this address will be answered as quickly as possible.

You can also receive support by calling 800.447.3671, Monday – Friday, 8 a.m. – 5 p.m.

What are the browser requirements for My Mosaic?

My Mosaic is designed to operate on current versions of Chrome, Firefox, Safari and Internet Explorer, that have both cookies and Java script enabled. We define current version as the newest browser version and back two versions. For example, if Internet

Explorer 11 is the newest version, then we will support versions 9 and 10, but not version 8 or older. Using an older browser version might result in missing functionality and/or items not displaying correctly.

For the best experience, we recommend using the latest version of Chrome, Firefox, Safari or Internet Explorer.

I can access My Mosaic, but I encounter errors when I try to access My Medical Record or parts of it.

Please contact our portal support team so we can investigate the nature of your issue and provide a resolution. Our portal support team can be reached at portalsupport@mymlc.com or 800.447.3671.

I just got an error message, who do I notify?

If you received an error message, please provide your error number and any other details about the issue you experienced through our Technical Issues Contact page or by calling 800.447.3671.

My Mosaic doesn't work on my mobile device. What do I do?

We try our best to make sure the My Mosaic website works on a broad range of mobile devices. Unfortunately, due to the number of devices and various combinations of software available in the market place, it is impossible for us to test and validate all devices. If you are having issues, please send a message to the portal support team at portalsupport@mymlc.com and provide specific details about the issue being encountered, as well as the mobile device make and model.  We will review all factors and make every attempt possible to provide a resolution to the issue.

Who do I contact for broken links?

If you encounter a broken link, please email contact@mymlc.com with the broken link information.

Who do I contact with suggestions for improvement?

We welcome your suggestions on how to make My Mosaic better. Please go to our Technical Issues Contact page and select the option that best represents your suggestion or comment.

Why did I receive a message that my direct message was undeliverable?

The message should state a specific reason why it could not be delivered. Typically, this is caused by entering an unacceptable email address such as johndoe@mymlc.com or drsmith@hotmail.com. Direct messaging is unique and requires a very specific domain name.  Generally speaking, the email address will be similar to firstname.lastname@direct.institutionname.com. If you have confirmed you are using the correct email format, but continue to receive errors, please contact our portal support team at portalsupport@mymlc.com or 800.447.3671. 

I have not received an email invitation. What should I do?

Please be sure to check any spam or junk email folders you may have within your email system.  If you are still unable to locate the invitation, please contact your health–care provider and request a new invitation be sent.

Why do I not receive a notification when there is a new message from my health–care provider?

First, check any junk or spam folders your email system might provide. If the message appears in one of these folders, please identify the message as “not junk” which should cause future notifications to appear in your inbox.

Second, notification of new portal messages are sent to the email address that is listed within your medical record, which could possibly be different than the email address listed within the patient portal. If you have recently changed email addresses, please update your account information within the portal. This can be done by performing the following steps:

    1. Log in to your portal account at www.myMosaicLifeCare.org/portal.
    2. Click on My Account.
    3. In the email section, click the Edit link.
    4. Enter the new email address you would like associated with your portal account.
    5. Re–enter the email in the confirm email field to ensure there are no typos in the first entry.
    6. Enter your current account password.
    7. Save the change.

If this does not resolve the issue, please contact our portal support team at portalsupport@mymlc.com or 800.447.3671. 

I lost or deleted my email invitation. What do I do now?

If you have access to your MRN or account number, you can create a My Mosaic account by going to www.myMosaicLifeCare.org/register. (The MRN can generally be found on documents provided during a recent hospital or clinic visit. The account number can be found on a recent billing statement.) If you do not have access to this information, you can contact your health–care provider’s clinic and request a new invitation be sent.

I’m trying to set up appointment reminders, but it tells me the cell phone number is already in use?

Due to future functionality requirements, each My Mosaic portal account must have be associated to a unique cell number. If you and a spouse (or any other individual) share a cell phone number and they have previously created an account with reminders turned on, then unfortunately you will not be able to receive reminders to the same cell phone number for your My Mosaic portal account. However, you can still receive appointment reminders via email.

I’m trying to create a portal account and receive an error saying that my account is already claimed?

This is an indication that you have previously created a My Mosaic portal account and linked it to your My Medical record. To recover a forgotten account/username, you can use the forgot username process here. If you are still unable to retrieve your account, please contact our portal support team for additional assistance at portalsupport@mymlc.com or 800.477.3671.

When trying to send a message or book an appointment, why can’t I find my provider?

The largest majority of our providers are available online, but unfortunately there a very few circumstances which prevent us from being able to list a health–care provider within the portal. If you are trying to send a message or book an appointment and the provider does not appear, please contact our portal support team at portalsupport@mymlc.com. They will determine if this was an oversight or if there is a specific reason why the provider does not appear and respond to your message accordingly.