Frequently Asked Questions
What are the browser requirements for My Mosaic?
For best experience, we recommend using the latest version of Chrome, Firefox, Safari, or Internet Explorer.
What are your age requirements for using My Mosaic?
Due to Federal and State regulations regarding sensitive results we currently require our users to be at least 18 years of age.
What is the difference between My Mosaic and My Medical Record?
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 and arrange their page content to their specific needs but it does not personal health information without an invitation from My Medical record.
My Medical Record allows for secure, direct access to your medical information - including results, labs, provider messaging, appointment schedules and other HIPAA related information. If you have a My Mosaic account and would like to access to the information within your electronic medical please consult your provider or clinic staff about receiving a My Medical Record invitation.
How do I connect My Medical Record to My Mosaic?
In order to protect your privacy we must be able to positively identify you before providing an invitation to My Medical Record. This means that you must visit your clinic to request access My Medical. Once access has been approved, you will immediately receive a My Medical Record invitation, to the email address you have provided, and will be able to link your existing My Mosaic account to My Medical Record. (If you do not have an existing My Mosaic account, then the My Medical Record invitation will walk you through the easy process of creating and linking your My Mosaic with My Medical Record.)
What do I do if I forgot my 4 digit pin for My Medical Record access?
To protect your privacy, we are not able to provide your 4 digit pin over the phone. You will need to visit a clinic with photo identification and request a pin reset.
What do I do if I've forgotten my password?
You can reset your password
What do I do if I've forgotten my username?
We can email it to you
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.
I want to close my account? What do I do?
If you would like to end access to your My Mosaic and/or My Medical Record account please contact our portal support team at 800-447-3671 or firstname.lastname@example.org
What do I do if I think my account has been compromised?
If you believe another person has been gained access to your account information without your permission or was once granted access but should longer be able to see your information then the simplest resolution is to change your password. If you’re concerned that alone will not protect your privacy, then you can contact our portal support team at 800-447-3671 or email@example.com
and we can work with you on closing the existing account and possibly creating a new account.
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 800-447-3671 or firstname.lastname@example.org
What do I do if I don't have an email address?
There are many free email hosts, including Google and Microsoft.
Why do you need to know my address, birthdate, etc?
As a security measure we require certain information to create a My Mosaic account. Your information will not be shared outside of Heartland Health/Mosaic Life Care, and can also assist if you need to recover your account. Providing your birthday allows us to verify your age, users of My Mosaic must be 18 or older.
I see a data error (or have questions about information) in My Medical Record, who do I notify?
Please contact your care 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.
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.
What are your support hours?
We don't actually have "support" for our portal, but if you are having a non-emergency, please use the correct link on the Technical Issues Contact
page and we will get back with you within three business days.
Help! I have an emergency and My Mosaic isn't working for me. What do I do?
Don't rely on My Mosaic for emergencies. Call 911 or the Emergency Department immediately.
My Mosaic doesn't work on my mobile device. What do I do?
We try our best to make sure the My Mosaic Experiences works on the broadest range of mobile devices possible. Unfortunately, we can't support older mobile devices, and very
new mobile devices may not have been tested yet. If you are having issues, please provide details, including your specific mobile device make and model through our Technical Issues Contact page.
Who do I contact for broken links?
If you encounter a broken link please email email@example.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.
I sent my provider a message via the secure message option, how long before I should expect a response?
We make every attempt to respond to messages as soon as possible, but please give us 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 at 911.
I requested an appointment for today, and didn't hear back?
We require that all appointment request, 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, then please call your provider/clinic.
How does the online appointment process work?
At this time, the majority of our clinics use an appointment request message which allows you suggest two appointment dates and times you would like. Once our clinic staff receives the appointment request, they will review the schedule and if the requested date and time is available, then 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.
Can I access my kids/parents/spouse's information online?
At this time we do not permit “proxy” account access. However, we understand that there are numerous instances in life where we find ourselves caring or assisting in the health of others and may greatly benefit from instance access to their records. Therefore, we will continue to look for the best, secure, and private method to allow for “proxy” accounts in the future.