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MyAdvocateAurora Frequently Asked Questions

What Is MyAdvocateAurora?

In April 2018, Advocate Health Care in Illinois merged with Aurora Health Care in Wisconsin. Together, as Advocate Aurora Health, we’ve created a new, combined patient portal experience. The MyAdvocateAurora patient portal makes it easier than ever to manage your health and access the care you need, when and where you need it.

For Advocate Patients

What happened to MyAdvocate and Dreyer MyChart?

MyAdvocate and Dreyer MyChart are now MyAdvocateAurora.

You can use MyAdvocateAurora to make appointments, pay your bill, refill prescriptions and much more — just like you could in your MyAdvocate or Dreyer MyChart account.

MyAdvocate and Dreyer MyChart will still be available with limited functionality until December 31, 2018 — after then, you’ll need to use MyAdvocateAurora.

What is MyAdvocateAurora?

MyAdvocateAurora is Advocate Aurora Health’s new patient portal that makes it easier than ever to schedule appointments, message your doctor, view test results, pay your bills or renew prescriptions online. You can even use it to get convenient care wherever you are with an E-Visit.

Do I need to register a new account?

Yes. If you’ve logged in to MyAdvocate or Dreyer MyChart in the last year, you’ll be receiving an activation code by email in early December that’ll allow you to register a new account. If you didn’t get an activation code in December, request one now.

Do I need to re-establish proxy access?

Yes, you’ll need to re-establish any proxy access you had set up. To do so, sign in to your MyAdvocateAurora account and select Request Family Access from the Resources menu. For access to your child’s records, you can fill out the form online. For adult access, you’ll need to download and print the form.

If you have additional questions about proxy access, see our proxy FAQs.

I was a MyAdvocate user. What changes can I expect in MyAdvocateAurora?

MyAdvocateAurora has all the features of MyAdvocate plus a few great additions, including:

  • An updated look and feel
  • Online bill pay
  • E-Visits
  • Pre-visit and history questionnaire
  • Online appointment check-ins through PreCheck-In

One other great change is you’ll now have access to thousands more health care providers in Wisconsin at our Aurora hospitals and clinics — just another way we’re expanding your access to care. Here’s how to find an Aurora doctor.

I was a Dreyer MyChart user. What changes can I expect on MyAdvocateAurora?

MyAdvocateAurora has all the features of MyChart plus a few great additions, including:

  • Online bill pay and payment plans
  • Improved online scheduling
  • Wait times for ICC/ACWs
  • E-Visits for children
  • Pre-visit and history questionnaire
  • Online appointment check-ins through PreCheck-In

One other great change is you’ll now have access to thousands more health care providers in Wisconsin at our Aurora hospitals and clinics — just another way we’re expanding your access to care. Here’s how to find an Aurora doctor.

Where are all of my medical records?

After Visit Summaries for visits on December 1, 2018 and beyond will be available on the new MyAdvocateAurora patient portal. Any previous After Visit Summaries will only be available on MyAdvocate or Dreyer MyChart. If you need copies of your After Visit Summaries, you can download them from MyAdvocate or Dreyer MyChart , which will be available with limited functionality until December 31, 2018.

Can I still access MyAdvocate or Dreyer MyChart?

MyAdvocate and Dreyer MyChart will be available with limited functionality until December 31, 2018.

How far back do health records go on MyAdvocateAurora?

MyAdvocateAurora usually displays your most recent health records from the last couple of years. But if you used MyAdvocate and recently signed up for MyAdvocateAurora, you may not see your previous health records quite yet. You can request medical records through MyAdvocateAurora from the Health menu by selecting Download My Record, then Download Visit Records. You can also request medical records by email, by mail or at an Advocate Aurora Health facility.

How can I get help or more information?

Browse more FAQs on this page to start. If you can’t find an answer:

For questions about MyAdvocateAurora, call 855-624-9366 or email MyAdvocateAuroraSupport@aah.org.

For questions about your existing MyAdvocate portal, call 855-805-3796 (technical support only — to activate your new account, sign up here).

For questions about your existing Dreyer MyChart portal, call 855-624-9366.

For Aurora Patients

What happened to myAurora?

You can think of MyAdvocateAurora as an expanded myAurora. Now people who see providers at Advocate Health Care facilities have access to the same electronic health record system you’ve been using for years — this means you have access to a whole new level of care in Illinois, too.

I had a myAurora account. What changes can I expect on MyAdvocateAurora?

If you had a myAurora account, not much has changed for you — when you sign in, you’ll notice a fresh look and feel, but that’s about it. You’ll still have access to your doctors, and all your records will be right where you left them. With MyAdvocateAurora, you can:

  • Schedule appointments
  • Message your doctor
  • Pay your bill
  • Refill and renew your prescriptions
  • Check in before your appointment

One great change is you’ll now have access to thousands more health care providers in Illinois at our Advocate hospitals and clinics. Here’s how to find an Advocate doctor.

And we’ve now made E-Visits available in Illinois through MyAdvocateAurora — just another way we’re expanding your access to care.

Do I need to create a new account?

If you had a myAurora account, you don’t have to create a new account or reactivate your account to use MyAdvocateAurora — you can use your myAurora username and password to sign in at any time. To see what’s new, sign in now.

Can I still access myAurora?

No, MyAdvocateAurora completely replaced myAurora on November 29, 2018. If you had a myAurora account, your health records are already available in MyAdvocateAurora — you don’t need to do anything special to access them. If you do notice any missing information, check our missing information FAQs for help.

Can I still use the MyChart mobile app?

You can still use the MyChart mobile app, but there’s a brand new MyAdvocateAurora mobile app that’s now available on all Apple and Android devices. You can download it from the Apple App Store or from Google Play and start using it right now.

How far back do health records go on MyAdvocateAurora?

If you had a myAurora account, MyAdvocateAurora will display your most recent medical records — usually from the past several years. If you’re looking for medical records but don’t see them in your MyAdvocateAurora account, request medical records through MyAdvocateAurora from the Health menu by selecting Download My Record, then Download Visit Records. Or you can request medical records by email, by mail or at an Advocate Aurora Health facility.

How can I get help or more information?

Browse more FAQs on this page to start. If you can’t find an answer to your question, call the MyAdvocateAurora support team at 855-624-9366 or email MyAdvocateAuroraSupport@aah.org.

Using MyAdvocateAurora

When should I use MyAdvocateAurora?

MyAdvocateAurora is a great way to manage your overall health. Use it to message your provider, get non-urgent medical advice, view test results, schedule non-urgent appointments, refill prescriptions and more.

If you need same-day medical advice, please call your clinic directly. If you’re experiencing a life-threatening emergency, dial 911 immediately.

Where do I start with MyAdvocateAurora?

Reading the FAQs is a good first step.

Once you’re ready to try out MyAdvocateAurora:

Who can sign up for MyAdvocateAurora?

Anyone 18 and older can sign up for MyAdvocateAurora.

What if I don’t have an email account?

You will need an email account to access MyAdvocateAurora and receive updates through the system. If you don’t have an email address, you can create a free email account with Google, Yahoo and many other sites.

Can I access MyAdvocateAurora through my tablet or mobile device?

You can access MyAdvocateAurora through your mobile device by downloading the MyAdvocateAurora app. Go to the App Store (iOS) or Google Play (Android) to download the app.

You can download the app on your iPad as well as any Android tablet that has the Google Play store.

MyAdvocateAurora isn’t fully optimized for all tablets. For instance, Android tablets that don’t come with Google Play don’t support our app (this includes Kindle, Amazon Fire, etc.).

As we update MyAdvocateAurora, we’ll be making the tablet experience better.

Download MyAdvocateAurora for Android.

Download MyAdvocateAurora for iOS.

I’m having trouble with the MyAdvocateAurora mobile app. What should I do?

Not all MyAdvocateAurora features are available on the mobile app. If you’re having trouble using a particular feature through the app, try signing in from a desktop instead.

What are the computer system requirements for MyAdvocateAurora?

MyAdvocateAurora is supported by these browsers:

  • Microsoft Internet Explorer 11
  • Microsoft Edge (any version)
  • Firefox 33 or above
  • Chrome 38 or above
  • Safari 6.1 or above

If you use Internet Explorer 11, we support:

  • Windows 10
  • Windows 8.1
  • Windows 7 with Service Pack 1 (SP1)

If you use Safari 6.1, we support:

  • MacOSX v10.7 “Lion”

If you use our MyChart mobile app, we support:

  • Apple devices running iOS 9.0 or above
  • Android devices running 5.0*

*Android devices must have Google Play installed to run MyAdvocateAurora. Because Amazon Fire and Kindle devices don’t have Google Play installed, you won’t be able to use the MyAdvocateAurora app on those devices.

Will all of my records be available in MyAdvocateAurora when I register?

Many of your records should be available in MyAdvocateAurora. However, there are times when some information may not appear. If you experience this, you can send us a message from your MyAdvocateAurora account (Messaging > Ask Customer Service) or call us toll free at 855-624-9366.

To add missing medications or to update your medication list:

Select Medications from the Health menu. Here you can remove medications you no longer take as well as refill or renew your medications. You may also add new medications, but your additions won’t take affect until they’re reviewed at your next appointment.

If you have difficulty updating your medications list, email the MyAdvocateAurora support team at MyAdvocateAuroraSupport@aah.org or call us toll free at 855-624-9366.

To add missing proxy access for your dependents:

  • Sign in to your MyAdvocateAurora account.
  • Select Request Family Access from the Resources menu.
  • For access to your child’s records, you can fill out the form online. For adult access, you’ll need to download and print the form.

If you have additional questions about proxy access, see our proxy FAQs.

How far back do health records go on MyAdvocateAurora?

If you use Aurora Health Care, MyAdvocateAurora will display your most recent medical records — usually from the past several years. If you use Advocate Health Care and recently signed up for MyAdvocateAurora, your records may not go back that far quite yet. If you’re looking for medical records but don’t see them in your MyAdvocateAurora account, request medical records through MyAdvocateAurora from the Health menu by selecting Download My Record, then Download Visit Records. Or you can request medical records by email, by mail or at an Advocate Aurora Health facility.

Why do I see appointments, after visit summaries and test results from other health care organizations in my account?

We work with different health care organizations that we call “affiliates” to provide you with the best patient experience possible across different communities. That means sharing tools — like electronic health records — so each of your team members has a complete view of your overall health. It also allows you to access much of your health information from Advocate Aurora Health and our affiliates in a single, secure dashboard.

Other health care organizations use our SmartChart Community Connect system, which connects each system to the integrated electronic medical record.

Our affiliates include:

  • Bay Area Medical Center
  • Bay Care Medical Group

SmartChart Community Connects* include:

  • Innovative Pain Care
  • Pain & Critical Care
  • Midwest Nephrology Associates
  • Marquette Neighborhood Health Center
  • Dagam Neurosurgery
  • Lakeshore Community Health Care
  • Wisconsin Digestive Health Care

*Community Connect partners may contribute to documentation maintained by Advocate Aurora Health.

We also use a system called Care Everywhere® for sharing some of your health information with other participating health organizations, such as hospitals, physicians and health care providers when they need to treat you. Most of your health information in our system is automatically included unless you request it to be excluded in writing. To request to be opted out or opted back in to Care Everywhere, fill out our opt out/opt in request form and submit it to your doctor’s office.

Why can I only see some information from other health care organizations but not all of my information from those organizations?

Our affiliates can choose to take advantage of certain features of MyAdvocateAurora but not others. Because of this, you may not be able to see all of your information from other health care organizations in your MyAdvocateAurora account. For example, you might not be able to schedule online appointments with certain providers or pay your bill online. If you’re having trouble, call your provider’s office directly.

I’ve completed the registration, but the “submit” box is greyed out. What should I do?

If you’re unable to submit your registration, make sure cookies and JavaScript are enabled in your browser.

You can also try clearing your browser cache to solve the problem.

If you’re still having trouble, email us at MyAdvocateAuroraSupport@aah.org or call 855-624-9366.

Why is my account disabled?

If you’re unable to sign in to your MyAdvocateAurora account, or if you’re receiving an “account disabled” message, it could be because:

  • You’ve entered incorrect sign in information too many times in a row — Our system only allows 5 failed attempts before locking you out. These attempts are cumulative, so if you try to sign in Monday then try 4 more times Friday, it will still count as 5 failed attempts. This is true no matter how much time has passed between sign in attempts.
  • Your browser has saved an outdated password — Try entering your password instead of using the saved autofill password.
  • Your password or username is incorrect — You may be typing in the wrong username and/or password when trying to sign in. Try using the Forgot Username? or Forgot Password? links beneath the Sign In button to reset or recover your information.

See all security & sign in FAQs.

Why is my account blank?

There are two reasons you might see missing information in your MyAdvocateAurora account:

  1. You’re a new patient — Once you have your first appointment with an Advocate Aurora primary care doctor (this includes providers at either Advocate Health Care or Aurora Health Care), he or she will help get your medical records transferred to our system.
  2. Your account info doesn’t match your medical records — If the name on your medical records is Melissa, and the MyAdvocateAurora name you registered with is Missy, the system may not recognize the match. If you registered with the wrong name or information, call MyAdvocateAurora support at 855-624-9366.

See all missing information FAQs.

I keep getting a redirect loop. How can I sign in to MyAdvocateAurora?

If you’re getting a redirect loop, make sure cookies and JavaScript are enabled in your browser.

You can also try clearing your browser cache to solve the problem.

If you’re still having trouble, email us at MyAdvocateAuroraSupport@aah.org or call 855-624-9366.

Why can’t I use my browser’s navigation buttons while using MyAdvocateAurora?

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

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

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

I was signed out of MyAdvocateAurora while using it. What happened?

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

If you were signed out before 20 minutes had passed, MyAdvocateAurora 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 were automatically signed out, please wait 5–10 minutes before signing back in.

What if I can’t find an answer to my question?

If you can’t find an answer to your question, call the MyAdvocateAurora support team at 855-624-9366 or email MyAdvocateAuroraSupport@aah.org.

Test Results

When can I see my test results in MyAdvocateAurora?

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’ll get an email and a push notification on your mobile device stating that you have a new test result in your account.

What kinds of test results are made available in MyAdvocateAurora?

In your MyAdvocateAurora account, you’ll be able to view test results for:

  • Labs
  • Imaging results
  • Pathology/cytology results
  • OB procedures
  • X-rays, CAT scans and MRIs (text report and scanned results; images are not displayed)

The following types of test results are currently unavailable through MyAdvocateAurora:

  • HIV test results
  • Stress tests
  • Echocardiograms
  • Tests for Huntington’s disease
  • Procedures marked as “confidential”
  • Procedures from other electronic records

In addition, your provider may choose to communicate some or all of your test results directly due to the sensitivity of the results.

Where can I see my test results?

  • Sign in to MyAdvocateAurora.
  • From the Health menu, select Test Results.
  • You’ll see a list of all test results currently available for viewing.
  • Select an individual test result to view more details about that test.

If your tests were taken at a hospital, be sure to check the “Show Hospital Results” box on the main Test Results page.

Why can’t I see my test results?

If you can’t see some or all of your test results in MyAdvocateAurora, it could be because:

  • Your tests haven’t been released by your doctor yet — Depending on the type of test, it could take up to two weeks to get the results. If you feel too much time has passed and your results are still missing, contact your doctor’s office or clinic directly.
  • You had a type of test that can’t be released online — Certain types of tests are never viewable in MyAdvocateAurora due to their sensitive nature. These include HIV test results, stress tests, echocardiograms, tests for Huntington’s disease, procedures marked “confidential” and procedures that have been transferred from other electronic records.
  • Your test was actually a procedure — Some tests are categorized as “procedures” in our system. This means they won’t show up in the test results section of MyAdvocateAurora. If you’re not sure if you had a procedure or a test, contact your doctor’s office or clinic.
  • Your test results include scanned images — If your results include scanned images like X-rays, the images won’t be viewable in MyAdvocateAurora. Contact your doctor’s office directly to obtain copies of images.
  • You had tests taken at a hospital — In MyAdvocateAurora, hospital test results are filtered out by default. To view hospital test results, check the “Show Hospital Results” box on the Test Results page in your MyAdvocateAurora account.

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. To print an individual result, select the result you want to print from the Test Results page (Health > Test Results). From there, select the printer icon in the upper right-hand corner of the window.

Can I compare multiple lab values for the same test?

Yes. To compare multiple lab values:

  • Sign in to MyAdvocateAurora.
  • From the Health menu, select Test Results.
  • Choose the test you’d like to compare results for.
  • From the test details page, select the Past Results tab or the Graph of Past Results tab. The Past Results tab will show your past results as a table, while the Graph of Past Results will display your past test results as a graph.

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

X-ray reports are released to MyAdvocateAurora about 7 days after the test is performed. This is to make sure your provider has time to review the results and contact you personally if need be.

Keep in mind that only the X-ray results will be available in MyAdvocateAurora. The image of the actual X-ray will not be displayed because MyAdvocateAurora does not support images at this time.

Why did I get the same test results more than once?

Your health care provider may add comments to your test results after they have been released to you. If this happens, you’ll receive the test result message again with the provider’s new comments at the top.

How can I learn more about my test results?

  • Sign in to MyAdvocateAurora.
  • From the Health menu, select Test Results.
  • Select the test you’d like to learn more about.
  • In the top right corner, follow the link “Learn more about this test from the U.S. National Library of Medicine.”
  • You’ll be taken to a third party site to learn more about your test.

If you have additional questions about your test results, contact your doctor.

What if I can’t find an answer to my question?

If you can’t find an answer to your question, call the MyAdvocateAurora support team at 855-624-9366 or email MyAdvocateAuroraSupport@aah.org.

Appointments

How do I book an appointment online?

  • Sign in to MyAdvocateAurora.
  • From the Visits menu, select Schedule an Appointment.
  • Choose the provider you’d like to see or select a reason for scheduling.
  • Follow the on-screen prompts to schedule your appointment.

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

You may be able to book a first-time appointment with a primary care provider if that provider is part of your Care Team.

If you don’t see a primary care provider in your account, or if you need to book another type of appointment for the first time, use the Find a Doctor search tool below that applies to you:

Once you’ve seen a doctor in person, you’ll be able to book follow-up appointments in your MyAdvocateAurora account.

Why can’t I make an appointment with the doctor I want to see?

There are a few reasons for this:

  • If you haven’t seen your provider within the last 3 years or don’t have an upcoming appointment scheduled with him or her, you won’t be able to schedule an appointment with that provider online. Instead, you’ll need to call that provider’s office to schedule your appointment.
  • Only certain types of appointments are available for online scheduling. If you don’t see the type of appointment you need, call your provider directly.
  • Some appointments require more time than others. There may not be enough time available for the type of appointment you’re trying to schedule.
  • Some providers do not use the MyAdvocateAurora scheduling tools.

If you have further questions about scheduling an appointment online, you can send us a message. In MyAdvocateAurora, select Contact Customer Service from the Messaging menu and follow the on-screen prompts.

What types of appointments can I book online?

The types of appointments you can book through MyAdvocateAurora depend on your age, gender and how long you’ve been seeing your doctor.

For instance, if you’re a new patient, you’ll be able to schedule an appointment with a primary care doctor only. If you’re an established patient ¬— meaning you’ve seen the provider before, you’ve seen him or her within the past 3 years and your provider allows online scheduling — you’ll be able to book appointments for:

  • Routine follow-ups
  • Physical exams
  • Illness/injury exams
  • Workers comp exams
  • GYN problems
  • GYN yearly exams
  • OB checks
  • Annual mammograms*

*When scheduling a mammogram online, you’ll need to complete a questionnaire. If your answers to certain questions fall outside the question parameters for a simple screening mammogram — or if it’s been less than a year since your last mammogram — you’ll need to call your provider to make the appointment.

Why am I unable to schedule a radiology appointment?

With the exception of simple screening mammograms, it’s not possible to make radiology appointments online through MyAdvocateAurora. This is due to the complex nature of most radiology appointments and the special instructions that go along with each appointment.

Contact the radiology clinic directly to make an appointment. If you’re unsure which clinic you should contact or have other questions, call your doctor’s office.

Why am I unable to schedule a lab appointment?

At this time, it’s not possible to make a lab appointment online through MyAdvocateAurora. You’ll need to contact the lab to make an appointment or call your doctor’s office for assistance.

How can I reschedule an appointment?

If you need to reschedule an existing appointment, you can often do it right from your MyAdvocateAurora account:

  • Sign in to MyAdvocateAurora.
  • From the Visits menu, select Appointments & Visits.
  • Select the visit you’d like to reschedule.
  • Select the Details button.
  • Select the Reschedule button and follow the prompts to book a new appointment.

Please keep in mind that not all appointment types can be rescheduled. If you’re having trouble rescheduling through MyAdvocateAurora, you can reschedule by calling your provider’s office directly.

How can I cancel an appointment?

  • Sign in to MyAdvocateAurora.
  • From the Visits menu, select Appointments & Visits.
  • Select the visit you’d like to cancel.
  • Select the Cancel button.
  • Choose your reason for cancelling.
  • Select Confirm Cancellation.

Why are some appointments listed as To-Do items?

Appointments listed as To-Do items in My Plan of Care are recommended based on your age, gender and health history.

To send an appointment request to complete this To Do item, select the Request Appt button.

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

If you’re a proxy for your minor child or adult, you can schedule an appointment for them in MyAdvocateAurora.

  • Sign in to MyAdvocateAurora.
  • In the top navigation bar, you’ll see colored icons for each account you have access to.
  • Select the icon for the dependent you’d like to schedule for.
  • Once you’ve selected their account, select Schedule an Appointment from the Visits menu.
  • You can then follow the on-screen prompts to make an appointment for your dependent.

What if I can’t find an answer to my question?

If you can’t find an answer to your question, call the MyAdvocateAurora support team at 855-624-9366 or email MyAdvocateAuroraSupport@aah.org.

Billing

How can I pay my bill using MyAdvocateAurora?

How you pay your bill depends on whether you see Advocate Health Care providers or Aurora Health Care providers.

Messaging & Notifications

How do I send a message to my doctor?

  • Sign in to MyAdvocateAurora.
  • From the Messaging menu, select Get Medical Advice.
  • Choose your provider from the dropdown list.
  • Enter a message subject.
  • Enter your message, and click Send.

Why is my doctor not showing up under Message Your Provider > Get Medical Advice?

There are a couple reasons your doctor might not be showing up:

  • A doctor will not appear on your list unless they’re listed as your primary care provider, you’ve seen him or her in the last 3 years, or you have an upcoming appointment with that doctor in the next 30 days.
  • Your doctor may not have messaging enabled through MyAdvocateAurora.

If you’re unable to message your doctor through MyAdvocateAurora, call his or her office directly.

How do I view my messages?

To view messages you’ve received:

  • Sign in to MyAdvocateAurora.
  • From the Messaging menu, select Message Center.
  • You’ll see a list of received messages in your Message Center.
  • Any unread messages will be displayed in bold.

To view your sent messages:

  • Sign in to MyAdvocateAurora.
  • From the Messaging menu, select Message Center.
  • In the Message Center, select the Sent Messages tab.

When can I expect a reply to a message?

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

For life-threatening emergencies, dial 911 immediately.

How do I know the messages I send are secure and will only be seen by my care team?

Advocate Aurora Health has always maintained pride in exceeding Health Insurance Portability and Accountability Act (HIPAA) security requirements. We ensure your identity and personal information are safe and secure.

When you send a message to your doctor’s office, your message is sent over a secure connection directly to your care team.

Why have I received emails about the same test results more than once?

Your health care provider may add comments to your test results after they’ve been released to you. If this happens, you may get an email notification letting you know you have updated test results.

Any results that have changed since you last viewed them will be listed as [Updated] in your account. You can access your test results list in MyAdvocateAurora by selecting Test Results from the Health menu. If your provider has added comments to a particular test, they will appear at the top of the page.

What triggers email notifications?

You may receive email notifications related to the following events:

  • New messages from your provider
  • New or updated test results
  • Health maintenance reminders
  • Filled prescriptions
  • Requested medical records
  • Wait list offers
  • New billing statements
  • Payments that are due soon
  • Payments that have been successfully processed
  • Issues with the credit card we have on file for your payment plan

How can I turn off email notifications for when prescriptions are ready?

To manage your notifications and turn off prescription ready notifications:

  • Sign in to MyAdvocateAurora.
  • From the Profile menu, select Notifications.
  • Expand the list of Health notifications options.
  • Deselect the envelope icon next to Prescription Ready. Notifications are turned off if the envelope icon is white.
  • When you’re done changing your preferences, make sure you select Save Changes.

I received a response from my doctor and need to ask a follow-up question. Why is there no Reply button in their message?

If the provider closes the message before you can send your response, you won’t be able to reply to the original message. You’ll then need to create a new message.

Why does MyAdvocateAurora time out when I’m typing my message?

The Health Insurance Portability and Accountability Act (HIPAA) require us to build an automatic timeout into our system for your security.

We have expanded this timeout from 10 minutes to 20 minutes. Before it occurs, you’ll get a two-minute warning message to let you know time is almost up.

What if I can’t find an answer to my question?

If you can’t find an answer to your question, call the MyAdvocateAurora support team at 855-624-9366 or email MyAdvocateAuroraSupport@aah.org.

Proxy & Dependents

How can I see the accounts I’m proxy for in MyAdvocateAurora?

  • Sign in to MyAdvocateAurora.
  • In the top navigation bar, you’ll see colored icons for each account you have access to.
  • Select the icon for the dependent you’d like to view.

How can I request access to a family member’s medical information in MyAdvocateAurora?

Before you can view a family member’s information, you’ll need to obtain proxy access for his or her account.

Depending on your relationship to the patient, you’ll need to provide us with one of three types of documentation:

  • For access to an adult patient’s record — The patient will need to give you permission to view their medical records in MyAdvocateAurora. The patient needs to provide us with a signed copy of the MyAdvocateAurora Delegated Access Form and proof of their identity. These documents can be mailed, faxed, emailed or brought to an Advocate Aurora facility in person.
  • If you have legal authority to make care decisions for another adult patient — In addition to the MyAdvocateAurora Delegated Access Form, you’ll need to provide us with a copy of applicable documentation (such as Power of Attorney).
  • For access to a minor dependent’s record — You can request proxy access for your minor dependent through your MyAdvocateAurora account. Simply select the Request access to your child’s record quick link in the right-hand navigation bar and follow the on-screen prompts. Account access should be available within 5 business days.

You can mail, fax or email your signed proxy documents to:

Aurora Health Care
P.O. Box 090996
Milwaukee, WI 53224
Fax: 414-979-2717
Email: MyAdvocateAuroraSupport@aah.org

Why do I need proxy access if I’m already the Power of Attorney?

While Power of Attorney lets you make certain decisions about a child or dependent’s health care, proxy access allows you to view their medical information in MyAdvocateAurora.

You can request proxy access for your minor dependent through your MyAdvocateAurora account. Simply click the Request access to your child’s record quick link in the right-hand navigation bar and follow the on-screen prompts.

What information can I see in MyAdvocateAurora 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 12–17 — for these dependents, you can see immunizations, allergies, family history and past appointments, and you can message your dependent’s provider. However, after visit summaries for any visit, medication lists or the ability to request refills for your dependent aren’t available.

Why can’t I see my child’s complete health information on MyAdvocateAurora?

Due to state and federal regulations as well as corporate policy, Advocate Aurora limits online access to 12–17-year-olds’ patient records. For children 12–17, MyAdvocateAurora will only allow you to view immunizations, allergies, family history and past appointments as well as message your dependent’s provider. However, after visit summaries for any visit, medication lists or the ability to request refills for your dependent aren’t available.

What if I can’t find an answer to my question?

If you can’t find an answer to your question, call the MyAdvocateAurora support team at 855-624-9366 or email MyAdvocateAuroraSupport@aah.org.

Medications & Prescriptions

How do I request a prescription refill and a prescription renewal?

Online prescription refill requests will be sent to the provider who ordered the prescription. Then you’ll be notified when your request has been accepted.

If you request a refill at an Aurora Health Care pharmacy — including by mail order — and you have refills available, your request will be sent directly to the Aurora pharmacy of your choice.

Prescription Refills

To request a prescription refill online through MyAdvocateAurora:

  • Sign in to MyAdvocateAurora.
  • From the Messaging menu, select Request Rx Refill.
  • Check the box next to the prescription(s) you’d like to refill, then select Continue.
  • Choose your pharmacy, pickup date and pickup time.
  • If your refill has been successfully placed, you’ll see a confirmation message, date and time beneath “Your Prescriptions that were Refilled.
  • If no refills are available for your prescription, you may need to request a prescription renewal (see below).

Prescription Renewals

For new prescriptions or prescriptions without any refills available, you’ll need to get a prescription renewal from your doctor. You can request this renewal through MyAdvocateAurora.

  • Sign in to MyAdvocateAurora.
  • From the Messaging menu, select Request Rx Refill.
  • Check the box next to the prescription(s) you’d like to renew, then click Continue.
  • Choose your pharmacy, pickup date and pickup time.
  • Click Submit Request.
  • Under “Prescriptions Sent for Renewal”, you’ll see a message indicating you have no refills left on this prescription. Your doctor will be notified of your request for a renewal. He or she will either issue the renewal and send the renewed prescription to your pharmacy or contact you directly.

It generally takes two business days to process a prescription renewal request.

What should I do if I find a medication error or inaccurate information in MyAdvocateAurora?

MyAdvocateAurora only lists information that’s been entered into our electronic medical record system. If this information is incorrect, your health care provider must change it.

Please contact your clinic or discuss this with your provider directly. Once your provider corrects the information, it will be corrected in MyAdvocateAurora.

What if I can’t find an answer to my question?

If you can’t find an answer to your question, call the MyAdvocateAurora support team at 855-624-9366 or email MyAdvocateAuroraSupport@aah.org.

Missing Information

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

  • Are you a new patient of Advocate Aurora Health*?
    If you are, welcome! We don’t have your information yet, but we can get it at your first appointment. Feel free to schedule an appointment with a new primary care provider through MyAdvocateAurora.
  • Have you seen providers at Advocate Aurora* in the past?
    We may be having trouble matching your MyAdvocateAurora records to our electronic health record system. Contact the MyAdvocateAurora support team by email at MyAdvocateAuroraSupport@aah.org or call 855-624-9366 so we can merge your accounts. Or contact us in MyAdvocateAurora by selecting Contact Customer Service from the Messaging menu — follow the on-screen prompts to send us a message.

* Advocate Aurora Health providers include those belonging to either Advocate Health Care or Aurora Health Care.

Why is my account blank?

There are two reasons you might see missing information in your MyAdvocateAurora account:

  1. You’re a new patient — Once you have your first appointment with an Advocate Aurora primary care doctor (this includes providers at either Advocate Health Care or Aurora Health Care), he or she will help get your medical records transferred to our system.
  2. Your account info doesn’t match your medical records — If the name on your medical records is Melissa, and the MyAdvocateAurora name you registered with is Missy, the system may not recognize the match. If you registered with the wrong name or information, call the MyAdvocateAurora support team at 855-624-9366.

I can’t see my X-rays, MRIs or other images that were taken at an Advocate Aurora Health* facility. What should I do?

At this time, MyAdvocateAurora doesn’t display images. If you’d like to request images from a scan or a test, message your doctor’s office through the Get Medical Advice feature available in MyAdvocateAurora (Messaging > Get Medical Advice).

* Advocate Aurora Health facilities include those belonging to either Advocate Health Care or Aurora Health Care.

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

MyAdvocateAurora only shows information that’s been entered into our electronic medical record system. If this information is incorrect, only your health care provider can change it.

To correct the information, contact your provider’s office or talk with your provider at your next visit. Once corrected, the information will be updated in MyAdvocateAurora.

My test results are missing in MyAdvocateAurora. Why?

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

  • You had your tests performed at another health system.
  • You had your tests taken at a hospital. Hospital test results are filtered out in MyAdvocateAurora by default. However, you can still view hospital test results in your account by checking the “Show Hospital Results” box on the Test Results page.
  • Due to the sensitive nature of some tests, certain lab results can’t 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, stress tests, echocardiograms, tests for Huntington’s disease, procedures marked as confidential and procedures from other electronic records.
  • Your results may not have been released yet. Test results may take a few days or a few weeks to be processed and posted to MyAdvocateAurora. You’ll receive an email and push notification on your mobile device notifying you when your results are available to view in MyAdvocateAurora.

I received a message stating that I had a test result ready for viewing, but when I sign in to MyAdvocateAurora, it’s not there. What happened?

There are a few reasons for the missing test result:

  • Test results are listed in order of when the test was performed, not when the test results were released. So, if 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.
  • You may have multiple accounts linked to one email address. If multiple people link their MyAdvocateAurora accounts to a single email address, the message may relate to any one of their MyAdvocateAurora accounts. For example, if a husband and wife share an email address and they both have MyAdvocateAurora 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 MyAdvocateAurora 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.

Why can’t I see my dependent’s/proxy’s information?

There are a few reasons you may not be able to see your dependent’s/proxy’s information in MyAdvocateAurora:

  • We may not have the right authorization forms on file for you to see your dependent’s/proxy’s records.
  • Your access expired because your child turned 18.
  • If you’re proxy to an adult, that person may have revoked your access.

In order to see who you have proxy access for, follow these steps:

  • Sign in to MyAdvocateAurora.
  • From the Profile menu, select Personalize.
  • Under My Accounts and Proxy Accounts, you can view accounts you have proxy access for.
  • If you don’t see your dependent’s account listed, click on Request Access to a Minor’s Record beneath the Edit button.

Due to state and federal regulations as well as corporate policy, Advocate Aurora limits online access to 12–17-year-olds’ patient records. For children 12–17, MyAdvocateAurora will only allow you to view immunizations, allergies, family history and past appointments as well as message your dependent’s provider. However, after visit summaries for any visit, medication lists or the ability to request refills for your dependent aren’t available.

What if I can’t find an answer to my question?

If you can’t find an answer to your question, call the MyAdvocateAurora support team at 855-624-9366 or email MyAdvocateAuroraSupport@aah.org.

E-Visits

What is an E-Visit?

E-Visits are a part of our online care offering. This type of visit allows you to receive medical care from the comfort of home — or from wherever you happen to be.

During an E-Visit, you’ll fill out a “smart questionnaire” (a live, interactive questionnaire) about the specific symptoms you’re experiencing. An Advocate Aurora provider will evaluate your condition(s), offer a diagnosis and share a treatment plan — all by messaging you through MyAdvocateAurora in about an hour.

For minor illnesses like back pain, sinus infections and diarrhea, an E-Visit is a convenient, cost-effective alternative to going to a clinic or urgent care.

When should I use an E-Visit?

E-Visits can only be used for non-urgent symptoms related to minor illnesses. You can use an E-Visit for yourself or for a child age 11 or younger for whom you are the parent or legal guardian.

Use an E-Visit for:

  • 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

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.

If you’re new with Advocate Aurora Health and don’t have a provider with us, you must be physically located in Wisconsin or Illinois to start an E-Visit because our providers may only practice medicine in those states.

IMPORTANT: Do not send requests on behalf of someone else or about someone else’s health, unless they are your legal dependent.

Note to parents and legal guardians: When you submit an E-Visit on behalf of a minor child, you must use the child’s proxy account in MyAdvocateAurora. Don’t use your own account to request an E-Visit for your dependent. Learn more about proxy/dependent care.

When are E-Visits available?

E-Visit hours are from 7 a.m. to 9 p.m. Central Time, seven days a week. If you submit an E-Visit between the hours of 9:01 p.m. and 6:59 a.m., your E-Visit will be reviewed beginning at 7 a.m. the next morning.

How much does an E-Visit cost?

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

Can I use insurance to cover the cost?

If you’re covered by the Advocate Aurora Employee Health Plan, we’ll submit a claim to your insurance carrier on your behalf. If you have another health insurance plan, we’re unable to bill your insurance at this time.

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

We need your credit card information before the consultation to make sure 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.

If we’re unable to complete the E-Visit because your condition requires in-person treatment, the transaction will be cancelled and your card will not be charged. Depending on the financial institution you use, it may take a few days for the cancelled transaction to appear in your credit card account.

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

  • Sign in to MyAdvocateAurora.
  • Scroll down to Popular Features.
  • Under Get Online Medical Care, select E-Visit.
  • Accept the terms and conditions.
  • Submit your credit card information.
  • Select the reason for your visit and choose a pharmacy.
  • Follow the on-screen prompts to answer questions about your condition.
  • Submit your questionnaire.

Once you’ve submitted your smart questionnaire (a live, interactive questionnaire) and payment information, a provider will respond to you through MyAdvocateAurora.

If you request care between 7 a.m. and 9 p.m. Central Time, you’ll usually hear back from us within an hour. You’ll be provided with a diagnosis, treatment plan and prescription if you need one.

If we’re unable to treat you through an E-Visit, expect a phone call from Advocate Aurora Health with next steps.

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

Any prescriptions, additional tests or other services will be billed separately. Only the consultation, diagnosis and treatment plan are considered part of the E-Visit.

Can my E-Visit be cancelled?

At any time during the E-Visit, the provider may advise you to seek in-person treatment. If it appears that your symptoms suggest an emergency, you’ll be advised to seek care at the closest emergency room.

If we’re unable to complete your E-Visit, there will be no charge to your credit card.

Depending on the financial institution you use, it may take a few days for the cancelled transaction to appear in your credit card account.

Will my primary care provider perform the E-Visit?

If you submit an E-Visit request on a weekday between 7 a.m. and 5 p.m. Central Time and your primary care provider participates in the program and is on call for E-Visits, he or she will address your E-Visit. Otherwise, your E-Visit will be addressed by another qualified Advocate Aurora primary care or urgent care provider.

When can I expect a response from the physician?

Between the hours of 7 a.m. and 9 p.m. Central Time, you can expect a response within one hour. E-Visits submitted after 9 p.m. Central Time will be addressed the following morning.

Can I follow up with my E-Visit doctor after the visit?

If you see another doctor besides your primary care provider, it’s still a good idea to follow up with your regular doctor after your E-Visit.

Not only will your regular doctor have access to your E-Visit record, they’ll use their intimate knowledge of your health history to make recommendations for follow-up care.

What if I can’t find an answer to my question?

If you can’t find an answer to your question, call the MyAdvocateAurora support team at 855-624-9366 or email MyAdvocateAuroraSupport@aah.org.

Security & Sign In

Is my personal health information secure?

Yes, MyAdvocateAurora is a secure environment. For more information, see the MyAdvocateAurora Privacy Policy.

When I try to sign in to MyAdvocateAurora, I get a message that says “Invalid username or password.” What should I do?

  • Remember that the password field is case sensitive. Double check to make sure your Caps Lock key is not engaged.
  • Make sure you’re not entering extra spaces in either the MyAdvocateAurora username or password fields.
  • Try recovering your username or resetting your password by choosing the Forgot Username? or Forgot Password? links beneath the Sign In button.

If these suggestions don’t resolve your issue, email the MyAdvocateAurora support team at MyAdvocateAuroraSupport@aah.org or call us toll free at 855-624-9366 with your name, address and date of birth ready.

I forgot my username. How do I find it?

If you’ve forgotten your username, complete the following steps:

  • From the main MyAdvocateAurora sign in page, select the Forgot Username? link beneath the Sign In button.
  • Complete the form to recover your username.
  • You’ll need your first and last names, date of birth and ZIP code to complete the recovery process.

If you have an email address on file with us, your username will be emailed to that email address.

I forgot my password. How do I find it?

  • From the main MyAdvocateAurora sign in page, select the Forgot Username? link beneath the Sign In button.
  • Enter your username and date of birth and correctly answer your security question.
  • Your security question answer must exactly match what you entered when you set up your account.
  • Once you’ve correctly answered your security question, you’ll be able to enter a new password.

If you can’t remember the answers to your security questions or if you’ve been locked out of your account due to too many failed password attempts, email the MyAdvocateAurora support team at MyAdvocateAuroraSupport@aah.org or call us toll free at 855-624-9366 with your name, address and date of birth ready.

How do I change the email address I use for MyAdvocateAurora?

  • Sign in to MyAdvocateAurora using the current email you have on file with us.
  • From the Profile menu, select Notifications.
  • Under Contact Information, choose Edit.
  • Enter or edit your email address, then select Save Changes.

How do I change my password?

Sign in to MyAdvocateAurora using your current password (if you don’t remember your password, see the “I forgot my password. How do I find it?” FAQ above).

From the Profile menu, select Security Settings.

Under Change Password, enter your current password and your new password.

Confirm your new password then click Save.

How do I change my security questions/answers?

  • Sign in to MyAdvocateAurora.
  • From the Profile menu, select Security Settings.
  • Under Change Security Question/Answer, enter your current password.
  • Create your own security question and enter it in the New Question box (your question is not case-sensitive and there is no character limit).
  • Fill in the answer to your question in the New Answer box. Remember: When you answer your security question later, you’ll need to exactly match the answer you entered here.

Why is my account disabled?

If you’re unable to sign in to your MyAdvocateAurora account or if you’re receiving an “account disabled” message, it could be because:

  • You’ve entered incorrect sign in information too many times in a row — Our system only allows 5 failed attempts before locking you out. These attempts are cumulative, so if you try to sign in Monday then try 4 more times Friday, it will still count as 5 failed attempts. This is true no matter how much time has passed between sign in attempts.
  • Your browser has saved an outdated password — Try entering your password instead of using the saved autofill password.
  • Your password or username is incorrect — You may be typing in the wrong username and/or password when trying to sign in. Try using the Forgot Username? or Forgot Password? links beneath the Sign In button to reset or recover your information.

I keep getting a redirect loop. How can I sign in to MyAdvocateAurora?

If you’re getting a redirect loop, make sure cookies and JavaScript are enabled in your browser.

You can also try clearing your browser cache to solve the problem.

If you’re still having trouble, email us at MyAdvocateAuroraSupport@aah.org or call 855-624-9366.

How do I know the messages I send are secure and will only be seen by my care team?

Advocate Aurora Health has always maintained pride in exceeding Health Insurance Portability and Accountability Act (HIPAA) security requirements. We ensure your identity and personal information are safe and secure.

When you send a message to your doctor’s office, your message is sent over a secure connection directly to your care team.

What if I can’t find an answer to my question?

If you can’t find an answer to your question, call the MyAdvocateAurora support team at 855-624-9366 or email MyAdvocateAuroraSupport@aah.org.

About Advocate Aurora Health

Who is Advocate Aurora Health?

In April 2018, Advocate Health Care in Illinois merged with Aurora Health Care in Wisconsin. Together, Advocate Aurora Health is the 10th largest not-for-profit, integrated health system in the United States.

We’re a leading employer in the Midwest with more than 70,000 employees, including more than 22,000 nurses and the region’s largest employed medical staff and home health organization.

A national leader in clinical innovation, health outcomes, consumer experience, and value-based care, we serve nearly 3 million patients annually in Illinois and Wisconsin across more than 500 sites of care.

Advocate Aurora is engaged in hundreds of clinical trials and research studies and is nationally recognized for its expertise in cardiology, neurosciences, oncology, and pediatrics.

The organization also contributed $2 billion in charitable care and services to its communities in 2016. Learn more about Advocate Aurora.

Why did Advocate and Aurora merge April 1, 2018?

As two strong industry leaders, we see and understand the changing health care landscape. Together, we’re committed to leading that change by reimagining the possibilities of health. We believe that scale, strength and stability are critical components to building a model of health care that is truly transformational. As a combined organization, Advocate Aurora Health is accelerating our focus on safety, health outcomes, consumer experience and costs.

How does the merger impact patients and communities?

We remain committed to serving our communities, and our patients continue to receive the same great care close to home. Our combined organization offers expanded access to services and expertise, resulting in better outcomes at a lower cost. We are building a stronger alignment between inpatient and outpatient services, which will ultimately lead to enhanced safety and outcomes and improved access across all the communities we serve.

Is Advocate Aurora Health a religious organization?

Neither Advocate nor Aurora will change their orientations in this regard. Advocate will remain a faith-based organization but that designation will not live at Advocate Aurora Health level and will not extend into Wisconsin. While we have combined many foundational aspects of our legacy organizations to create Advocate Aurora Health, this is one area that will remain unique and unchanged.

If I am enrolled in an Advocate medical plan, are providers at Aurora hospitals and clinics in my network? And vice versa?

Given the advanced timing required to amend plans, along with our continued work around provider integration, in most cases the answer is no. However, always check with your plan administrator if you have specific provider or service coverage questions.