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MyChart Frequently Asked Questions

Questions about Carilion Bill Pay
What is Carilion Bill Pay?
How do I sign-in/create an account?
What if I have made payments in the past through MyChart?
Will I continue to receive paper statements after registering for Carilion Bill Pay?
What are the options for paying my bill using Carilion Bill Pay?
What type of payments do you accept?
Can I consolidate my family's accounts?
Is my personal and financial information kept safe?
I have an account, but...
I forgot my password.
I forgot my Username.
I have lost my access code, or it expired.
Can you send me a new activation code as I have lost it, let it expire or did not receive it?
I can't see my test results.
I would like to change my email address and/or password.
My health information is not correct.
General Questions:
Can I view a family member's health record in MyChart?
I would like to access my information from my iPhone, iPad, or Android device.
What is MyChart?
How is MyChart secure?
What is your privacy policy?
Is there a fee to use MyChart?
What health information is available to view in MyChart?
Can my spouse and I share a MyChart account?
Who do I contact if I have a question about my bill?
Who do I contact if I have further questions?

I forgot my password...

You may click the "Forgot password" link on the sign-in page to reset your password online, click HERE

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I forgot my Username...

You may click the "Forgot MyChart Username" link on the sign-in page to retrieve your username online, click HERE

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I have lost my access code, or it has expired...

Please contact the provider’s office that issued your access letter. They will be able to issue you a new access code.

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Can you send me a new activation code as I have lost it, let it expire or did not receive it?

Please contact the provider’s office that issued your access letter. They will be able to issue you a new activation code.

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I can't see my test results...

Test results are automatically released to your MyChart account after 14 days. Your provider can also choose to release results manually to your account at their discretion. If you have any questions regarding test results, please send a message to your provider through MyChart.

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I would like to change my email address and/or password...

Log into MyChart. From the left menu, go to the Preferences section and select the appropriate option.

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My health information is not correct...

Your MyChart information comes directly from your electronic medical record at your doctor's office. Ask your doctor to correct any inaccurate information at your next clinic visit. Or, send your provider a message through MyChart asking for your information to be updated.

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Yes, you can. This is called proxy access and allows a parent (or guardian) to log in to their personal MyChart account and then connect to information regarding their family member. Complete a Proxy Consent Form and return it to one of our medical facilities to request access to this convenient service or select Share My Record from the Health menu. From there you can select "Friends and family access" and modify or add new access to your health record.

Can I view a family member's health record?

Yes, although, there are some age restrictions. Please contact your family member’s provider for more detail.

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I would like to access my information from my iPhone, iPad, or Android device.

There is a free MyChart Mobile App available for download through the Apple App Store or the Android Market. Once downloaded, you can find Carilion Clinic listed as a “Virginia” provider. You will use your existing User Name and Password to log in.

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What is MyChart?
  • Request and/or schedule medical appointments.
  • View your health summary from the MyChart electronic health record.
  • View test results.
  • Request prescription renewals.
  • Communicate electronically and securely with your medical care team.
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How is MyChart secure?

We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure access codes, personal ID's, and passwords. Each person controls their password, and the account cannot be accessed without that password. Futher, MyChart uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session with MyChart. Unlike conventional e-mail, all MyChart messaging is done while you are securely logged on to our website.

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What is your Privacy Policy?

MyChart is owned and operated by MyChart and is fully compliant with federal and state laws pertaining to your privacy. Your name and e-mail address will be treated with the same care and privacy given your health records and will never be sold or leased by MyChart.

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Is there a fee to use MyChart?

No. MyChart is a free service offered to our patients.

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What health information is available to view in MyChart?
  • Inpatient and outpatient labs and diagnostic studies
  • Outpatient visit summaries, vitals, and instructions
  • Inpatient discharge summaries and instructions
  • Current health issues, medications, and immunizations
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Can my spouse and I share one MyChart account?

No, due to the sensitive nature of medical information, each adult must sign and submit a Release of Information request and establish their own MyChart account. Please talk with you physician if you would like to grant proxy access to your spouse.

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Who do I contact if I have a question about my bill?

http://www.carilionclinic.org/billing
Contact Customer Service 540-510-6300 or toll free at 1-866-720-3742 Monday - Friday, 9 a.m. - 4:15 p.m. We also offer extended customer service hours Tuesday and Thursday evenings until 5:55 p.m.

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What is Carilion Bill Pay?

Carilion Bill Pay is our new online payment system. It offers improved technology and more options for paying your bill. Sign up with Carilion Bill Pay to view your bills and see what insurance has paid, all in one place. You can pay your full statement or set up a payment plan to fit your budget. With Carilion Bill Pay, you can manage your entire family's bills from one place, sign up to receive text alerts, and more.

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How do I sign-in/create an account?

  1. On MyChart, when you are on the Billing Account Summary page and click “Pay Now” to make a payment, you will be prompted to create a new log-in user name and password. You will need your guarantor number, found on the top right corner your billing statement, to create a Carilion Bill Pay account.

  2. Once you have signed up, you can accept the Single-Sign On Agreement. This allows you to sign in to Carilion Bill Pay directly from MyChart without having to enter the separate Carilion Bill Pay username and password each time.

If you have trouble signing up for Carilion Bill Pay, please contact Billing Customer Service at 866-720-3742.

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What if I have made payments in the past through MyChart?

Carilion Bill Pay has replaced MyChart billing. After you register and accept the Single Sign-On Agreement, you will be able to access Carilion Bill Pay seamlessly through MyChart.

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Will I continue to receive paper statements after registering for Carilion Bill Pay?

Carilion Bill Pay is completely digital. Once your Carilion Bill Pay account is activated, you will no longer receive paper statements. You can print a PDF copy of your current or past electronic statements at any time. You will be able to choose your electronic communication preferences including email and text alerts.

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What are the options for paying my bill using Carilion Bill Pay?

Several payment options are available: you may pay your full balance, pay a specific amount, pay for a specific visit, or arrange a payment plan.

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What type of payments do you accept?

We accept any credit or debit card. We also accept electronic check payments (ACH). Please note that payments may take several days to post to your financial institution.

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Can I consolidate my family's accounts?

Yes, consolidation allows you to actively manage someone else’s account or request for your account to be managed by someone else. If you choose to consolidate accounts, the person who manages the accounts will have access to personal information and be responsible for paying the accounts they are managing or arranging financing plans on their behalf. Managed users will no longer have access to arranging finance plans, though payments can be made at any time. Either party can cancel a consolidation at any time.

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Is my personal and financial information kept safe?

Protecting the security of your personal and financial information is our top priority. Your online payment instructions are sent over a secure Internet connection using encrypted technology. Your electronic payments are sent through our online payment processors and are protected from unauthorized transactions. We do not share your information with anyone else.

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Who do I contact if I have further questions?

To speak with a support representative, please contact us at 866-865-3464. If you would prefer to submit an online support request, please click HERE.

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