Frequently Asked Questions About MyMountSinai
At Mount Sinai, we are always striving to make it easier for patients to find and schedule the services they need. MyMountSinai® offers a streamlined experience with one single sign-on to gain access to our services. Our app enables you to explore and access virtual care, urgent care, or in-person care from a primary care physician or specialist. You will be able to:
- Schedule or manage appointments with new or existing providers
- Find a physician
- Access virtual care including virtual urgent care, virtual primary care, and message only care
- Check your symptoms and find care based on your symptoms
- Find in person urgent care
- Start a video visit
- View your medical records and lab and test results
- Send a message to our providers
- Request prescription refills
- Check in for appointments
- View next steps after a visit
- Find your way around select hospitals
- Receive e-mail and/or text messages alerts when you have new messages or results in your account
- Pay a bill using Apple Pay or Google Pay
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How can I update my communication preferences including notification settings?
We alert you when new information is available about your care in MyMountSinai. You can choose how you would like to receive these notifications—by email, text, or push notification.
Set your communication preferences in MyMountSinai under the “Account Settings” section of the menu. After you log in, click on “Menu” then under the “Account Settings” section, click on “Communication Preferences.” Turn on or off notification settings about appointments, messages, care, billing, and more.
Can I use Virtual Urgent Care if I am located outside of New York?
At this time, Virtual Urgent Care is available to patients in New York. If you are located in New Jersey, Connecticut, or Florida and would like to connect with a provider, you can schedule a same day appointment with a primary care provider through Virtual Primary Care.
Why am I seeing my test results before my health care provider?
We automatically send your test results as soon as they are available. If, in the future, should you prefer not to see them before your provider contacts you, please speak to your provider. They can set the preference at the time of your test to withhold the results until you’ve met with your provider.
How do I update my app to use the new features?
To access the latest features and improve app security, make sure your device is set to automatically update your app when a new version is released. Apple users should go to “Settings” and “App Store” and then turn on App Updates under “Automatic Downloads” to avoid manually updating the app. Android users should tap the profile in the Google Play Store, select “Settings,” followed by “Network Preferences” then “Auto Update Apps.”
Alternatively, you can manually update your app in the App Store or Google Play.
Can I use Touch ID or Face ID to sign on?
Yes, it’s easy to set up Touch ID, or Face ID, depending on what your phone supports. Here’s how to set it up.
- Log into the app on your phone: Once you log in, click the menu button and look for “Account Settings.”
- Select your preferred authentication method: You will see toggle buttons for “Use Touch ID,” “Use Face ID,” or “Use Biometric Login,” depending on your phone. Toggle the button for the method you prefer and complete the prompts.
How do I refill my medications?
There are two ways to refill a medication in MyMountSinai from the menu. You can either click on:
- "Medications," then "Request Refills," or
- "Messages," then "Send a Message." Choose the option, "Refill a Medication."
I don’t have a MyChart or MyMountSinai® account. How can I set one up?
If you do not have a MyChart or MyMountSinai® account, you must contact your provider’s office directly to obtain a MyMountSinai® activation code. If you have recently received an activation code that you would like to use, you can use the code to create your MyMountSinai® account here.
What happened to MyChart?
The features provided by MyChart are still available to you on MyMountSinai®. However, instead of going through the MyChart app or portal to access health records, book appointments, or search for providers, you can now get to these tools through the MyMountSinai® application.
Can I continue to use my MyChart login and password on the new app?
Yes, you can continue to use your MyChart login and password with the MyMountSinai® app. Recover your MyChart username and password.
How can I reset my MyChart password?
Please visit our MyChartReset page to reset your MyChart password.
Is there a fee to use MyMountSinai®?
Most MyMountSinai messages are free. But when answering a message takes more than a few minutes, we might bill it to your insurance. Many insurance companies cover all or most of this cost; often, there is little or no charge to you.
Do I have to use MyMountSinai®?
At this time, you do not have to use the app. You may continue to use your MyChart account as usual.
What technology do I need to use MyMountSinai®?
You need a smartphone with a camera or access to a computer connected to the Internet and an up-to-date browser (such as Google Chrome or Safari). Please add donotreply@mountsinai.org to your safe senders list to receive notifications in your email.
Some features, such as our MyMountSinai® video visits, have specific browser compatibility requirements. You can find which browsers for video visits are currently supported here.
If some of my health information on my MyMountSinai® is not correct, what should I do?
Your MyMountSinai® health information comes from your electronic medical record. If some of your health information looks incorrect, you can contact your care team to update that information.
How are my health records secured?
We take great care to ensure your health information is kept private and secure. Access to information is controlled through personal usernames and passwords. Each person controls their password, and the account cannot be accessed without that password. Further, MyMountSinai® uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session with MyMountSinai®.
What is your Privacy Policy?
MyMountSinai® is fully compliant with federal and state laws pertaining to your privacy. Your name and email address will be treated with the same care and privacy given your health records and will never be sold or leased by MyChart or Mount Sinai Health System.
Who do I contact if I have further questions?
You may call the MyMountSinai® Support line at 1-855-343-3470.
Video Visit FAQs
You can connect with a Mount Sinai provider from home through a video visit using the MyMountSinai app—check with your doctor’s office to see if they offer this capability. A video visit allows you to have a face-to-face visit with your provider for certain illnesses when an in-person visit is not necessary.
If you do not currently have a Mount Sinai provider for routine care, please go to Find a Doctor or call 1-800-MD-SINAI to find a provider that fits your needs.
How to download the MyMountSinai App (required for video visits)
Go to your App store, search for “MyMountSinai App” and download the app or use one of the following links:
How to schedule a video visit
Video visits can be scheduled over the phone or through the MyMountSinai app.
Scheduling instructions:
- Log into the MyMountSinai app and go to “Make an Appointment”
- Select a provider or reason for visit- if offered “In Person or Video” option, choose “Video”
- Select a date and time for your appointment
- Confirm personal information and insurance
- Enter any relevant information in the comments section and select “Schedule It”
Before your video visit
- Zoom will be used to conduct your video visit. Prior to your visit, please download the Zoom app on your PC, Mac, or Mobile device for the best video visit experience.
- The MyMountSinai app gives you the ability to check in before your visit using the eCheck-In "Get ready" function. This allows you to verify demographic information and complete required forms seamlessly from home.
- Some insurances have restrictions in place. Please verify that this service will be covered with your insurance prior to your video visit.
At the time of your video visit
- Log into the App 15-30 minutes prior to your appointment to review your personal information and make sure you can connect
- Open the MyMountSinai app on your smartphone or log into MyMountSinai on your PC or Mac
- Select “Appointments & Visits” to get to your scheduled video visit appointment
- Select “Get ready” to review the required check-in portion of your visit
- If you have a copay or fee, you will be asked to pay by credit card during the check-in process
- Once you finish checking in, a green camera icon will appear, then click on your appointment
- When ready, click on “Join video visit” to connect
- Zoom will open on your device or you will be forwarded to a secure webpage to connect to your video visit.
- You will be put in a virtual waiting room until your provider is ready.
Common tips and tricks for a successful video visit
- Do Not Disturb: To ensure notifications and apps do not cause interference during your video visit, we recommend putting your phone on ‘Do Not Disturb’ mode before connecting to your video visit
- Wi-Fi: Please ensure you are in a private area with a good Wi-Fi connection
- Bluetooth: Bluetooth devices can sometimes cause interruptions. Please disable your Bluetooth setting, if enabled, before connecting to your video visit.
- Apps: Please do not switch between apps during your video call, this may lead to connection issues
- Image Size: If your provider’s image appears small on your smartphone/tablet, please rotate your device to landscape for a larger image
- Compatible Devices: You can use your smartphone, tablet, PC, or laptop. Please ensure the device you choose has camera and microphone capabilities.
- Zoom will be used to conduct your video visit. Please download the Zoom app on your PC, Mac or Mobile device for the best video visit experience
How to test your connection
We recommend doing a self-test before your visit to make sure your audio and video are working appropriately for your upcoming video visit. If you would like to do a test, please do the following:
Please test if your device is compatible with Zoom by joining a test meeting here: https://zoom.us/test