MyChart Communication & Messaging FAQs

MyChart users may log in to MyChart and update communication preferences at any time:

1. Visit the Communications Preferences screen in MyChart. If you are not already signed in, you’ll be prompted to do so. You can also navigate to this screen through the main Menu drop-down, under Account Settings toward the bottom of the menu options.
2. Verify your Contact Information is up to date, then adjust your Settings as desired.
3. In the Details section you can choose notifications by type of message. Each message type has an Advanced settings menu for further customization.
4. Select Save changes at the bottom of the screen.

You can securely message your care team with a follow-up question related to a recent visit or a simple question that doesn’t require an immediate response. Charges may apply. See FAQs below for more details.

You will generally receive a response within 1-3 business days. Note that MyChart messages should not be used for urgent situations. Please contact your medical center if the situation requires immediate attention or dial 911 if it is an emergency.

Over the last few years, the volume of messages sent via MyChart has increased significantly, with some MyChart questions taking the place of in-person or virtual visits and requiring more time from providers to respond.

To ensure timely responses to these messages, MultiCare will begin to bill insurance for messages that require more than five minutes of clinical time and medical expertise to answer. This new practice began July 1, 2024.

While most message responses will remain free, some may be billed to your insurance. The amount patients can expect to pay ranges from $0–$35.

In most cases, MultiCare will not bill for MyChart messages. The following situations are not intended to be billed:

• Requests to schedule an appointment
• Requests for medication refills
• Questions related to a visit (in person or virtual) in the last seven days
• Questions about billing and financial assistance
• Messages that take less than five minutes of a provider’s time to answer
• Messages initiated by your health care provider or team
• Follow-up care questions after a recent surgery or procedure
• Questions about participation in open clinical trials or studies

If you ask a question and your provider recommends an e-visit, virtual visit or in-person visit to address your need, you will not be charged for the message and will instead be charged for the type of visit you schedule. Standard costs for those services will apply, and charges vary based on your insurance coverage.

When medical decision-making is involved and takes longer than five minutes of a provider’s time, it may result in a charge to your insurance. Some of these situations may be billed:

• Requests for new medications or changes to existing medications
• New symptoms or problems
• Questions about news articles, journal articles or studies
• Check-ins or changes to a chronic or long-term condition
• Requests for new referrals

Most messages will remain free. Read types of messages that may result in a charge above to learn which messages may be billed to you or your insurance. Below is an estimate of what patients can expect if they are billed for a message.

*To learn more about your specific out-of-pocket costs, please contact your insurance company.

Financial assistance is not available for MyChart messages or e-visits.

Please contact MultiCare’s financial experience customer service team for any questions about your bill.

When you initiate a new message and select Ask a medical question, a screen will display in MyChart to let you know that you may be charged for sending the message if it requires more than five minutes of your provider’s time to answer. You will have the opportunity to acknowledge and select Next to proceed with sending the message.

As a reminder, acknowledgement of the policy does not mean you will be charged.

You can also decline and schedule an appointment through MyChart (if available for your provider) or by phone.

If you’re not sure you’ve previously received texts from MultiCare, or you’d like to enroll in text messaging, there are several easy ways to get started:

1. Enroll by text
   • Text START to 53691 for general care information and appointment reminders
   • Text START to 52109 for billing and payments
2. Update your communication preferences in MyChart (see instructions below)
3. Tell the front desk staff you’d like to enroll in text messages during your next office visit

Please note: Message and data rates may apply. Message frequency may vary. Text STOP to opt out of text notifications.

• Visit the Communication Preferences screen in MyChart. If you’re not already signed in, you’ll be prompted to do so. You can also navigate to this screen through the Menu (scroll down to Account Settings).
• Under Details, select the communication topic (e.g., appointments, messages, billing) and make sure Text message is toggled on (click/tap the switch to move it from off/grey to on/green).
• Under each communication topic, select Advanced settings to update all types of messages sent for that topic (e.g., appointments, messages, billing).
• Make sure your current mobile phone number is listed under your contact information.
• Important: Select the green Save changes button at the bottom of the screen before exiting.

As of May 7, 2024, even if you’ve received texts from MultiCare in the past, you may start to see these messages come from new numbers:

• 53691: General care information, including appointment reminders, prescription updates and more
• 52109: Billing and payments

Certain text messages, such as appointment reminders and billing notifications, will have two-way communication. This means patients can respond with simple prompts to confirm or cancel appointments or easily pay bills.

To receive text messages in another language, make sure your preferred language is set correctly in MyChart.

• Under Account Settings in the Menu, select Personal Information.
• In the Details About Me section, select Edit and update the language as needed, then select the green Save changes button.

You can also ask for help with this from the front desk staff during your next office visit.

We offer 10 languages, including Spanish, with more planned for the future.

We are changing our text messaging to new five-digit certified numbers known as short codes* as part of an effort to make managing your health care easier. These features will let you do routine tasks like confirming your appointment or paying your bills with just a few taps from your phone.

*Please note: Short codes are abbreviated phone numbers used for text messaging. Because short codes have a strict carrier approval process, they are a trusted way to communicate via text message.

The simplest way to stop receiving text messages is to follow the instructions in the message itself by replying STOP.

You can also text STOP to the five-digit numbers above at any time or turn off text notifications through your MyChart Communication Preferences center.

You can also ask front desk staff to assist you during your next visit.

You can opt in again with any of these three methods:

• Enroll by text
• Text START to 53691 for general care information and appointment reminders
• Text START to 52109 for billing and payments
• Update your communication preferences in MyChart (see instructions above)
• Tell the front desk staff you’d like to enroll in text messages during your next office visit

Your appointment will remain scheduled, but you may receive a phone call from MultiCare to confirm your appointment.

We follow all privacy laws, including HIPAA, in all communications which includes text messaging. We will never ask you to confirm your identity via text or ask you to send information such as your birthdate or Social Security number. Protected health information will never be sent in a text message.

Depending on your cellphone service plan, message and data rates may apply. MultiCare does not charge you to receive our text messages.

We cannot send text messages outside the United States at this time. This includes phone numbers related to services like Skype, as well as international carriers.

If you have a MyChart account, you can check your communication preferences at any time. You can also ask the front desk staff to confirm your settings during your next visit.

Your communication preferences in MyChart may be preventing you from receiving text messages. If you have text messages disabled in MyChart, you’ll need to turn them on.

To check your communication preferences, follow the instructions above. You can also ask the front desk staff to confirm your settings during your next visit, or call our MyChart customer support team at 844-388-2356 available Monday through Friday from 7am to 5pm PST.

No, a MyChart account is not required to receive text messages. However, having a MyChart account will give you the ability to tailor your text message preferences and provide more tools to manage your health. To learn more about setting up a MyChart account, visit our MyChart page.

To enroll in text messaging for a proxy, you’ll need to ensure you have a MyChart account with proxy access. Learn more about proxy access. To opt in to receive text messages for your proxy account, you can:

• Update your communication preferences in MyChart while viewing the proxy account
• Tell the front desk staff you’d like to enroll in text messages for your proxy during your next office visit