MyChart Frequently Asked Questions

MyChart is a free, secure, and easy way to access your health information and providers online. With MyChart you will be able to:

  • View medical information
  • See test results
  • Update your information
  • Pay bills
  • Get price estimates for some services
  • Share your health information with other medical providers and family

And, if you are a Montage Medical Group patient, you will also be able to:

  • Communicate with your healthcare team
  • Manage prescriptions
  • Manage appointments

Enrollment Questions
Who is eligible to sign up?
How do I sign up?
Is it free?
How do I choose an ID and password?
Your Medical Record
What type of appointments can I schedule with MyChart?
Can I cancel an appointment in MyChart?
What types of results can I see?
What if I don’t understand the information in MyChart?
Can I send messages to my doctor’s office?
How do I manage my medications?
MyChart For My Family
Can I view a family member's health record in MyChart?
Billing and Insurance
How can I pay my bill?
Should I pay my co-payment when I register for my visit?
Does Community Hospital bill my insurance for services?
Do I need pre-certification for hospital services?
What if my insurance doesn’t cover the entire cost of my care?
If I don’t have insurance, can I still receive hospital services?
How will I know if my insurance company has paid my bill?
Does Community Hospital accept Medicare?
What if I have more than one insurance plan?
What if my insurance plan is not contracted with Community Hospital?
Does Community Hospital accept travel insurance?
What if I am a member of a health care risk pool?
When do I become responsible for my bill?
What if I have overpaid my account?
I was never at the hospital. Why am I getting a hospital bill?
Why have I received multiple bills?
Does Community Hospital have different charges for insured or non-insured patients?
How can I get an itemized statement for my visit?
After I Have Enrolled
What do I do if I forget my password?
What if I forget my user ID?
What if my activation code doesn’t work?
What if I need to update my information?
Technical Questions
Is MyChart secure?
I have Central Coast Health Connect; will that be going away?
Who do I contact if I have additional questions?

Who is eligible to sign up?

Any patient of Community Hospital of the Monterey Peninsula and any patient of Montage Medical Group can sign up for MyChart.

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How do I sign up?

At our facilities:

When you receive care or services at Montage Health, including Community Hospital and Montage Medical Group, we'll invite you to sign up for MyChart. We'll provide the information you need during your visit.

Online:

Visit montagehealth.org/mychart and click on "sign up" to access the MyChart registration form.

Mobile device:

MyChart can be accessed through a mobile app on your Android, Apple iPhone, Apple Watch, Apple iPad, or other smart device or tablet. Visit montagehealth.org/mychart or visit the app store and type in MyChart.

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Is it free?

Yes. MyChart is a free service offered to our patients.

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How do I choose an ID and password?

  • The MyChart ID must be between 5 and 24 characters and contain only letters and numbers (no symbols).
  • Your password must be at least 8 characters and contain one uppercase letter, one lowercase letter, and one number or symbol. Your password must be different than your ID.
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What type of appointments can I schedule with MyChart?

At this time, patients of Montage Medical Group can make appointments for flu shots during flu season. Montage Medical Group patients can also make requests via MyChart for annual exam visits, new condition/symptom visits, and follow-up condition/symptom visits. In 2019, additional appointments will be added for other Montage Health facilities.

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Can I cancel an appointment in MyChart?

Montage Medical Group patients can cancel an appointment in MyChart. To do so, click "Visits," and choose "Appointments and Visits." If a "Cancel" button does not appear to the right of the appointment, you will not be able to cancel it via MyChart. In these cases, please call the office to cancel the appointment.

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What types of results can I see?

Results typically available within 24 hours of completion:

  • Non-sensitive labs, endoscopy, and cardiology procedures

Results typically available within 72 hours of finalization:

  • Imaging interpretations

For hospital visits, results are available after discharge.

Some sensitive results may be withheld from MyChart.

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What if I don’t understand the information in MyChart?

If you do not understand the information in MyChart, contact your health provider for clarification and to ask questions.

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Can I send messages to my doctor’s office?

If you are a patient of Montage Medical Group, you can send non-urgent messages to your care provider between office visits. You will generally receive an answer within 1-3 business days. If your situation requires immediate attention, contact your doctor’s office or dial 9-1-1, if it’s an emergency.

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How do I manage my medications?

If you are a patient of Montage Medical Group, you can view and request refills of existing medications. New medications will need to be handled directly with your doctor's office.

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Can I view a family member's health record in MyChart?

Yes, this is called Proxy access and allows a parent (or guardian) to log in to their personal MyChart account and connect to information regarding a family member. To create a Proxy account, please follow the instructions on the MyChart Proxy Access page at montagehealth.org/mychart.

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How can I pay my bill?

Please include your visit/guarantor number on all payments and correspondence and pay by:

  • Mail: Send your check, money order, or credit card information to Community Hospital of the Monterey Peninsula, P.O. Box 39000, Dept 34028, and San Francisco CA 94139-0001.
  • Phone: (831)625-4922 or (888)625-4922
  • Online: https://chomp.org/mychart
  • In person: Visit our Patient Business Services office at 40 Ryan Court Suite 100 in Monterey or most other hospital locations. We accept all major credit cards, cash, check or money order. Make check or money order payable to Community Hospital of the Monterey Peninsula.
  • Short-term payment plans: Call us to learn about a wide range of payment plans available to suit your needs.
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    Should I pay my co-payment when I register for my visit?

    Yes, you may be asked to pay your co-payment, deductible, or estimated patient portion.

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    Does Community Hospital bill my insurance for services?

    Yes, we bill all accepted insurance companies for which you provide us information.

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    Do I need pre-certification for hospital services?

    Most insurance plans require you to obtain pre-certification/authorization; however, it is up to you to find out whether you’re insurance requires pre-certification/authorizations for any care provided at the hospital. If pre-certification /authorization is required and you or your doctors do not take steps to ensure the authorization is obtained, reduced benefits or denial of your entire claim by your insurance company are possible. If you are scheduled for a test or procedure and do not have insurance, you will be asked to pay all of the expected charges prior to the procedure, with the balance of any additional charges due within 30 days after the procedure. Emergency care is always provided regardless of ability to pay.

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    What if my insurance doesn’t cover the entire cost of my care?

    Community Hospital can assist you in numerous ways, including developing a monthly repayment plan or helping determine whether you qualify for government assistance. We also offer Sponsored Care, a program that provides financial assistance to those who qualify. For assistance before you receive care please call Patient Access, (831)625-4910 or while you are in the hospital, extension 4910; for assistance after you have received care or been discharged, please call Patient Business Services at (831)625-4922.

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    If I don’t have insurance, can I still receive hospital services?

    Community Hospital is committed to caring for all who come through our doors, regardless of ability to pay, to the fullest extent allowed by law and available resources.

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    How will I know if my insurance company has paid my bill?

    Your insurance will send you an explanation of medical benefits (EOMB or EOB), explaining how the claim was processed. Once your insurance has paid its portion, we will bill you for any remaining amount due.

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    Does Community Hospital accept Medicare?

    Yes. If you are covered by Medicare, we will bill Medicare. You will be billed for any non-covered services or items that are your responsibility.

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    What if I have more than one insurance plan?

    We will bill the second insurance company after the first has paid.

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    What if my insurance plan is not contracted with Community Hospital?

    We will bill for all insurance plans even if they are not contracted with the hospital. You will be responsible for balances after your insurance has paid.

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    Does Community Hospital accept travel insurance?

    A healthcare risk pool is not an insurance company. You will be registered as a self pay patient and will be eligible for a 15% discount. We will provide you with statements to submit to your healthcare risk pool for reimbursement.

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    What if I am a member of a health care risk pool?

    We will bill for all insurance plans even if they are not contracted with the hospital. You will be responsible for balances after your insurance has paid.

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    When do I become responsible for my bill?

    You are legally responsible for your bill at the time you receive services. We will bill all insurance as courtesy to the patient and we will send you a statement detailing your out-of-pocket portion.

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    What if I have overpaid my account?

    Community hospital’s policy is to apply overpayments to the patients open balances once insurance has paid. If there are no open balances, refunds are processed within 14 days.

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    I was never at the hospital. Why am I getting a hospital bill?

    You may have received services at one of our offsite facilities or your doctor may have sent a specimen to our lab for processing.

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    Why have I received multiple bills?

    Your Community Hospital bill includes services received at the hospital or at one of our locations plus fees for hospital-based doctors (these include radiologists, radiation oncologists, Emergency department doctors, pathologists, and behavioral health doctors). All other doctors or providers who treated you at our facilities, such as surgeons, private doctors, outside reference labs, etc., send separate bills.

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    Does Community Hospital have different charges for insured or non-insured patients?

    No, everyone is charged the same amount for the same services.

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    How can I get an itemized statement for my visit?

    You can go online www.montagehealth.org/mychart or you may call customer service at (831) 625-4922.

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    What do I do if I forget my password?

    You can get a new password by visiting the MyChart login page and clicking "Forgot Password." You will be prompted to enter your ID, Social Security Number, and date of birth. You will also be asked to answer a password reset question you created during your initial setup. Next, you will be asked to enter a new password.

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    What if I forget my user ID?

    User IDs cannot be changed. Call (831) 622-8000 to get your user ID reset. You will be given a new access code to sign in.

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    What if my activation code doesn’t work?

    For your security, your activation code expires after 14 days and is not valid after your first use. If you have problems, please contact us at (831) 622-8000 or visit www.montagehealth.org/mychart to request a new activation code.

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    What if I need to update my information?

    If you need to update information, such as an address or insurance information, login to www.montagehealth.org/mychart. For other updates, please contact MyChart services at (831) 622-8000.

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    Is MyChart secure?

    Yes. Your health information security is very important to us. Access is controlled through secure activation codes, personalized user IDs, and passwords. Each person controls their password, and the account cannot be accessed without that password. Further, MyChart uses the latest in encryption technology. Unlike conventional e-mail, all MyChart messaging is done only while you are securely logged on to our website or through the mobile app.

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    I have Central Coast Health Connect; will that be going away?

    Central Coast Health Connect (CCHC) is not going away. CCHC, a patient portal that collects your health data from Community Hospital of the Monterey Peninsula, Natividad, and Salinas Valley Memorial Health System, will continue to exist. Montage Health’s MyChart is specific to Montage Health facilities (including Community Hospital) and their patients as well as other local affiliated doctors who sign up to offer Montage Health MyChart. MyChart will offer additional information and features that CCHC does not currently provide.

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    Who do I contact if I have additional questions?

    Contact Montage Health MyChart services at (831) 622-8000, 24 hours a day, 7 days a week or email mychartsupport@montagehealth.org.

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