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One Record FAQs

Downtime and billing changes related to One Record only impacted Arkansas, Oklahoma, Springfield, Joplin and surrounding communities, but the consolidation to one record benefits all Mercy communities.

Get answers to frequently asked questions about One Record:

We are consolidating our records across Mercy communities in order to provide you one patient record that is available no matter where you receive care from Mercy. All your health information will be in one convenient location and will be accessible by all Mercy providers across all Mercy locations.

Your patient information is being consolidated into one record to bring you easier access to more consistent and comprehensive care. No more need for multiple MyMercy accounts or searching different locations to access your data. After July 1, all your health information will be in one convenient location, accessible by all Mercy providers across all Mercy locations.

 

To consolidate your records, we’ll require scheduled downtime from June 25 – July 1. This will impact some features on mercy.net and MyMercy. To schedule appointments during this time, please call your provider’s office directly. Appointment reminders and Pre-visit/Fast Pass wait list activities will also be affected.

If you had more than one MyMercy account prior to July 1, your records have now converted to one MyMercy Account. If you have an account tied to care you’ve received in the St. Louis area, please login with that account. If your accounts are tied to care you’ve received in Arkansas, Oklahoma, Springfield or Joplin communities, please login to the account you use most frequently. If you have trouble accessing your MyMercy account, please call 888-986-3729.

As part of the consolidation of your patient information into one record, your communication preferences were reset in MyMercy. Please go to MyMercy.net or use your MyMercy app to customize your communication preferences for appointment notifications, messages, health, billing, questionnaires, account management and telehealth:

 

1.       Login to MyMercy

2.       Click “Menu” at the top left of the screen

3.       Under the profile section, click “communication preferences”

4.       Select how you would like to be communicated with (text, email, or mail) for each item

Your log-in information will stay the same as we transition your patient information into one Mercy-wide account.

No, if you are over the age of 18, you will have your own Mercy account and incur separate billing invoices. If you currently have a dependent or proxy connected to your Mercy or MyMercy account, they will remain connected to your account.

 

As we consolidated your patient information into one record on July 1, you may have temporary difficulty accessing all your messages in MyMercy. We are working to resolve this issue and will make all your information available as soon as possible.

As we consolidated your patient information into one record on July, you may have temporarily lost access to MyMercy accounts you have proxy access to. We are working to resolve this issue and will restore your appropriate proxy access as soon as possible.

As we consolidated your patient information into one record on July 1, you may have temporarily lost access to test results in MyMercy from tests that were done prior to July 1. We are working to resolve this issue and will make all your information available as soon as possible.

As part of the consolidation of your patient information into one record, your mobile app preferences were reset in the MyMercy app. Please login to your MyMercy app to customize your mobile app preferences to use passcode, face ID, appointment arrival and to receive notifications on your device when new information is available:

 

  1. Login to the MyMercy App using your username and password
  2.  Click “Menu” at the top of the screen
  3. Under “Profile”, click “mobile app preferences”
  4. Select your preferences for your MyMercy app

As we consolidated your patient information into one record on July 1, you may have temporarily lost access to some of the information in your health summary including: current health issues, medications, allergies, immunizations and preventative care. We are working to resolve this issue and will make all your information available as soon as possible. 

As we transition you to a single record, your stored credit card information will not be carried over so you will need to re-enter your credit card information within MyMercy or by calling Customer Service at 855-420-7900.

If you currently have a payment plan set up, no changes are needed with your established payment plan. If you’d like to set up a new payment plan for services received prior to July 1st, please call Customer Service at 855-420-7900.

 

To pay your account balance for services received after July 1, you’ll need to set up a new payment plan, which can be done in MyMercy or by calling Customer Service at 855-420-7900.

 

Note: If you are receiving two separate billing invoices, you will need to set up two separate payment plans.

If you’re using our autopay system, no changes are needed with your established autopay account. If you’d like to set up a new autopay for an account balance from services received prior to July 1st, please call Customer Service at 855-420-7900.

 

To pay account balances for services received after July 1st, you’ll need to set up a new autopay account, which can be done in MyMercy or by calling Customer Service at 855-420-7900after July 1.

 

Note: If you are receiving two separate billing invoices, you will need to set up two separate autopay accounts.

As part of the transition to one record for each patient, you will receive paper bills for services received before July 1st, even if you were signed up for paperless billing. Balances for services received after July 1 can be set up for paperless billing.

If you currently have paperless billing selected as your preference, you will automatically be converted to paperless billing for all services received after July 1st.

As we transition your patient information into one Mercy-wide account, you will receive one bill for your previous balance before the transition, and one bill for any services you receive after July 1. Once previous balances are paid, you’ll receive only one bill for services provided by Mercy.

Yes, you will still be able to pay your bill during the MyMercy downtime. You can pay your bill through the MyMercy app, mymercy.net, by phone, or mail.

 

  • MyMercy - To pay a previous balance on mymercy.net or within the MyMercy app, you’ll need to follow the billing link to your previous balances within MyMercy (view example).
  • Phone - To pay by phone, please call 855-420-7900
    • To talk to an account specialist Monday-Friday 7:30 a.m. to 8 p.m. Central Time, option 0. Be sure to have your invoice number ready so we can reference your account.  
    • For 24/7 automated bill payment, option 4. You will then be prompted to enter your invoice number or social security number. 
    • Your invoice number will always start with either a 3, 5, or 6.
  • Mail - To pay your bill by mail, you can send payments to the address included on your billing statement. Mail check or money order (made payable to Mercy) along with the tear-off form on the front of the statement. To avoid issues when mailing payments: submit one check per envelope and always include the matching payment slip. Sending one payment for multiple accounts and/or not including the payment slip can result in processing delays and payment posting to the incorrect account. Please note there is a $25 service fee for all returned checks.