Frequently asked que... (2024)

Frequently asked questions

Contact us

How can I talk to a nurse 24/7?

You can talk to an on-call nurse 24 hours a day, seven days a week with Ochsner On Call.

Call 1-800-231-5257 or Call 504-842-3155

How can I get help with billing or financial services?

Our Live Chat agents can help you with billing and financial questions right from the MyOchsner app.

You can also call 504-842-4190 or 1-800-343-0269, or email us at billing@ochsner.org

How can I reach a patient advocate?

If you have concerns about the care you or your loved one is receiving, please speak with your doctor or nursing supervisor. If you feel that your issue isn’t resolved, contact our Patient and Provider Advocacy department at 1-844-959-4327.

Grievances also may be lodged with the Louisiana Department of Health and Hospitals at 1-866-280-7737 or The Joint Commission 1-800-994-6610.

You can also speak to patient and provider advocate in the app with Live Chat.

Go to live Chat

How can I get language or interpreter services?

Our free language assistance services are available to patients 24 hours a day, seven days a week. Call us at 1-833-896-6586. Read more about language and interpreter services online.

How can I reach Ochsner's International Health Services?

Patients traveling to the United States to get care with us at Ochsner can call 504-842-4190 or email: international@ochsner.org.

MyOchsner account

How do I find my username or reset my password?

Use the links below to recover your username or reset your password

I forgot my username

I forgot my password

Still need help? Use our live chat to get technical help with accessing your account. You can also call our MyOchsner support line at 1.877.339.2637.

How do I create an account?

MyOchsner accounts can be set up by patients who are 18 years of age or older.

To start, open the app menu from the top left corner of your screen.

  • Select “Your MyOchsner account”

  • Then, select “Create an account”

  • Follow the prompts to finish creating your account

What is two-factor verification?

Two-step verification is an additional level of security to help keep your account secure — even if someone has your password. You will need to perform two-step verification every seven days.

You can turn two-step verification on or off once you log in:

  • Use the menu to find “Security settings” in the “Account settings” section. You will need to verify your cell phone number, email address, and password before turning it on.

  • We will send you a security code by phone or email to update your settings. To finish updating your two-step verification settings. You can enter it in the pop-up screen.

How do I obtain access to a family member's account such as a child?

Each adult must establish their own MyOchsner account. Due to the sensitive nature of medical information, spouses may not share one account.

Proxy accounts

A parent, guardian, or other adult with an active MyOchsner account may view a loved one’s MyOchsner account with proxy access.

Once you log in:

  • Open the menu in the center of the screen

  • Search proxy or family access

  • Under the “Sharing” section

  • Select “Request family access”

  • You will find more information on proxy access.

How do I manage my communication preferences?

You can control which text and email notifications we send you about your health and wellness, as well as update your phone and postal mail preferences.

Here’s how to get there:

  • Log into your account and open the main menu

  • Scroll to “Settings and preferences” and select “Communication preferences”

How can I personalize the app?

There are two ways you can personalize your MyOchsner account. You can select the menu shortcuts that are visible from the home screen and you can change the highlighted color for your avatar.

Once you log in:

  • Open the menu in the center of the screen

  • Search the menu for personalize or shortcuts

  • Or scroll down to the “Settings and preferences” section

  • Select either “Change your shortcuts” to change your shortcuts or “Personalize” to pick a new color

How do I log out of my account?

To log out of your account, please tap your profile picture on the home screen and then choose "Log Out". To get back to the pre-log in content, choose "Back to Home" once you are logged out.

Scheduling and appointments

How do I schedule an appointment?

Log into your MyOchsner account to find and schedule appointments right from our app.

You can also call us at 1-866-624-7637 to schedule or change an appointment, or get help scheduling online with Live Chat.

How do I cancel or change my doctor's appointment?

Out of consideration for other patients who may need the appointment time, please give Ochsner at least 24 hours advance notice if you are unable to keep your appointment time. You can cancel or reschedule in several ways:

  • Reply to your appointment confirmation text message.
  • Use Live Chat right from the app.
  • Make the change by logging into your MyOchsner account.
  • Call us at 1-866-624-7637.

What do I need to do if I am a new patient?

There are several ways to be prepared for your first appointment as a new patient:

  • Check in 15 minutes prior to your appointment.
  • Have both your primary (and secondary if applicable) insurance information available.
  • Be prepared to make your co-payment, if you have one.
  • Please bring any medications, or a list of medications with the dosage and number of times per day you take them. Don’t forget to include over-the-counter medications.
  • If you already have a MyOchsner account with us, complete ePre-check prior to your arrival to make the check-in process faster once you arrive.

Can I fill out any required paperwork before I get there?

We encourage you to complete ePre-check prior to your arrival. This will make the check in process faster. You can log into your MyOchsner account to complete the ePre-check up to seven days before your appointment.

Can I pay before my appointment?

MyOchsner's ePre-check lets you pay your copay and confirm your insurance and address in advance of your appointment. Log in to your MyOchsner account to find your ePre-check and appointment details.

Our locations also accept contactless payment options, including Google and Apple Pay.

Why do I need to register every time I visit the hospital or a clinic?

A separate registration is required for each visit to make sure that your contact and billing information is accurate.

What if I have a problem when my doctor’s office is closed?

If you have a medical concern or problem outside of normal operating hours, please call Ochsner On Call at 504-842-3155 to speak to our on-call nurse. Our specially-trained registered nurses can help you with several care options:

  • Schedule an appointment.
  • Discuss health concerns.
  • Provide self-care techniques.
  • Help you decide whether or not you need to go to the emergency room.

Virtual Visits

What is a virtual visit?

A virtual visit is a secure video appointment with your doctor via your smartphone, tablet, or computer. This allows patients to conduct a traditional office visit with their provider through their MyOchsner app without leaving home or work.

How do I schedule a virtual visit?

You can set up a virtual visit with a new or existing provider from your MyOchsner account. You can also schedule an on-demand virtual visit through Ochsner Connected Anywhere.

Do you need help setting up your virtual visit? Call 1-866-624-7637 or use our Live Chat to schedule.

How much does a virtual visit cost?

The cost of a virtual is the same as an in-person visit, as covered by your insurance. As with an in-person visit, you will be billed for co-pay at the time of your virtual visit or after the visit is completed. You will also be given the option to pay online. Contact your insurance provider for covered benefits.

Find your insurance portal

What are the tech requirements for a virtual visit?

You must have a mobile phone or tablet with a front-facing camera and iOS or Android operating system. You can also use your computer as long as you have a built-in or external webcam.

I am a new patient. Can I do a virtual visit with an Ochsner physician?

Some visit types can be done virtually for new patients in Louisiana. To schedule a virtual or in-person appointment, call 1-866-624-7637 or access the MyOchsner portal.

What are the advantages of a virtual visit?

A virtual visit provides the same Ochsner experience with added convenience. Your physician will do a comprehensive visit to determine next steps for your care.

What is Ochsner Connected Anywhere?

Ochsner Connected Anywhere connects you to a licensed urgent care provider so you can get a diagnosis and treatment plan without ever having to leave your home or office.

Go to Ochsner Connected Anywhere

What is an Ochsner Connected Anywhere Health Kit?

Our Ochsner Connected Anywhere Health Kit allows you to take health data during an examination and forward the information to your Ochsner Connected Anywhere provider. The kit can capture several pieces of data that your provider may need, including:

  • Vital signs such as temperature or heart rate.
  • Lung sounds.
  • Images of the ear canal, mouth, throat, and skin.
  • Stomach and bowel sounds.

Learn more about Ochsner Connected Anywhere Health Kits.

What is Digital Medicine?

Ochsner Digital Medicine helps patients manage their chronic conditions from home while staying connected to a dedicated care team. Conditions managed through Digital Medicine include hypertension and diabetes. Learn more about participating in this program.

Pregnant patients can also monitor their prenatal health from home through our Connected MOM program.

Immunizations and health screenings

Does Ochsner keep track of childhood immunization records?

Yes, Ochsner participates in the LINKS program, also known as the Louisiana Immunization Network for Kids Statewide. It is a computer-based information system administered by the Louisiana Department of Health and Hospitals. Healthcare providers use LINKS to make sure our patients have adequate immunization records and to avoid unnecessary immunizations.

How will I know if I am due for a preventive screening?

Our physicians and providers will let you know during a visit that you are due for a screening or immunization and can help you get it scheduled. You will also get reminders in your MyOchsner account when a screening or immunization is due. If you get an in-app reminder, simply message your care team to request that orders be placed or bring it up in your next visit with us.

Preventive screenings and immunizations are essential for your health.

Test Results

When will I receive my test results?

Your test results and hospital notes will be released in MyOchsner as soon as they are available. This means that, in some cases, you may receive test results before your care team has had a chance to review them and notify you of the results.

Will someone call to discuss my test results?

Your provider will review your results and determine what further treatment, evaluation, or planning is required. Your provider may contact you by phone or through MyOchsner to discuss your test results.

What should I do if I have questions about my test results?

If you have immediate questions or concerns when you receive your results, message your provider in MyOchsner or call Ochsner On Call at 1-800-231-5257.

Billing

When should I expect to receive a bill?

Your bill should arrive as soon as your claim has been processed by your insurance carrier. This typically takes 1 to 2 months.

Your bill will explain what portion of your claim you are responsible for. If your insurance carrier needs more information or denies your claim, your bill may be delayed by an additional 2 to 4 months.

How will I be notified of my bill?

New MyOchsner patients are automatically enrolled into paperless billing. You will be notified of new bills through email and the MyOchsner mobile app. Make sure your email and phone number are up to date, so that you will get the MyOchsner notifications about your bill.

How do I pay my bill online?

Pay your bill safely and securely through the online bill pay option in your MyOchsner account.

If you're not a MyOchsner user, you can still pay online or create a self-pay/guest estimate for certain services using MyOchsner.

Pay as guest

For patients of Ochsner Lafayette General

Pay online through the Ochsner Lafayette General bill pay website or call our billing department at 337-289-7287.

How do I know if Ochsner Health contracts with my health plan?

Some insurance companies require patients to receive services with "in-network" or "participating provider" hospitals and physicians. Some insurance plans also require that certain services be authorized or pre-certified before the patient receives them. Call your insurance company to check its requirements and to make sure Ochsner Health is in your network.

Find your insurance portal

Can I call about a statement if I am not the guarantor or the patient?

Due to the Privacy Act, we are only allowed to discuss account information with the guarantor or the patient.

How often will I receive a statement?

Statements are issued monthly. You will receive a statement every month until all payments are made, either by the insurance company or the guarantor.

What type of payments does Ochsner Health accept?

Ochsner Health accepts cash, personal checks, debit cards, money orders, or credit cards (Visa, MasterCard, Discover, and American Express). We will charge your credit card only for the amount you authorize.

Can I request an itemized hospital bill?

You can request a complete itemization of hospital services from Patient Account Customer Services. You can speak to a representative with Live Chat or by calling 504-842-4190 or 800-343-0269.

Go to Live Chat

Estimates

How do I get an estimate?

We are happy to help you understand the potential costs of your upcoming services. You can chat live with our patient financial services agents Monday through Friday, from 8 a.m. to 4:30 p.m.

To get an estimate:

  • Login to your MyOchsner account

  • Search or scroll to find the “Estimates” page

  • Click on “Create a new estimate” and select the location where you will be getting a treatment or procedure.

Chat live with a financial services agent

Medical Records

How can I view and download my medical records?

You can access, view, download and print your medical records from your MyOcshner account. Once you log in:

  • Open the menu in the top left corner of the screen.
  • Search or select “Document and download center” from the “Health Record” section.
  • You will find options to view, download and request records.

How do I obtain copies of my medical records?

To obtain copies of the medical record, the patient's written authorization must be signed and dated, and must include the name and address of the individual who is to receive the copies of the record, the information requested and the treatment dates.

You will need to log into your MyOchsner account or create an account with a secure user name and password to view, download or request your records.

Once you log in:

  • Open the menu in the top left corner of the screen.
  • Search or select “Document and download center” from the “Health Record” section.
  • You will find options to view, download and request records.

COVID-19

Where can I get tested for COVID-19?

Testing is available at our community testing sites for symptomatic and asymptomatic patients. For Ochsner testing sites in the New Orleans area, message your provider through the MyOchsner app or call 800-231-5257 or 504-842-3155.

Patients in other areas of Louisiana or Mississippi should visit our website to find community testing sites in their area. Walk-ups are welcome.

How will I receive my COVID-19 test results?

You will receive your test results within 96 hours via the MyOchsner patient portal or by phone. In the meantime, please continue infection control precautions:

  • Cover your mouth when you cough or sneeze.
  • Wash your hands frequently.
  • Minimize contact with others.

Those who test positive will have the opportunity to participate in Ochsner’s 14-day symptom tracker program designed for COVID-19 patients who do not require hospital care. Learn more about our COVID-19 resources.

Do I need a COVID-19 test?

If you have been exposed to someone who is suspected to be positive for COVID-19, you should follow CDC guidelines and quarantine after the close contact. Close contact is defined as less than 6 feet apart for more than 15 minutes.

If you are unsure about if or when you should be tested, talk with a provider virtually through Ochsner Connected Anywhere for medical advice.

Is the vaccine safe?

The COVID-19 vaccines have full FDA approval, meaning no one is excluded from receiving the vaccine. There are also no severe effects from the vaccine, except for rare severe allergic reaction to the vaccine or its components.

All vaccines available in the U. S. have been thoroughly tested and found to be safe and effective in preventing serious disease. If you have questions, talk to your physician or provider.

Where can I get a COVID-19 vaccine?

You can make a COVID-19 vaccine or booster appointment from your MyOchsner account. After you log in:

  • Open the main menu and select "Schedule an appointment".
  • Scroll down and click the option for COVID-19 vaccines and booster shots.

You can also call 844-888-2772 or find a community vaccine event in your area.

Do I have to wear a mask?

Yes, after much consideration and discussion, Ochsner Health is adjusting its mask policy. Masks are required in all patient care areas, including clinics, hospitals, and emergency departments. Learn more about our COVID-19 safety guidelines and procedures.

Is it safe for me to go to the hospital or the doctor's office if I don't have COVID-19?

Yes, it is safe to visit your doctor's office or the hospital when you need medical care. You can always book a virtual appointment with your provider or use Ochsner Connected Anywhere for routine or follow up appointments.

Can I visit a loved one in the hospital if they have COVID-19?

Yes, you can visit your loved one in the hospital if they have COVID-19. Please see our updated visitor policy for more information and guidelines.

Advanced Directives

What are advance directives?

An advance directive is a legal document that specifies what kind of medical treatment you may want if and when you are unable to make decisions or speak for yourself. We recommend completing an advance directive in case if illness or injury. You can fill out an advance directive from your MyOchsner account.

Where can I get an advance directive form?

You can fill out an advance directive from your MyOchsner account. Once you log in:

  • Search for "Advance directive or go into the main menu.
  • Select "Advanced care planning" from the main menu.
  • You will be directed to our website where you can download and upload advance directive documents.

If you do not have a MyOchsner account, download a copy to fill out and bring to your next doctor visit. If you are admitted to the hospital and need forms, contact your nurse or case manager. Keep your original documents in a safe, easy to find location.

How can I revoke an advance directive?

If you are a hospital patient who wishes to file or revoke an advance directive in your medical record, contact your nurse, a chaplain or call 504-842-9474. If you are not hospitalized and you wish to revoke an advance directive please contact our Patient and Provider Advocacy Department.

You can reach someone through the app with Live Chat.

Go to Live Chat

You can also call the Patient and Provider Advocacy Department at 1-844-959-4327.

Inpatient Services

What is your visitor policy?

We understand the importance of family members and loved ones during a hospital stay. Please review our updated visitor policy for guidelines and visiting hours.

Are there televisions, telephones, and WiFi in Ochsner hospitals?

We offer free WiFi for patients and visitors. Our hospital rooms come with television and telephones for your comfort and convenience. For a full list of patient and visitor services and amenities please visit our list of Ochsner hospitals and select your hospital. Find your Ochsner hospital.

How can I speak to a patient at the hospital?

To locate a patient at the hospital, please call the hospital's main number and asked to be directed to the patient's room. Find the hospital's main number from our list of hospitals.

Find your Ochsner hospital

How can I get information about my medical care during my hospital stay?

You can view your real time medical information right from the MyOchsner app. Once you log in you will be able to find information pertaining to your current hospital stay including:

  • Your hospital schedule
  • Your care team
  • Medications
  • Educational content specific to your diagnosis or health concerns

You can also grant proxy access to someone you trust.

How can I get an interpreter?

Interpreters are available 24/7 via remote video or over the phone. We offer free interpreter services for patients who speak limited English and for patients who are deaf or hearing impaired. In-person interpreters are available upon availability. Talk to your nurse or a member of your care team for more information.

What food options are available at the hospital?

You can see a full list of amenities, including food and dining option, in the MyOchsner app. Click on your hospital from our list of hospitals and medical centers to find the patient and visitor information you need.

Find your hospital

What services are offered to help me after I am discharged?

You may have concerns about your illness, your hospital stay and how you will manage your care after discharge. Discuss these concerns and plan for your post-hospital care with a member of your care team, including your case manager or social worker, your physician or providers, or other healthcare personnel treating you during your stay.

Is Ochsner a tobacco free organization?

Yes, all Ochsner locations are smoke-free. The hospital’s tobacco-free policy prohibits the use of all tobacco products (including smokeless cigarettes) in indoor and outdoor areas, including vehicles and all Ochsner property. This policy applies to all campuses and includes all patients, visitors, staff, and vendors.

Is spiritual care available or can I have my faith-based organization visit?

The spiritual aspect of healthcare is important to recovery. Your faith-based organization is welcome at Ochsner. Nursing personnel or a case manager can assist you with contacting a particular faith group or requesting chaplain services.

You can also use the hospital-based spiritual care services and chapel. Find your hospital in the MyOchsner app and look under "Patient and visitor info" for more information. Find your hospital

Privacy

How is Ochsner protecting my privacy?

You have privacy rights under HIPAA, a federal law that protects your health information. This law sets rules and limits on who can look at and receive your health information. Learn more about HIPAA and how we protect your confidential health information.

Ochsner Health is committed to protecting your privacy and developing technology that gives you the most powerful and safe online experience. Review our privacy policy which applies to the MyOchsner™ patient portal Web site and app and governs data collection and usage.

What should I do if I think my rights are being denied or my information isn't being protected?

If you believe your rights are being denied or your health information is not being protected, you can chat live with our Patient Advocacy Center.
Live Chat.

You can also file a complaint with your provider, health insurer or the U.S. Department of Health and Human Services.

Giving back

How can I volunteer at Ochsner?

We have many volunteer opportunities with flexible shifts to match your schedule. Learn more about volunteering with Ochsner. We look forward to hearing from you.

Where can I give blood?

You can donate blood at one of Ochsner’s convenient community blood collection centers. Blood donations by appointment are preferred.

If you have any questions or would like to schedule a mobile blood donation clinic in your area, please call us at 504-842-3375.

How can I become an organ donor?

Thousands of adults and children are awaiting the donation of organs for a transplant operation to save their lives. If you wish to become an organ donor, talk it over with your family members so they understand your wishes.

You can register online at https://www.ochsner.org/save9. For additional information organ donation, call the Louisiana Organ Procurement Agency at 1-800-521-4483 or visit https://www.lopa.org/organ-donation.

How can I donate to Ochsner?

Ochsner Health is a not-for-profit committed to giving back to the communities it serves. Some of the ways we give back include preventative screenings, health and wellness resources, and partnerships with organizations that share our vision. Learn more about how you can donate.

Learn more about donating to the Ochsner Lafayette General Foundation.

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