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MyScripps Frequently Asked Questions

Enrollment Questions
What is MyScripps?
Is there a fee to use MyScripps?
How do I sign up?
Who do I contact if I have further questions?
Your Medical Record
When can I see my test results in MyScripps?
Why are certain test results not shared electronically via MyScripps?
If some of my health information on MyScripps is not correct, what should I do?
If I send a message to my doctor, when can I expect a reply?
How do I review my previous patient portal information?
How do I see orders from my doctor?
MyScripps For My Family
Can I view a family member's health record in MyScripps?
Can I view my child's health record in MyScripps?
Can I ask questions regarding a family member from my MyScripps account?
Can my spouse and I share one MyScripps account?
After I Have Enrolled
I forgot my password. What should I do?
Can you send me a new activation code as I have lost it, let it expire or did not receive it?
Where can I update my demographics (e.g., home address, e-mail address, phone number)?
Billing
Can I pay my Scripps Clinic, Scripps Coastal Medical Center, Scripps Green, La Jolla or Encinitas Hospital Bills online?
Who do I call if I have a question about my Scripps Clinic, Coastal or Cardiovascular bill?
Who do I call if I have a question about my Scripps Hospital bill?
How do I turn off paperless billing?
I don't have the option to turn off paperless billing. Why?
Can I send a message to the billing department from my MyScripps account?
What is a Plan Premium?
What is a co-pay?
What is a Co-insurance?
What is a Deductible?
What does Out of pocket max mean?
What is an Adjustment?
Why did I get a bill after my annual wellness exam?
Why did I get more than one bill for the same stay or visit?
Why did I get billed again, after I paid at my appointment?
Why do I still owe money to Scripps when I'm covered by two health insurance plans?
Why did I get a bill from a doctor I did not see?
Why can't I find my bill in MyScripps?
If I received care that wasn't covered by my insurance, am I responsible for the bill?
When is my payment due?
Why do I have to show my health insurance card or personal ID card at every visit?
Can I receive one bill that combines the balances for my entire family?
Why do I receive multiple bills from Scripps each month?
Does Scripps offer online bill pay?
How do I get to the old billing system to pay an old bill?
How do I know if care at Scripps will be covered by my insurance?
How do I know if my insurance has authorized medical services at Scripps?
What is a single billing office (SBO)?
Technical Questions
How is MyScripps secure?
What is your privacy policy?
I was logged out of MyScripps, what happened?
What do I need to use MyScripps?
How do I download the MyScripps mobile app?

What is MyScripps?

MyScripps offers patients personalized and secure on-line access to portions of their medical records. It enables you to securely use the Internet to help manage and receive information about your health. With MyScripps, you can use the Internet to:

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Is there a fee to use MyScripps?

MyScripps is a free service offered to our patients.

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How do I sign up?

Patients who wish to participate will be able to enroll during their clinic visit or issued a MyScripps activation code at the end of their clinic visit. This code will enable you to log in and create your own username and password. If you were not issued an activation code, you may call the MyScripps Patient Support Line at 1-888-668-8338 to get one or ask to sign up during your next office visit.

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Who do I contact if I have further questions?

You can call our MyScripps Patient Support Line at 1-888-668-8338.

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When can I see my test results in MyScripps?

Your test results are released to your MyScripps account after your physician has reviewed them. This is generally within 4 days.

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Why are certain test results not shared electronically via MyScripps?

Your provider is able to determine which types of test results are able to be accessed through MyScripps. Further, tests of a very sensitive nature are not released to MyScripps.

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If some of my health information on MyScripps is not correct, what should I do?

Your MyScripps information comes directly from your electronic medical record at your doctor's office. Ask your doctor to correct any inaccurate information at your next clinic visit. Your health information is reviewed and updated in your electronic medical record each visit.

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If I send a message to my doctor or nurse, when can I expect a reply?

You will generally receive an answer within 1-3 business days. Please note that MyScripps should not be used for urgent situations. Please call your doctor's office if the situation requires immediate attention or dial 911 if it is an emergency.

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How do I review my previous patient portal information?

To review your previous patient portal records, please visit the Legacy Patient Portal. You have until August 1, 2017 to review this information.

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How do I see orders from my doctor?

To see a list of orders and or referrals your doctor has placed, you can go to the Visits tab and choose Upcoming Tests and Procedures.

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

Yes you can. Adult to Adult proxy access will require a Designation of Personal Representative form to be filled out in person. Please visit one of our medical facilities to request access to this convenient service.

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Can I view my child's health record in MyScripps?

Yes, a parent or legal guardian may have proxy access to their child's account up until their 12th birthday. Adult to child proxy access allows a parent (or guardian) to log into their personal MyScripps account, and then connect to information regarding their child. Adult to child proxy access will require onsite ID confirmation before proxy access can be granted.

Under federal and California law, when minors reach age 12, they have a legal right to health information privacy. At Scripps, we are complying with these health privacy laws by restricting online access to minors' (age 12-17) health care information. Our policy is intended to protect minors who may be receiving care that is within a protected category. Parents with minors may enroll their child and manage their account within the portal until the child's twelfth birthday. If you are a designated proxy for your child, the child's account will be unlinked and suspended when he or she reaches age 12. The patient may re-enroll in MyScripps on or after their eighteenth birthday. If you have a specific situation you would like to discuss (for example a minor 12-17 with diminished capacity), please call us at 1-800-SCRIPPS, and a Scripps team member will call you back.

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Can I ask questions regarding a family member from my MyScripps account?

MyScripps offers direct access to your personal health record and communicating about another individual's information would be placed in your health record. This information would not appear in the correct health record and could potentially jeopardize medical care.

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Can my spouse and I share one MyScripps account?

No, due to the sensitive nature of medical information, each adult must establish their own MyScripps account.

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I forgot my password. What should I do?

You may contact our MyScripps Patient Support Line at 1-888-668-8338 to request a new, secure password. You may also click the "Forgot password" link on the sign-in page to reset your password online.

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Can you send me a new activation code as I have lost it, let it expire or did not receive it?

You can request a new activation code at your next appointment, or you can use the Self Sign Up option on the MyScripps homepage. If you continue to have difficulties, please call us at 1-888-668-8338 for further assistance.

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Where can I update my demographics (e.g., home address, e-mail address, phone number)?

You can change some of your demographic information from within your patient portal account, and it will update the information we have on file for you.

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Can I pay my Scripps Clinic, Scripps Coastal Medical Center or Scripps Green, La Jolla or Encinitas Hospital Bills bills online?

If you need to pay bills for Scripps Clinic, Scripps Coastal Medical Center, Scripps Green, La Jolla or Encinitas Hospital please login to your MyScripps account and go to the Billing tab.

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Who do I call if I have a question about my Scripps Clinic, Coastal or Cardiovascular bill?

Please call 1-877-SCRIPPS (727-4777) for assistance.

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Who do I call if I have a question about my Scripps Hospital bill?

Please call 1-877-SCRIPPS (727-4777) for hospital bill assistance.

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How do I turn off paperless billing?

In an effort to go Green, you will receive bills via email rather than through the postal service. It's a more efficient, environmentally friendly way to keep your billing information organized and up to date. To unenroll in paperless billing, and to start receiving paper statements, please follow the instructions below:

Even when you opt out of paperless billing, you will still receive all of the electronic options available with the portal. You will receive a paper statement, but you are still going to receive the e-mail notifications associated with billing and be able to pay online via MyScripps like you did before you opted out.

If you do not want to continue to receive these billing notifications, you will have to uncheck them under the Notification settings within your account.

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I don't have the option to turn off paperless billing. Why?

If you do not see the link to opt out of paperless billing from the Billing Account Summary page in MyScripps, it is because you do not have a bill on file at this time. Once you have a bill that posts to your account, the link will display, and you will be able to opt out. Please see the "How do I turn off paperless billing?" question in the FAQ's for the steps on how to opt out of paperless billing once a bill posts to your account.

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Can I send a message to the billing department from my MyScripps account?

To send a message to the billing department, please follow the steps below:

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What is a Plan Premium?

The amount you pay for your health insurance every month. In addition to your premium, you usually have to pay other costs for your health care, including a deductible, copayments, and coinsurance.

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What is a co-pay?

Co-pay-A payment made by a beneficiary (especially for health services) in addition to that made by an insurer.

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What is a Co-insurance?

A type of insurance in which the insured pays a share of the payment made against a claim.

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What is a Deductible?

(in an insurance policy) a specified amount of money that the insured must pay before an insurance company will pay a claim.

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What does Out of pocket max mean?

The most you have to pay for covered services in a plan year. After you spend this amount on deductibles, copayments, and coinsurance, your health plan pays 100% of the costs of covered benefits.

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What is an Adjustment?

An adjustment is a part of a patient's bill that a doctor or hospital must write-off (not charge for) because of billing agreements with the insurance company. Adjustments, or write-off's, are the dollars that are adjusted off a patient account for any reason.

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Why did I get a bill after my annual wellness exam?

During a standard wellness exam, also known as an annual physical, you and your doctor:

Most insurance companies fully cover this type of preventive care visit.

But if your doctor spends part of your wellness visit diagnosing new illnesses or injuries, you may need to pay an additional co-pay or co-insurance. That's because your insurance company may not cover extra "sick care" services provided during a traditional wellness visit.

If you're not feeling well before your annual physical, or you think you may need care for a new medical problem, please schedule an appointment with your doctor separate from your wellness exam.

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Why did I get more than one bill for the same stay or visit?

After you receive care at a Scripps facility, you'll usually receive one bill that lists all hospital and professional charges on a single statement.

But in certain circumstances, you may still receive separate bills for medical services provided by third parties. That's because Scripps contracts with some outside providers who manage their own billing. This may include charges for:

If you have questions about any bills sent to you by these outside providers, please call them directly using the phone number printed on their billing statement.

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Why did I get billed again, after I paid at my appointment?

There are several reasons you may receive a bill after your appointment, even if you paid some charges up front. Here are common reasons for an additional bill:

Make sure you ask for receipts showing all payments you've made and keep those receipts in a safe place. That way, if you are billed in error, you have proof of payment. Learn tips to organize your medical bills.

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Why do I still owe money to Scripps when I'm covered by two health insurance plans?

Under most health insurance plans, you must meet the deductible for your primary health plan before your secondary health plan will start paying for services. Visit our glossary of billing terms to learn more about deductibles.

If you still think you were billed in error, please contact your health plan directly. They can confirm whether both health plans have been billed and whether you've met your annual deductible.

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Why did I get a bill from a doctor I did not see?

Scripps contracts with some outside, third-party physicians who provide services for our patients but manage their own billing. This may include charges for:

For example, if you needed specialty lab tests or received anesthesia during a medical procedure, you may receive a separate bill from those providers.

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Why can't I find my bill in MyScripps?

If you can't find your bill in MyScripps, it could be because your bill is from our old billing system or from a third-party provider. Please use our legacy payment system to pay bill for care at:

When you use either the new or old billing system, you will not see bills for some medical services provided by third parties. This may include charges for:

Any bills sent to you directly by a third-party provider should be paid promptly, or you will continue to receive monthly bills for the outstanding balance.

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If I received care that wasn't covered by my insurance, am I responsible for the bill?

Yes. If you received medical care at Scripps, you must pay for any services not covered by your insurance company.

If you've received a bill that you cannot afford to pay in full, please call our billing office at 877-727-4777. We can help you set up a payment plan or explore other types of financial assistance.

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When is my payment due?

Some payments (including co-pays) are due up front. Please be prepared to pay the co-pay for your primary care, specialist, urgent care or emergency room visit at the time of service.

Once you receive a bill for any remaining charges due, please pay it within 30 days.

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Why do I have to show my health insurance card or personal ID card at every visit?

Scripps works hard to make sure patients are billed accurately. When you check in for an appointment, your insurance card and other forms of ID help us make sure you are who you say you are. We also need to ensure your personal information is up to date, so we can bill the right insurance company and send any remaining billing statements to the right address.

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Can I receive one bill that combines the balances for my entire family?

Unfortunately, no. Each family member is considered an individual patient, and their insurance coverage and account balances are processed separately from other family members.

If you have children who are covered under your insurance plan, their bills are sent to the parent or guardian who is designated as the guarantor (financially responsible party).

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Why do I receive multiple bills from Scripps each month?

If you and your covered spouse or dependents all receive care at Scripps, you will receive a bill for each individual family member. If you don't pay each bill in full within 30 days, you will receive another bill the following month for the remaining balance due.

Under certain circumstances, you or your family members may also receive separate bills for medical services provided by third parties. That's because Scripps contracts with some outside providers who manage their own billing. This may include charges for:

Any bills sent to you directly by a third-party provider must also be paid promptly, or you will continue to receive monthly bills for the outstanding balance.

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Does Scripps offer online bill pay?

Yes. You can quickly and easily pay your bill online by logging into your secure MyScripps account.

Don't have a MyScripps account yet? Sign up for free today.

If you can't find your bill in MyScripps, it could be because your bill is from our legacy payment system.

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How do I get to the old billing system to pay an old bill?

If you received a bill for a Scripps doctor's appointment or hospital stay before our new billing system went online, please use our legacy payment system to pay that bill. Please use our legacy payment system to pay bill for care at:

When you use either the new or old billing system, you will not see bills for some medical services provided by third parties. This may include charges for:

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How do I know if care at Scripps will be covered by my insurance?

It's important to understand what services your insurance plan covers - before you receive care. Prior to an upcoming doctor's appointment, test, medical procedure or hospital stay, contact your insurance company to confirm whether your care will be covered and to find out how much you'll need to pay out-of-pocket.

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How do I know if my insurance has authorized medical services at Scripps?

Before you receive certain types of medical care, your insurance company may require your doctor to submit a request or referral for those services.

Once your insurance company reviews the request - process that can take up to 10 business days - they will let Scripps know whether the request was approved or denied. Scripps will then let you know about your insurance company's decision.

Keep in mind, approval for a service does not necessarily mean the service will be paid for by your insurance company. You may be responsible for co-pays, co-insurance or other charges. Please refer to your benefit materials. You can also contact your physician's office for additional information.

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What is a single billing office (SBO)?

Aligning with our mission to keep the patient at the center of all we do, Scripps launched a new single billing statement and office on May 1, 2019. The new single billing office at Scripps will:

Under certain circumstances, you or your family members may receive separate bills for medical services provided by third parties. That's because Scripps contracts with some outside providers who manage their own billing. This may include charges for:

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What is your Privacy Policy?

MyScripps is owned and operated by Scripps Health and is fully compliant with federal and state laws pertaining to your privacy. Your name and e-mail address will be treated with the same care and privacy given your health records and will never be sold or leased by Scripps Health.

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I was logged out of MyScripps, what happened?

We aim to protect your privacy and security of your information. While logged into MyScripps, if your keyboard remains idle for 10 minutes or more, you will be automatically logged out of MyScripps. We recommend that you log out of your MyScripps session if you need to leave your computer for even a short period of time.

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What do I need to use MyScripps?

You need access to a computer connected to the Internet and an up-to-date browser (such as Internet Explorer).

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How do I download the MyScripps mobile app?

To download the MyScripps mobile app, please follow the steps below:

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