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MyHSS Frequently Asked Questions

Enrollment Questions
What is MyHSS?
Is there a fee to use MyHSS?
How do I sign up?
Who do I contact if I have further questions?
Your Medical Record
How can I access my medical records via MyHSS?
What is the 21st Century Cures Act?
How will I receive my test results and clinical notes?
Are there any test results or notes that will not be shared with me
I don’t understand my test results. What should I do?
If some of my health information on MyHSS is not correct, what should I do?
If I send a message to my doctor or nurse, when can I expect a reply?
MyHSS For My Family
Can I view a family member's health record in MyHSS?
Can I ask questions regarding a family member from my personal MyHSS account?
Can my spouse and I share one MyHSS 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 personal information (e.g., home address, e-mail or change my password)?
Where can I change my password in MyHSS?
How do I update how I would like to receive MyHSS notifications?
Mobile Access
Is MyHSS available on my mobile device?
Is the mobile app secure?
What MyHSS features are available through the mobile app?
Online Billing Questions
Can I use MyHSS to pay my hospital bills?
Can I use MyHSS to pay my physician office bills?
Will my payment information be safe and secure?
Do I have to pay online?
Can I sign up for paperless billing through MyHSS?
Technical Questions
How is MyHSS secure?
What is your privacy policy?
I was logged out of MyHSS. What happened?
What do I need to use MyHSS?
My activation code does not work, what should I do?
Which browsers can I use to view MyHSS?
Which operating systems can I use to view MyHSS?

What is MyHSS?

MyHSS is a secure, online portal that makes it easy for you to stay connected to your HSS healthcare information anytime, anywhere using a smartphone, personal computer or tablet. With MyHSS, you are able to:
  • Complete your Visit Pre-Check: Submit pre-visit questionnaires, select your preferred pharmacy and more
  • Manage your appointments: Request an appointment or view details of your past and upcoming appointments
  • Request prescription refills
  • Access your test results
  • View your health summary: Review medications, allergies, current health issues and more
  • Communicate with your healthcare team
  • View educational materials
  • View statements and pay HSS bills (Hospital bills and bills for select providers)
  • Request a copy of your medical record
  • Complete clinical questionnaires on your health progress
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Is there a fee to use MyHSS?

MyHSS is a free service offered to our patients.

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How do I sign up?

Patients who wish to participate can create a MyHSS account in several ways.

  • Prior to Visit: If you are a new patient over the age of 18, you can activate an account prior to your visit by going to https://myhss.hss.edu/MyHSS/signup and verifying your identity. We have partnered with Experian Precise ID® to provide electronic identity verification. If your identity cannot be verified electronically, you will need to confirm your identity in person at your next visit to receive an activation code.
  • After Visit: Patients will be issued a personalized MyHSS activation code that is printed on the After Visit Summary (AVS) during an office visit or on the Discharge Summary with an inpatient stay. This code will enable patients to securely log in and create their own MyHSS username and password. The activation code will expire 60 days after it was issued. If your activation code has expired, you can still activate an account by going to https://myhss.hss.edu/MyHSS/signup and verifying your identity. You may also 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 MyHSS Help Desk at 844-269-4509.

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How can I access my medical records via MyHSS?

Per the 21st Century Cures Act, as of March 18, 2021, you will have immediate access to almost all test results and clinical notes via our patient portal, MyHSS. These include laboratory, pathology and radiology reports, as well as progress, operative and procedure notes. You can also view, download and share radiology images by clicking on the hyperlink that appears at the bottom of the report.

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What is the 21st Century Cures Act?

The 21st Century Cures Act requires the electronic release of certain health information as soon as is reasonably possible with limited exceptions. This law is designed to give patients and their healthcare providers secure, easy access to health information. When you have access to more information about your care, you will have a better understanding of your care and treatment, become a more involved partner with your healthcare team and be better prepared for future visits.

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How will I receive my test results and clinical notes?

Test results and clinical notes will be automatically released and visible in your MyHSS portal as soon as they are available. Simply log in to view.

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Are there any test results or notes that will not be shared with me?

Certain types of sensitive test results and psychotherapy notes will not be shared via MyHSS. In addition, in special cases test results and notes may be withheld from MyHSS. For example, health information may not be shared while you are participating in a research study.

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I don’t understand my test results. What should I do?

You might see your test results before your provider discusses them with you. Some results may be reported as “abnormal” but have little significance to your health. And, of course, occasionally some results will be important. Other reports will have values and descriptions that may be difficult for you to interpret. If you do not hear from your provider within a few days’ time, or if you have questions, please be sure to reach out directly to the office during business hours.

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

Your MyHSS information comes directly from your electronic medical record at HSS. Your provider’s office can correct this information at your next appointment. Alternatively, you can complete this form: Request to Amend PHI and fax to 212.606.1859 or mail to:

Hospital For Special Surgery
535 East 70th Street, New York 10021
Attn: HIM Department

Your request will be reviewed and you will receive a response from the HIM Department. If you have any questions, please contact the HIM Department at (212) 606-1254.

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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 MyHSS 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.

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

Yes, you can. This is called Proxy access and allows a parent or personal representative (for example, a legal guardian) of a patient to log into their personal MyHSS account, and then connect to information regarding their family member. Please discuss this with your provider during your next office visit for further information.

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

Your personal MyHSS account should only be used to ask questions about your own care. If you have a level of proxy access that allows for clinical messaging, you can do so on behalf of that individual.

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Can my spouse and I share one MyHSS account?

No, each individual patient who qualifies should have their own personal MyHSS account. See above for information related to proxy accounts.

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I forgot my password. What should I do?

You may contact our MyHSS Help Desk at 844-269-4509 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 still activate MyHSS without a code. Please click here to activate using a third party verification system. Because we cannot verify your identity over the phone, activation codes cannot be provided via phone by HSS staff. This process is in place to protect your private information.

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Where can I update my personal information (e.g., home address, e-mail)?

Once logged into MyHSS, access the Personal Information section via the main menu to update your personal information such as home address.

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Where can I change my password in MyHSS?

Once logged into MyHSS, access the Security Settings section via the main menu to change your password.

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How do I update how I would like to receive MyHSS notifications?

Once logged into MyHSS, access the Communication Preferences section via the main menu to choose how you would like to receive MyHSS notifications. You can also manage your settings for push notifications on your mobile device.

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Is MyHSS available on my mobile device?

Yes. The MyHSS mobile application is currently available for your Apple© or Android™ device. You must have an existing MyHSS username and password to use the application. Download the MyChart app in the App Store or on Google Play. Then, search for HSS as your healthcare provider and log in with your MyHSS username and password. If you need assistance downloading the app, please contact the MyHSS Help Desk at 844-269-4509.

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Is the mobile app secure?

Yes. To ensure that your health information is kept private and secure, no sensitive data is stored on your phone’s memory. To access MyHSS, you must log in each time with your username and password – just as you would from a computer.

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What MyHSS features are available through the mobile app?

The MyHSS app allows patients to:

  • Send secure messages to their healthcare team
  • Check most test results
  • View appointments
  • Access a health summary, including medications and allergies
  • Complete presurgical education tasks
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Can I use MyHSS to pay my hospital bills?

Yes. You can use MyHSS to view billing information and make payments for your hospital bills. Hospital co-payments and pre-payments can also be paid using MyHSS.

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Can I use MyHSS to pay my physician office bills?

It depends on which provider you’ve seen and whether they have the bill pay option available in MyHSS.

  • If you’ve seen a provider who has the bill pay option available in MyHSS, you can use MyHSS to view billing information and make payments to your provider.
  • If you’ve seen a provider who does not have the bill pay option available in MyHSS, you can make payments to your provider by statements through the mail or over the phone.

If you are not sure if your provider has the bill pay option available in MyHSS, please contact their office for confirmation.

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Will my payment information be safe and secure?

Yes. All payments are processed by a secure third-party company that protects your information through encryption and tokenization. Tokenization is the process of securely replacing your credit card number with an electronic "token" when you sign on.

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Do I have to pay online?

No. If you do not wish to pay online, you can continue making payments by statements through the mail or over the phone.

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Can I sign up for paperless billing through MyHSS?

Yes. Once logged into MyHSS, access the Billing Summary section from the main menu and select the ‘Sign up for paperless billing’ option to update your preference for receiving statements.

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How is MyHSS secure?

We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure activation codes, personal usernames, and passwords. Each person controls their password, and the account cannot be accessed without that password. Unlike conventional e-mail, all MyHSS messaging is done while you are securely logged on to our website.

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What is your Privacy Policy?

MyHSS is owned and operated by HSS 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 to your health records and will never be sold or leased by HSS.

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I was logged out of MyHSS. What happened?

We aim to protect your privacy and security of your information. While logged into MyHSS, if your keyboard remains idle for 15 minutes or more, you will be automatically logged out of MyHSS. We recommend that you log out of your session if you need to leave your computer for even a short period of time.

What do I need to use MyHSS?

You need access to a computer connected to the Internet and an up-to-date browser (such as Google Chrome). You can also access MyHSS from your smartphone or tablet.

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My activation code does not work, what should I do?

For your security, your activation code expires after 60 days and is no longer valid after the first time you use it. You can still activate MyHSS without a code. Please click here to activate using a third-party verification system. If you still have problems, you can call our MyHSS Help Desk at 844-269-4509.

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Which browsers can I use to view MyHSS?

MyHSS is accessible from most modern browsers such as Chrome, Safari, and Microsoft Edge. MyHSS will not work on older versions of Internet Explorer, specifically IE10.

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Which operating systems can I use to view MyHSS?

An operating system is the software that supports a computer's basic functions. You can access MyHSS using current versions of Windows or Mac operating systems. Unfortunately, you will not be able to access MyHSS if you are using an older version of Windows, specifically Windows XP or Windows Vista.

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