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
When can I see my test results in MyHSS?
Why are certain test results not shared electronically via MyHSS?
Can I view my Radiology/Imaging results in MyHSS?
If some of my health information on MyHSS is not correct, what should I do?
If I send a message to my doctor, 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 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 and current health issues
  • 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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When can I see my test results in MyHSS?

Results for most laboratory tests will be available in your MyHSS account three business days after the results are finalized. Test results can be accessed via the ‘View your results’ link located under ‘Quick Links’ in the right-hand column on the homepage. If you do not see an expected test result, please contact your physician’s office to request that these results be released to your MyHSS account.

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Why are certain test results not shared electronically via MyHSS?

Certain laboratory tests of a sensitive nature are not automatically released to MyHSS, and are released at your provider’s discretion. If you do not see an expected test result, please contact your physician’s office to request that these results be released to your MyHSS account.

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Can I view my radiology images in MyHSS?

Radiology images are not transmitted through MyHSS at this time. If you wish to obtain copies of the images, please contact the Radiology File Room at 212-606-1135.

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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.

To correct this information, you must complete this form: Request to Amend PHI.

Please fax the completed form to (212) 606-1859, or mail the completed form to the following address:

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 personal representative (for example, 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 MyHSS account?

MyHSS 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 MyHSS account?

No, due to the sensitive nature of medical information, each adult must sign and submit a Release of Information request and establish their own MyHSS account.

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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 3rd party verification system. Because we cannot verify your identity over the phone, activation codes cannot be provided over the phone by HSS staff or MyHSS Help Desk 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)?

Log into MyHSS and from the left menu, go to to the ‘Health’ section and select the ‘Demographics’ option to update your personal information such as home address.

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Where can I change my password in MyHSS?

Log in to MyHSS and from the toolbar, go to the ‘Settings’ section and select the ‘Security Settings’ option to change your password.

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

Log in to MyHSS and from the toolbar, go to the ‘Settings’ section and select the ‘Notifications’ option. You can 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, click on Hospital for Special Surgery 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
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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 he/she has 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 his/her office staff 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 which 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. Log in to MyHSS and from the toolbar, go to the ‘Billing’ section 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 his/her 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 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 MyHSS 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 Internet Explorer).

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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 Internet Explorer. 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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