MyMercy FAQs

We offer real-time online support for forgotten a User ID on the login page:
 

• Forgot ID or Password > Forgot User ID
   

You will be asked for the name and e-mail address you used to establish your MyMercy account; if you are able to provide this, your User ID will be sent to your designated e-mail.

We offer real-time online support for a forgotten password on the login page:
 

• Forgot ID or Password > Forgot Password
   

You will be asked for your User ID and date of birth. MyMercy will walk you through the steps for resetting your password.

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 log in with that account. If your accounts are tied to care you’ve received in Arkansas, Oklahoma, Springfield or Joplin communities, please log in to the account you use most frequently. If you have trouble accessing your MyMercy account, please call 888-986-3729.

MyMercy provides you a summary of your health information based on your care team's entries in Mercy's electronic health record.

You can view your test results, see your appointments (both future and in the recent past), treatments you've received such as vaccinations, immunizations, any allergies you may have, and what medications your records show that you are taking (both those your care team has prescribed and any that you have reported to your care team). 

Yes. Put the power of MyMercy in the palm of your hand with a free app for your smartphone or tablet.

Visit the Apple App Store or Google Play.

Yes. You can message participating specialists you’ve seen, schedule an appointment, view upcoming and past appointments and request refills on prescribed medications from your specialists.

MyMercy provides an easy way to ask your care team basic, non-urgent questions using secure electronic messaging and to receive an answer without repeated calls.

Having a convenient summary of your health information, such as when you are due for preventive tests like a mammogram or prostate exam, can help you be a more active partner in maintaining and improving your health.

Your MyMercy information comes directly from your electronic health record at your care team's office.

Incorrect or updated information can be reported through MyMercy for your care team to review and add to your electronic health record.

Incorrect or updated information is also collected during eCheck-in prior to a visit with your care team. Confirming/updating information during this process will inform your care team of any changes necessary within your electronic health record.

You will need an internet-enabled device with a modern browser, such as Internet Explorer, Safari, Chrome or Firefox or a smartphone.

If your child is under 16 years of age, you will need to have a MyMercy account that you can log in to that will link to the child's account.

If you already have a MyMercy account, you can set up your child's account by calling your child’s Mercy Care Team and requesting access.

Yes. If your child has a Mercy provider, you can contact your child’s Mercy care team to request a MyMercy access code for yourself and your child.

Once you have access to your child's account, you can log in to your account, select 'Switch' where your name appears and select your dependent's name.

Your name will be replaced with your child’s name next to ‘Switch’ and you'll be navigating within your child's account.

Please contact your provider’s office.
 

Only your provider’s office will be able to set up the necessary access to see your child’s information on your MyMercy account.

No. Each person needs to have his or her own MyMercy account, just like each person has his or her own medical record. However, you can grant another person, such as a spouse or family member, the ability to access your account. This is called “Account Access.”
 

• Login > Menu > Account Access > Access To Your Medical Records > Instant Access

MyMercy will walk you through the steps for granting others access to your MyMercy account.

Your family members must grant you access to their MyMercy accounts if they choose.
 

• Login > Menu > Account Access > Access To Your Medical Records > Instant Access
   

Your family member can complete the form to grant access to their account.

We do not recommend asking questions about a family member from your MyMercy account because MyMercy saves messages to your personal health record. Therefore, any communication about another individual’s information would be recorded in your health record. If the information does not appear in the correct health record, it could potentially jeopardize medical care for both you and the family member you asked about.

• We believe you have the right to see your results as soon as they’re available. However, this means you may see results before your provider does. In some cases, results can be serious or hard to understand. If this concerns you, you may want to wait a few days to hear from your provider or, after waiting, message your provider.
• Results will often be paired with standard ranges and a link to learn more about the test performed including how it was performed and purpose of the test.
• Your provider or nurse is most able to help you to interpret your results.
• Your provider or nurse usually reviews your results soon after they’re available.

A result may be ‘in reference’ or ‘out of reference.’

The standard range for a result is just one of the many tools used to assist in the interpretation of a result. Your provider, based on your specific medical history and the clinical issues being addressed, best interprets a specific test result.

We believe you have the right to see your results as soon as they’re available. However, this means you may see results before your provider does. In some cases, results can be serious or hard to understand. If this concerns you, you may want to wait a few days to hear from your provider or, after waiting, message your provider.

A small number of results performed outside of Mercy will have to be scanned into the system. When this happens you’ll be notified that there is a new test result. However, you cannot see scanned images in MyMercy.

If you have questions about a specific test result, please contact your provider.

We believe you have the right to see your results as soon as they’re available. However, this means you may see results before your provider does. In some cases, results can be serious or hard to understand. If this concerns you, you may want to wait a few days to hear from your provider or, after waiting, message your provider.

Provider or nurse interpretations of your results are usually communicated to you via MyMercy, by phone, letter, or during an office visit.

Please notify your provider’s office. Your Mercy Clinic Care Team will have to update the information in your Epic chart to make sure it is current.

You can ask your care team to refill your prescription through MyMercy:
 

• Login > Menu > Medications > Request refill (below the medication(s) you need) > Next
• Complete the requested information and submit.

In the case of an emergency, do not use MyMercy to contact your care team. Please contact your care team directly by telephone or call 911.

You can send messages to your care team about non-urgent issues, such as information about your medications, test results or follow-up questions from a recent visit.

You can expect a response within two business days.

For most providers, including specialists, on your care team, you can schedule an appointment within MyMercy.

Login > Visits > Schedule an Appointment

 - or -

Login > Menu > Schedule an Appointment

You will be taken to a page that guides you through scheduling an appointment with your care team.

For some specialists, you’ll follow the same process to 'Request an Appointment.'

Yes. Appointments previously scheduled may be canceled up to 24 hours in advance online.

However, appointments that will occur in less than 24 hours can only be canceled by phone.

Previous appointments including phone calls, video visits, eVisits and refills will appear in your past appointments. You can view your After Visit Summary or notes your provider entered on your health record regarding your visit.

Login > Visits

- or -

Login > Menu > Visits

Scroll to find the past appointment

After Visit Summary will include a general summary of that appointment, including the reason for the visit, your vital signs at the time of the visit and any follow-up instructions. Notes include a general summary of the encounter.

Digital scheduling allows you to self-schedule certain follow-up tests or exams, as ordered by your Mercy provider.

This lets you choose the location, date and time that work best for you.

When your Mercy provider creates an order, a message is sent to you by email or within the MyMercy app. If you’re a family member or loved one with access to a patient’s health record, you’ll also receive alerts to help schedule the patient.

If you’re a MyMercy user, simply log in to your account. If you don’t have a MyMercy account, you’ll receive an email with a link to schedule. Select the exam > Complete the questions > Choose the preferred appointment location, date and time > Verify contact and insurance information.

Anyone with an email on file in the patient’s record or who has access to the patient’s MyMercy account will be notified that a test is ready to be scheduled. Patients under age 18 will not receive a notification.

Yes. You’ll need a valid email on file, as well as an accurate SSN and DOB, and we’ll email you a link to schedule. To set up a MyMercy account for future tests and appointments, register here.

If you receive a message to self-schedule and don’t respond, Mercy’s Call Center will reach out to schedule your appointment by the next business day to ensure we provide you with the care you need without delay.

Mercy has a waitlist feature called “FastPass.” It will automatically send you an email or text message if an earlier appointment becomes available. When you receive the message, you’ll need to log in to MyMercy to accept or decline the offer. This is on a first-come-first-served basis. If you would like to opt out of this feature, you can do so in your MyMercy app.

The balance that you see in your MyMercy account is up to date and in real-time.

Statements are only run every 28 days.

During our transition to a single record, patients in Arkansas, Oklahoma, Springfield, Joplin and surrounding communities with stored credit card information will need to re-enter 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 1, 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’re receiving two separate billing invoices, you’ll 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 1, please call Customer Service at 855-420-7900.
 

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

Note: If you’re receiving two separate billing invoices, you’ll 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 1, 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 1.

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.

Information including home address, email, phone numbers, preferred name, marriage status and religion can be managed within Personal Information.
 

• Login > Menu > Personal Information

Notifications can be managed within Communication Preferences:
 

• Login > Menu > Communication Preferences
   

From there you can choose which notifications you’d like to receive, how you’d like to receive them and frequency. Remember to expand each category for more control over each category.

Please contact your provider’s office. Only your provider’s office can update any clinical information that shows up on MyMercy.

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

• Login > Menu > Mobile App preferences
   

Select your preferences for your MyMercy app.