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Frequently Asked Questions for IPA Members

What are the minimum browser requirements for MyKelseyCare Advantage?

Microsoft Windows
Windows 7, Windows 8.1, 10 and Windows 11 either have or can be updated to a Microsoft browser that supports TLS 1.1 and TLS 1.2. These versions also support recent releases of Chrome and Firefox. We expect no particular browser compatibility challenges for users of these versions of Windows. Windows 8 users ideally should update to Windows 8.1. Windows 8 users who for whatever reason cannot or choose not to update to Windows 8.1 can use a recent release of Chrome or Firefox.

Windows XP and Windows Vista cannot be updated to a version of Internet Explorer that supports TLS 1.1. The best option for continued browser security on these operating systems is to obtain the last compatible release of Firefox or Chrome.

OS X / macOS
OS X / macOS 10.9 and subsequent versions either have or can be updated to a version of Safari that supports TLS 1.1 and TLS 1.2. These versions also support recent releases of Chrome and Firefox. We expect no particular browser compatibility challenges for users of these versions of OS X / macOS.

OS X versions 10.6 through 10.8 cannot be updated to a version of Safari that supports TLS 1.1. The best option for continued browser security on these operating systems is to obtain the last compatible release of Firefox or Chrome.

OS X versions 10.4 and 10.5 are not supported by any major TLS 1.1 capable browser.

Who do I contact if I am having problems with the MyKelseyCare Advantage website?

Please call the MyKelseyCare Advantage Help Line at 713-442-5740. This service is available Sunday-Saturday, 7 a.m. - 9 p.m.

Is there an iOS or Android app?

You can search for the MyChart app, once you have downloaded the app, you’ll be promoted to search for your health plan provider. Scroll down to KelseyCare Advantage. When you click on the KelseyCare Advantage, you’ll automatically go to the log-in page. Your user ID and password will be the same as it is for the website.

How do I sign up for MyKelseyCare Advantage?

Go to MyKelseyCareAdvantage.com and select “Sign up here for MyKelseyCare Advantage” to obtain your access code.

  1. In the first step, you will provide certain personal information, including your Social Security Number.
  2. The next step requires you to answer four security questions to confirm your identity.
  3. Having successfully completed those steps, you will receive your access code. To activate your account, you will be required to enter your access code, the last four digits of your Social Security Number, your date of birth and a zip code.
  4. Finally, you will create a unique user ID and password that you will use to login to your MyKelseyCare Advantage account.

Is there a fee associated with using MyKelseyCare Advantage?

MyKelseyCare Advantage is a free service offered to our members.

What is MyKelseyCare Advantage?

MyKelseyCare Advantage offers patients personalized and secure online access to portions of their health plan records. It enables them to securely use the Internet to help manage and receive information about their health. With MyKelseyCare Advantage, a patient can use the Internet to:

  • Review referral and authorization letters
  • Review claims information and Explanation of Benefits (EOBs)
  • Link to member plan documents

Who can sign up?

Any KelseyCare Advantage member can sign up for a free MyKelseyCare Advantage account. Proxy (authorization for one person to act on behalf of another) accounts are also available for the parents or guardians of children and other adults.

Questions about Access Codes and User IDs

I forgot my MyKelseyCare Advantage ID. How do I get a new one?
At the sign-in screen for MyKelseyCare Advantage, click "Forgot MyKelseyCare Advantage ID?" You will be asked for your First Name, Last Name, Date of Birth, Social Security number and Zip Code. A message with your MyKelseyCare Advantage ID will be sent to your personal e-mail address on file. You may also call the MyKelseyCare Advantage Help Line at 713-442-6565. This service is available Sunday-Saturday, 7 a.m. - 9 p.m.

I forgot my password. How do I get a new one?
At the sign-in screen for MyKelseyCare Advantage, click "Forgot Password?" You will be asked for your MyKelseyCare Advantage ID, Last four digits of your Social Security Number, and date of birth. Then you must answer a password reset question. Once you answer the question, it will take you to a screen where you will type in your new password twice. You may also call the MyKelseyCare Advantage Help Line at 713-442-6565. This service is available Sunday-Saturday, 7 a.m. - 9 p.m.

Is my access code my user ID?
No, your access code is not your MyKelseyCare Advantage ID or password. You will use this code only once to log into MyKelseyCare Advantage for the first time. (The code will expire after you have used it or after 30 days). When you log into MyKelseyCare Advantage the first time, you will then be asked to create your own unique MyKelseyCare Advantage ID and password.

My access code does not work what should I do?
For your security, your access code expires after 30 days and is no longer valid after the first time you use it. You may also call the MyKelseyCare Advantage Help Line at 713-442-6565. This service is available Sunday-Saturday, 7 a.m. - 9 p.m.

Where can I update my personal information (i.e., home address, e-mail or change my password)?
Log into www.MyKelseyCare Advantage.com and access the dropdown menu under the More tab. Click on the appropriate links under Personal Information.

Questions about MyKelseyCare Advantage for My Family

Can a non-Member serve as a proxy?
Yes, members can designate another individual who can serve as a proxy.

Can I ask questions regarding a family member from my MyKelseyCare Advantage account?
No, MyKelseyCare Advantage offers direct access to your personal health record and physicians. 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.

Can I view a family member's health record in MyKelseyCare Advantage?
Yes you can. This is done through a proxy (authorization for one person to act on behalf of another) access. A proxy (parent/guardian or family member) can log into their personal MyKelseyCare Advantage account and then connect to information regarding their family member. Make sure that you have been linked to your child's account or you have requested proxy access to an adult account.

Can my spouse and I share one MyKelseyCare Advantage account?
No, due to the sensitive nature of medical information, each adult must establish their own MyKelseyCare Advantage account and then grant their spouse access to their personal account.

Log in to your MyKelseyCare Advantage account, go to My Family Records, select the Grant Adult Proxy Access link, and complete the required steps.

Questions about Security and Privacy

How secure is MyKelseyCare Advantage?
All communications between you and your health care provider using MyKelseyCare Advantage are carried over a secure, encrypted connection. Encryption means the information is encoded in such a way that no one can read it during transmission. This secure connection utilizes industry standard Secure Sockets Layer (SSL) 4096-bit encryption. Your health records are stored behind a firewall to prohibit unauthorized access. In addition, MyKelseyCare Advantage access requires a unique ID and password that you create yourself.

I was logged out of MyKelseyCare Advantage, what happened?
We aim to protect your privacy and security of your information. While logged into MyKelseyCare Advantage, if your keyboard remains idle for 20 minutes or more, you will be automatically logged out of MyKelseyCare Advantage. We recommend that you log out of your MyKelseyCare Advantage session if you need to leave your computer for even a short period of time.

What is your Privacy Policy?
MyKelseyCare Advantage is owned and operated by Kelsey-Seybold Clinic and is fully compliant with federal and state laws pertaining to your privacy. Your name and e-mail address will be kept private and confidential and will never be sold or released by MyKelseyCare Advantage.

Questions about Signing Up for MyKelseyCare Advantage

Can you provide me with an access code and I will create a password?
No, our system is automated to protect your privacy. To enroll in MyKelseyCare Advantage, you need to go to www.MyKelseyCare Advantage.com and complete the online enrollment process. This will confirm your identity as well as, your status as a KelseyCare Advantage member. You will then be given an access code that will enable you to activate your account and establish your unique user ID and password. The access code will expire after you use it or after 30 days.
Another option is to create an account in the exam room at your next doctor's visit. You will receive an access code that will enable you to activate your account and establish your unique user ID and password. The access code will expire after 30 days.

I do not want to enter my SSN or other personal information online. Can I fill out a form or give you the information over the phone?
You can only enroll online using the secure, encrypted connection process. When you enter your SSN and other personal information, it is encrypted, which means that no one can read it during transmission. Another option is to create an account in the exam room. The system will generate the access code automatically. This will enable you to activate your account and establish a unique user ID and password in the exam room.

What if the information I provide doesn't match the information in MyKelseyCare Advantage?(phone numbers, Social Security Number, etc.)
For assistance signing up for MyKelseyCare Advantage, or for help with setting up or using your account, please call the MyKelseyCare Advantage Help Line at 713-442-6565. This service is available Sunday-Saturday, 7 a.m. - 9 p.m.

What questions are required to be answered during the enrollment process? Where do those questions come from?
As part of the rigorous identity verification process used for MyKelseyCare Advantage, patients are required to answer four security questions during enrollment. Questions are provided by a secure 3rd-party service by the name of RSA (rsa.com), which has direct access to various public information sources (i.e. appraisal districts, bureaus of vital statistics, county records, etc.). The content of these questions is publicly available and can be retrieved legally by any individual who requests it. Much of it can be accessed directly from specific organizations' websites. The subject matter of the questions presented typically regards property ownership and familial relationships. These are "top of mind" questions, meaning that a person whose identity is being validated will be able to correctly answer them from his/her own memory. An "impostor" would not have necessary information readily available to submit accurate responses. Further, the questions are timed which precludes that "impostor" from researching the answers as well. The presentation of questions and your responses to them are all secured with 4096-bit encryption to ensure that no one can access them during transmission.

Who can I contact for help if I'm having trouble signing up or accidentally entered my information incorrectly?
For assistance signing up for MyKelseyCare Advantage, or for help with setting up or using your account, please call the MyKelseyCare Advantage Help Line at 713-442-6565. This service is available Sunday-Saturday, 7 a.m. - 9 p.m.

Why am I required to provide my Social Security Number and other personal information to sign up for MyKelseyCare Advantage?
At KelseyCare Advantage, maintaining the privacy of a patient's personal health information is a top priority. Accordingly, we utilize a stringent identity verification process before allowing access to any patient's record. By requiring multiple pieces of personal information (including SSN), we can confirm with greater accuracy that the enrollee is, in fact, the patient he/she claims to be.

We will only allow access to a MyKelseyCare Advantage patient record if we have verified that the enrollee's identity matches that patient. Further, please know that all information you provide is secured with 4096-bit encryption technology as it transmits from your computer to our MyKelseyCare Advantage server.

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