Patient Portal: Transition Access for Adult Patients

Submit Transition Access Case

The practice can submit a case to Customer Care to change the original account credentials to the patient's email.

The transition process will be completed within 7-10 business days. Once the email address is changed, the original credentials will no longer have access to the Patient Portal.

1. Hover over the User icon and click on Customer Care. The New Case page opens.
   Note: To learn more ways to submit a case, review Customer Care Center.
2. Enter the New Case information.
   • User Email Address and Contact Phone: Automatically populates with the user's email address and phone number from their user account. If necessary, edit the primary contact information for this case.
   • Category: Select Product Support from the drop-down menu.
   • Issue: Select Clinical Support from the drop-down menu.
   • Issue Detail: Select Patient Profiles from the drop-down menu.
   • Subject: Enter Change Portal Access for Patient Who Turned 18 as the subject of the case.
   • Description: To prevent delay, include all of the following details.
     • Patient full name
     • Patient date of birth
     • Practice name and location
     • Current email address login (i.e., the parent or guardian's email address)
     • New email address for login (i.e., the patient's email address)
     • Reason for request: “Patient turned 18 and needs access to their own portal account”
3. Preferred Contact Method: By default, Email is selected. If applicable, select a different option.
4. Click Create Case when finished. A confirmation message displays and the case is sent to the Customer Care team. The progress of the case can be tracked under the Case List tab.

Patient Experience: Access Account

Once the email address is changed, the patient can reset the password to access their Patient Portal account. Patients can also review who has authorized access to their account and revoke guests as applicable.

Set New Password 

1. Once the email is received, the patient copies the temporary password.
2. Patient taps Create New Password Now. The Patient Portal screen opens. 
3. Patient enters their Email and pastes the temporary Password.
4. Patient taps Sign in. The Dashboard opens.
5. Patient taps on their name and taps My Account. The Account Settings screen opens.
6. Patient taps Edit on the Email and Password section.
7. Patient paste the temporary Current Password.
8. Patient enters the New Password and re-enter to Confirm Password.
9. Patient taps Update Password. The new password is saved and the patient now logs in with their email address and password.

Review Authorized Guests

1. The patient opens portal.kareo.com in a web browser. The Patient Portal page opens.
2. Patient clicks on their name and clicks My Account. The Account Settings page opens.
3. Review the Authorized Guests section. 
   • To remove an authorized guest, click Revoke. The Revoke Access pop-up window opens. Then, click Revoke Access to confirm.
   • To allow authorized users to view the patient's health information, send messages, and make payments, click Invite Guests.