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FAQ: HeathELife

How do I sign up for HealthELife?

You can self enroll. Enter the email address we have on file for you — most likely your mit.edu address. Once you’ve filled out and submitted the enrollment form, HealthELife will send you a six-digit verification code by email. If that fails, reach out to the technical support team anytime at 877-621–8014.

Patients can also sign up in person. Just ask any member of our front desk staff to sign you up. They can send invitations to eligible patients. The staff member will ask you a few identifying questions, and then send you an email with instructions for activating your account. 

During the self-enrollment process, how do I verify my account?

Select “Email address,” and type in the email address at which you receive communications from MIT Medical. Once you’ve filled out and submitted the enrollment form, HealthELife will send you a six-digit verification code by email.

What can I do with HealthELife?

You can use HealthELife to:
  • Send secure messages to your providers, including attached images and files
  • Request prescription refills
  • Request or cancel appointments
  • View lab results
  • Look up your vital signs, medications, immunization history, and more
  • Receive reminders for upcoming visits
  • Graph my past medical results 

What if I have a problem activating my account or logging in or have other questions?

Technical support is available 24/7. Call the HealthELife team at 877-621–8014.  

How do I use HealthELife to request an appointment?

When you log into the HealthELife portal, click on the “Schedule an Appointment” tab on the top of the landing page. Type in the name of the provider you want to see, select your preferred appointment times, explain the reason for the appointment, and fill out your contact information (phone or email).

Why can’t I use HealthELife to make appointments with my mental health provider?

Student Mental Health and Counseling Services is not currently participating in HealthELife. Students should call the service directly at 617-253-2916 to schedule an appointment.

How do I use HealthELife to request a prescription refill?

When you log into the HealthELife portal, click on the “Prescriptions” tab at the top of the landing page. This will take you to a page where you can see your active prescriptions and request refills. If you want to pick up your prescription at Lincoln Laboratory, note that in the “additional comments” field at the bottom of the page. Medications that were not prescribed by current MIT Medical providers cannot be renewed through HealthELife, even if they appear on your list of active prescriptions. You will need to contact that pharmacy directly to request a refill. 

Most prescriptions, if refillable, will be ready for pick-up the next business day. If the prescription requires a renewal authorization from your provider, the pharmacy will contact the provider for you, and you’ll receive a message in HealthELife when the renewal has been authorized. 

I wrote to my provider using HealthELife. How long will it be before I receive a reply?

Messages received through HealthELife are answered within two business days. Do not use HealthELife for urgent matters.

How do I view my lab results?

When you log into the HealthELife portal, click on the “Results” tab on the top of the landing page. Lab results will be available immediately.

Can I use HealthELife to send a message to the Referral Office?

Yes. Log in to your account, click on “Send a Message,” and type “Referral Office” in the “To” field. You can write to request a new referral or to let them know about an appointment you’ve made. Appointment details you should include are:  

  • Name of the specialist or facility
  • Specialist’s phone and fax numbers
  • Reason for your appointment
  • Date of your appointment

What type of documents and images can attached to a message in HealthELife?

Documents and images can be sent through HealthELife messaging if they have one of the following file extensions: .tif, .gif, .bmp, .pcx, .jpg, or .pdf.

Which medical results can I graph using HealthELife?

You can use both the desktop and mobile versions of HealthELife to graph your blood pressure, weight, blood glucose, glycated hemoglobin A-1C, heart rate, lipids, and pulse oximetry.

Where are my older HealthELife messages?

Effective September 20, 2019, HealthELife will automatically purge all messages older than one year. Although the older communications will no longer be viewable in HealtheLife, all messages between you and your provider are saved in your medical record.

Can my children have HealthELife accounts?

Yes. Parents may sign up for HealthELife accounts for children up to 12 years of age. Adolescents may sign up for their own HealthELife accounts once they turn 13.

Why do you block parental access to HealthELife accounts for ages 13 and over?

The issue is one of patient privacy. By restricting parental access to accounts for patients who are 13 and older, we are giving adolescents more autonomy and privacy in managing their own healthcare. This is a generally accepted and widely adopted “best practice” in pediatric primary care and is not unique to MIT Medical.

What if I see something I think is wrong within my medical information on HealthELife?

If you think you’ve spotted an error in your medical information, contact your provider’s office by sending a secure message within HealthELife. 

For all other questions, including technical concerns:

Call technical support at 877-621–8014.