EpicCare Link - Frequently Asked Questions (FAQ)

EpicCare Link is a web-based application provided by Texas Children’s that allows private physicians and their staff to review clinical information for patients for whom we jointly care. Additionally, physicians can choose to send some orders electronically to Texas Children’s if they so desire (e.g. referrals, labs, etc.)

Enrollment Questions

How much does EpicCare Link cost?

There is no charge to physicians to access EpicCare Link at Texas Children’s

Do I have to sign anything to get access to EpicCare Link?

Texas Children’s does require private physicians to agree to certain terms regarding security and privacy.

Medical Record

If I agree to use EpicCare Link, does that mean that I have to use the computer to enter orders or communicate with Texas Children’s doctors?

Usage of EpicCare Link from Texas Children’s will not necessarily change how you send us orders or communicate with us. If you want to continue to receive communication from us via fax or US mail, we will honor that request. If you want to continue to send us orders (e.g. referrals, labs, imaging studies, etc.) via paper processes, that’s fine. EpicCare Link is just another option for communicating with Texas Children’s.

Will I have access to see clinical information about all of the Texas Children’s patients?

Private doctors and their staff who use EpicCare Link will be able to access most clinical data about patients for whom Texas Children’s can establish a relationship. Texas Children’s will look at the following to establish a relationship:

  • If a parent or legal guardian tells Texas Children’s that you are the patient’s PCP, you will have access.
  • If you order something for the patient from Texas Children’s, you will have access as an ordering provider.
  • If you refer a patient to Texas Children’s, you will access to that patient as a referring provider.
Will I be able to see all clinical data via EpicCare Link? What about financial data?

Most clinical data are shared with private doctors and their staff who have an established relationship with a Texas Children’s patient. This includes inpatient data, ambulatory data, and Emergency Center data. There is some sensitive or other clinical information that will not be shared via EpicCare Link, either due to Texas Children’s policy or parental/patient request.

No financial data will be shared via EpicCare Link.

If my partner is listed as the patient’s PCP but we jointly care for all patients in our office, will I have access to the patient’s information? What about my staff?

We do allow you and your staff to access a patient’s information if your partner has an established relationship with the patient. Of course, per our agreement with you, doctors and nurses can only use EpicCare Link to care for patients for whom they have responsibility and a clinician-patient relationship.

After You Have Enrolled

What kind of training do I or my medical staff need in order to use EpicCare Link?

EpicCare Link is fairly easy to use and intuitive (like many web-based programs). There is some basic information that we’ll communicate to you about options that you may choose to utilize if you want.

What kind of support is there for EpicCare Link? Whom do I call for problems?

We hope that you’ll have few problems while using EpicCare Link. Most common tasks can be accomplished by you or your staff. Let’s look at some examples:

  • Password problems: If you forget your password, you’ll be able to reset the password yourself by answering some questions that you’ve previously set up. If your password expires do to non-use for 90 days, you should e-mail us at EpicCareLink@TexasChildrens.org.
  • Remove access if a doctor or employee leaves your practice:  You will designate one of your staff to deal with common administrative tasks such as removing access from doctors or employees who leave your practice. This person will also be asked to review the list of users at your office every three months to ensure the list is current.
  • Add a new doctor or employee to your practice: If a new doctor or employee joins your practice, your EpicCare Link site admin can start the process of requesting access to EpicCare Link.
What do I do if I can’t find my patient in EpicCare Link?

You will only have access to patients with whom you have a pre-existing relationship. You establish a connection with a patient via the following methods:

  • The patient/parent lists you or your partner as the PCP when they interact with Texas Children’s (e.g. registration, scheduling, etc.)
  • You or your partner have ordered a test (e.g. lab, imaging study, etc.) for the patient in the last 120 days.
  • You or your partner have referred the patient to a Texas Children’s provider (e.g. referral) in the last 120 days.

If you feel you meet these criteria and you still can’t find your patient, you should send a message via EpicCare Link to “P TCH LINK SUPPORT”. We expect to be able to resolve these issues within 2-3 business days.

I have a new patient in my office, and she wants me to be her new PCP. How do I go about getting my name listed as her PCP in the Texas Children’s medical record?

Typically, the patient or parent will be asked about the PCP during the registration or scheduling process. However, if the patient or parent wants to change the PCP at some other time, we will need a signed request from the patient, parent, or legal guardian. You can use your practice’s Request for Information form or one provided by Texas Children’s. The form, along with the request to change you to the PCP and the appropriate signature, should be faxed to Texas Children’s Health Information Management (HIM) department at (832) 825-0124. Expected turnaround time to change the PCP (and hence grant you access to the patient’s chart) is 1-2 business days.

I still have questions about access to the patient, or I have an unusual emergency that requires access with minimal turnaround time. Whom can I call?

During the unusual circumstances when access is denied to you for unknown reasons or you require urgent access to the chart, you should call the Texas Children’s Health Information Management (HIM) department at (877) 361-0111. This number is staffed during normal business hours, including weekdays between 8:00 AM and 5:00 PM.

Technical Questions

What sort of computer do I need to use EpicCare Link?

Most up-to-date computers installed with a web browser (like Internet Explorer, Safari, or Firefox) will work just fine. You’ll need a high-speed connection to the Internet.

Multi-Factor Authentication (MFA)

What is Multi-Factor Authentication (MFA)?

A security process to ensure user accounts are accessed appropriately and ensures you are the only person to access your account. It requires two steps for login completion:

  • Step 1: Enter Username and password
  • Step 2: Enter code received via text or MFA mobile app
I utilize EpicCare Link multiple times throughout the day. Will this code be required every time I log in?

Yes. You will be presented with a new code upon each log in, and this code must be entered for successful login.

How do I reset the MFA settings?

MFA configuration settings can be reset by inputting the RESET CODE provided at the time of initial configuration.  If you do not have your reset code or it is not working, please contact the Provider Connect team at 832-TCH-CARE (832-824-2273), M-F 8a-5p, excluding holidays.

Do I have to use both the MFA mobile app and text message to receive a code for login?

No. You have the option to choose how you would like to receive your login code during MFA configuration.  We highly recommend selecting the TEXT MESSAGE option for MFA as it is more user friendly and allows us to better assist should you experience any challenges.

If I prefer to use a mobile app instead of texting, which Multi-Factor Authentication (MFA) App should I download for my mobile device?

There are many MFA apps available for users to select.  If you are currently using a MFA app for another website or service, you may continue to use the same app for EpicCare Link MFA. Examples of available MFA apps include:

  • Symantec VIP Access
  • Google Authenticator
  • Microsoft Authenticator