Frequently Asked Questions

Health Companion is a tool to engage, empower, and inspire people to achieve better health at lower cost. Health Companion has four major features.

  • A personal, confidential health network to communicate with your providers, health coaches, specific communities, friends, and family. You are always in charge of your information and you decide how, when, and with whom it is shared.
  • A tool for managing your medical bills, insurance claims, and health accounts such as FSA and HSA.
  • A secure life-long personal health record (PHR).
  • A tool for personalized preventive health & wellness recommendations and follow-ups.

Health Companion is hosted in an environment that complies with the HIPAA and HITECH Act security standards surrounding the storage of Protected Health Information (PHI). We, through our hosting partner Connectria Corporation, have deployed all commercially available security measures to securely store and transmit your data. Your information is encrypted over-the-wire (“in-transit between your browser and our servers”) as well as in our databases (“at-rest”). We use the strongest encryption level support on the internet today (SSL – 256 bits) partnering with GeoTrust. Despite these measures to ensure a secure environment, storing personal data online always carries a degree of risk, as described in our Terms & Conditions.

  • Did you receive a special Health Companion web address (URL) associated with your healthcare provider/facility? Are you sure you have the correct URL?
    The facility name located at the top of the webpage should match the information that you received from your provider. If you are copying the web address from a handout, please ensure that you are typing it into the address bar of your web browser and not a search engine or search bar.
  • Did you receive a secure PIN code for access?
    Contact your provider if you don't have the secure PIN, or if you think you may have the wrong PIN.
  • Is the name and date of birth correct?
    In some cases, a misspelled name or incorrectly typed date of birth entered by your provider can make it so that your information does not show. Try contacting your provider to double check that they have the right info.
  • Has it been more than 30 days since your appointment occurred?
    Your provider will need to re-send the information to Health Companion. Contact your provider to have it resent to Health Companion.
  • Still no luck?
    Consider calling your provider to submit a "support ticket" with their electronic health record, to make sure the information was sent. Otherwise, you can contact us again and we'll look into the issue with you.

If you came to Health Companion through a link from one of your healthcare providers, some information was already communicated to you (login and visit the “Health Records” page to see it). The same provider may send additional information soon. Your provider may or may not send certain information, like Imaging Reports (please note: this information may take up to 10 days to appear in your account). If, for example, you were hoping to see your Imaging Reports but they were not sent (ie. 10 days have passed), contact your provider to see if they are sending this information to patients through Health Companion. Many people want to know how to use Health Companion to store their complete medical record. One way is to manually input the information yourself in your “Health Records” page. However, sweeping changes in the technology for storage and transmission of healthcare information are underway, so the answer is rapidly evolving. For the moment, the best way to obtain and store your information is to contact your healthcare providers and ask for “an electronic copy of my medical record.” Providers are required to be able to provide this information to you in the form of a special file called a “CCD.” (Alternatively, some facilities offer a "Patient Portal" where you can login to view lab results and other health information. Typically these services also offer the ability to download this “CCD” file, often contained within a ZIP folder.) Once you obtain the “CCD” file, you can use the “Health Records” page in your account on Health Companion to upload the file. Health Companion will then automatically read the information and sort and organize it appropriately.

In addition, many providers are joining in on Health Companion's efforts and participate in direct, automated transmission of health information with us. This eliminates the somewhat tedious middle step of obtaining the “CCD” file from your provider and needing to upload it into Health Companion. If your provider is interested in connecting with us, encourage them to contact us at support@healthcompanion.com to learn more.

Ultimately, our goal is to allow you to obtain, manage, store, and transfer all of your health information in one place in a completely automated way. We're making great strides towards this goal, and will continue to update our users as new developments arise. If you have further questions, are having trouble with a “CCD” file, or would like to learn more, please visit our Forum (under the “Get Help” menu) or email us at support@healthcompanion.com.

You may not be seeing our emails because your email client is filtering them into your junk/spam folder. The process of adding email addresses to your address book (also known as your safe sender list) is called "whitelisting." This will ensure future emails are delivered to your inbox. If you're not sure how to whitelist emails, instructions are widely available online for how to whitelist email addresses depending on your email client (eg. GMail, Outlook).

Domain Names vs. Individual Email Addresses: In general it is best to whitelist an entire domain name as opposed to an individual email address. For example, whitelisting the domain name "healthcompanion.com" will allow any email from healthcompanion.com to be received, regardless of the individual sender address (eg. support@healthcompanion.com).

No. Your health record, insurance information, and preventive health information are not shared when you use the social network, forum, employer, or community features.

DO NOT ENTER ANY PERSONAL INFORMATION IN “FORUM” AND “COMMUNITIES.”

The “Forum” is a Health Companion user community-driven bulletin board where members help each other to get the most out of the website. Health Companion administrators also routinely participate in this forum. This Forum is available for everyone registered on the site. Therefore you SHOULD NOT enter any personal information here.

Health Companion “Communities” are predefined groups for exchange of ideas on specific interests such as Diabetes or Heart Disease. Anyone can subscribe to these communities and become member. Any personal information you enter here will be seen by all community members. So please DO NOT enter any personal information on “Community” boards.

Health Companion is accessible via the vast majority of commonly used internet browsers and versions. The site may not be compatible with some mobile device and tablet browsers. If you encounter technical problems with the site otherwise, please contact us at support@healthcompanion.com. You can access HealthCompanion.com using the following browsers and versions.

  • Internet Explorer (version 9 and up)
  • Chrome
  • Safari
  • Firefox

You can send us email to support@healthcompanion.com on questions regarding the use of the website. Please DO NOT SEND US ANY HEALTH OR CONFIDENTIAL INFORMATION ABOUT YOU OR YOUR FAMILY. DO NOT SEND US YOUR PASSWORD. You cannot communicate with your healthcare provider using this email. Before you write to us, please see if your questions are addressed in the Forum or in this FAQ.

You can send us an email to support@healthcompanion.com. Your account will be deactivated in 24 hours. Unless we hear back from you subsequently, your entire account will be permanently deleted in 30 days.

To change the primary contact email address for your account, please follow the steps below:

  • Login to Health Companion.
  • Place the mouse over your Health Companion username at the top right of the page (next to the “Logout” link).
  • Select “Account Settings” from the dropdown menu.
  • Change your email address on the screen and click “Update.”

Each individual user has an email address in his/her profile. To change those email addresses, please access the user's profile by selecting the member from the menu on the left (by clicking on the “edit” icon), type the new email address, and update the record. Note: The user menu is not available on the “Home” page. Please click on “Insurance & Expenses,” “Health Records,” or “Prevention & Wellness” tab to access the user menu.

No, you cannot change your username. It is the unique identification of your account in Health Companion.

To change the password for your account, please follow the steps below:

  • Login to Health Companion.
  • Place the mouse over your Health Companion username at the top right of the page (next to the “Logout” link).
  • Select “Account Settings” from the dropdown menu.
  • Select the “Change Password” button.
  • Type in your old password and the new password in the space provided and click the “Update” button.

Our point system is an incentive program for increased participation and involvement by our members on the site. In addition, we are negotiating with our partners on how you may redeem your points for rewards in the future. Stay tuned!

We never use email to send any protected health information covered under HIPAA, so please don't worry that anyone's personal health information has been compromised. Sometimes, a healthcare provider may have the wrong email address for a patient in their medical record, which can result in this generic notification e-mail going to the wrong address. If you're not familiar with the healthcare provider listed at the start of the e-mail or you think this e-mail was otherwise sent to you in error, you can either choose to ignore the e-mail or you can contact the provider to ask them to correct any error.

Some radiology providers elect to provide radiology reports directly online for your access and safekeeping (others do not). If your radiology provider is participating in delivery of radiology reports, you should be able to receive information about it. Please note that some participating radiology providers have a set "delay" for when a radiology report will be sent. For example, a healthcare provider/facility may delay making the radiology report available to you online for anywhere from 3 to 10 days, in order to give your primary healthcare provider the opportunity to review the report first. Consider waiting a few days and trying again, or calling your provider to request the report sooner. If your radiology provider does not participate in online report delivery, let us or them know that you are interested in this service!

Sorry, we don't store radiology images online at this time. However, if you are interested in this feature, please contact us and we'd be happy to chat about it.

If you misplaced your username and/or password, please visit our home page and click the "Forgot Username?" or "Forgot Password?" link as appropriate. These links will allow you to recover your account information using your e-mail address and security questions. If you are still unable to access your account using these tools, please contact us again.

The Insurance and Finance section helps you manage your healthcare spending by tracking medical expenses, detailing claim information, and monitoring your health savings accounts. Currently, you can manually add claims, establish health savings accounts, and track your expenses. However, in the future you will be able to automatically download claims information from your insurance company sites without needing to manually enter the data yourself.

There are three main health finance accounts you can manage in Health Companion, as summarized below.

  • Flexible Spending Accounts (FSA) - Allows employees to set aside a certain amount of pre-tax dollars to pay for qualified medical and dependent care expenses.
  • Health Reimbursement Arrangements (HRA) - Allows an employer-funded account to repay the unreimbursed medical expenses of employees as they submit claims.
  • Health Savings Accounts (HSA) - Acts like a 401(k) plan for healthcare, giving employees the ability to set aside tax-exempt funds to pay for current and future health care expenses. A health savings account (HSA) is a tax-advantaged medical savings account available to taxpayers in the United States who are enrolled in a high-deductible health plan (HDHP). The funds contributed to an account are not subject to federal income tax at the time of deposit. Funds roll over and accumulate year to year if not spent. HSAs are owned by the individual, which differentiates them from company-owned Health Reimbursement Arrangements (HRA).

If you have one or more of these accounts, you can create and maintain them in Health Companion.

As you see from the dropdown menu, Health Accounts Management has 4 functions.

  • Account Setup
  • This allows you to establish an account you wish to track.

  • Check Register
  • Check Register provides you a running total of your account details.

  • Expense Submission and Reimbursement
  • There are two ways you can operate your account. If you have a debit card or check-writing facility against your health account, you can pay your out-of-pocket expenses directly from that account. In that case, you do not need to use “Expense Submission” and “Reimbursement” functions. When you enter the expense simply mark the status as “Paid from Account” (see below).

    However, if you have an account that requires submission of receipts (FSA, HSA) with your administrator, you can mark those items “To be submitted for reimbursement” at the time of expense entry. These amounts will accumulate and you can use the “Expense Submission” function to request reimbursement. Once claims are processed by your account administrator, you may use the “Reimbursement” function to process the payment.

Your Personal Health Record is a private and secure online record of your clinical information such as your problem list, allergies, medications, immunization records, lab tests, and procedures.

Your health information is scattered across many different providers and healthcare organizations. Keeping your own complete, updated, and easily-accessible health record has a number of benefits to you as a healthcare consumer.

  • Storing, reviewing, and consolidating this information helps you become an informed healthcare consumer.
  • A current up-to-date PHR can reduce or eliminate duplicate procedures or tests saving you time and money.
  • A consolidated record allows you to knowledgeably discuss your health with healthcare providers and bring new caregivers up to speed in a very short time.
  • Easy access and mobility of your Health Companion record of pre-existing problems, allergies, and medications is invaluable during an emergency.
  • Your account allows storage of physician instructions, prescriptions, allergies, medications, insurance claims, etc.
  • Electronic, online storage allows you to share your information securely with your providers, caregivers, and family members.

You can create a personal health record for each of your family members. Establish them as your family in Health Companion and all PHR capabilities are available to each of them. Your spouse or anyone in your account over the age of 18 can have separate access to his or her Personal Health Record. You can directly operate accounts for children under the age of 18 and for other individuals for whose care you are responsible.

Yes, generally parents do have access to their minor children’s health record. There are three circumstances where parents do not have access:

  • When the consent of the parent is not required under law and the minor is the one who consents to care;
  • If the minor obtains care at the guidance of a court or an appointee of the court; and
  • When the minor and healthcare provider have a confidential relationship.

Please refer to your state or other applicable laws to understand your specific situation. If you think you will be violating the law, please do not use Health Companion for your child.

Health Companion is already linked to a number of healthcare provider Electronic Medical Records in the U.S. We are expanding our list all the time. If your provider has an online link to Health Companion, your health information will automatically flow into your Health Companion Account.

If your provider is not connected to Health Companion, you can request a copy of your record (commonly referred to as Continuity of Care Document or CCD for short) from your provider in electronic format. You can directly import that file from the “Health Record – Snapshot” page by clicking on the “Import New Health Data” link and following the instructions.

If you know that your provider has an electronic medical record that you would like sent to your Health Companion account, you can contact us directly or have your provider contact us at support@healthcompanion.com and we will help you transfer the data.

If none of these options are available to you, you can manually enter your medical information in the Health Record screens provided.

One of the most important benefits of seeing your health record is that you can take greater personal responsibility for your health information. If you see information that you think is not accurate, you may want to discuss that with your provider at your next visit, or if more urgent, you may contact your provider sooner. The Problem List is probably the health information that patients find most difficult to understand. A “Problem” might include the name of a screening test, like “Screening Mammogram,” which might seem illogical to you. But the need for a screening test is considered a medical problem. In some cases, you might see the same problem stated in multiple different ways, or an old problem that no longer exists. You can edit your Problems yourself, or you can discuss your problem list with your healthcare provider at your next visit.

If you have a healthcare provider sending you health information (including results) through our secure network, you will need to follow two steps: 1) visit the unique URL or web address provided specifically by your healthcare provider or through an e-mail from your provider; 2) when you arrive at this page, enter the unique PIN given to you by your provider. If you misplaced or do not have the unique web address and/or unique PIN number, please contact your healthcare provider to obtain them.

New results are available on your "Health Records" page in Health Companion. The first time you receive new results from a healthcare provider, you need to verify the secure connection by visiting the provider's unique Health Companion URL or web address and entering a unique PIN number (see "Where do I get my PIN number?"). After this initial verification, results from that provider will always be displayed on the "Health Records" page.

Health Companion’s Prevention & Wellness module provides you with personalized preventive health recommendations based on evidence-based national guidelines. Our recommendations are based on a physician-designed algorithm supported by clinical research results and expert opinions. Our Prevention & Wellness module helps you to

  • Obtain personalized preventive health & wellness recommendations including immunizations, cancer screenings, blood tests, health habits, and more
  • Record your progress toward specific health-related goals
  • Track appointments, vaccinations, and numerous other wellness healthcare services
  • Stay motivated by following your health scores, ratings, and improvement over time

You can use the Health Companion website on iPad (iOS 5.0) and Android tablets (3.0 and up with a screen at least 8.9 inches). We also provide free iPhone and Android apps on the respective app stores. These apps support iOS 5.0 and Android mobile devices (2.3.0 and up).

Yes, remote access for any mobile device can be turned off within the “Settings” tab in your account on Health Companion. The next time the device tries to connect, it will log out and clear the data from the device. To deactivate a mobile device, take the following steps:

  • Login to Health Companion.
  • Place the mouse over your Health Companion username at the top right of the page (next to the “Logout” link).
  • Select “Account Settings” from the dropdown menu.
  • Find the mobile device on the page and click the link to deactivate the device. Then click “Update.”