Frequently Asked Questions

Your practice can enroll you in NextGen Enterprise Patient Portal in one of the following ways:

• Issue a token: If your practice initiates the enrollment and provides you a token, use the token to create a NextGen Enterprise Patient Portal account and complete the enrollment.
• Provide a temporary username and password: If your practice provides you a temporary username and password, log on to NextGen Enterprise Patient Portal with the credentials. Type your own username and password to create a NextGen Enterprise Patient Portal account and complete the enrollment.
• Ask you to send a request: If your practice provides you the portal website link or instructs you to enroll by using the NextGen Enterprise Patient Portal link on the practice website, use the link to enroll yourself. After enrollment completion, a submit enrollment request appears that states that request has been sent to the practice and pending for approval. Once the request has been approved, you will receive a confirmation email for the same.
• Send an invitation link to your email address: If your practice has invited you to enroll in NextGen Enterprise Patient Portal using the enrollment link sent to your email address, use that link to enroll.

If the token does not work, contact your practice to receive a new token. Your previous token will automatically expire once you receive a new token.

You do not need to create a separate account to access NextGen Enterprise Patient Portal from your mobile device or tablet. You can use your active account credentials to log on from your computer, mobile device, or tablet.

An email address is not mandatory while enrolling in NextGen Enterprise Patient Portal. However, adding and verifying an email address will help you reset your password or recover your account credentials on your own without your practice's help, when required.

The latest username and password policy is as follows:

• You must provide a unique username having 6 to 50 characters. It may be a combination of alpha-numeric and special characters (except any whitespace as character). The username is not case sensitive.
• You must choose a password that is easy to remember but difficult for others to guess. The password must be between 8 and 200 characters. It should be alpha-numeric, with at least one upper case letter, one lower case letter, one number, and one special character.

  You should not use commonly used passwords for example: password or password1. To get the mostly used password details, visit the list of most common passwords page.

  If the password meets the password requirements, the corresponding cross marks (x) will change to tick (✓)marks.

When you enroll in NextGen Enterprise Patient Portal for the first time, you will receive a prompt to select all five security questions and provide your secret answers for those. Security questions and the answers you provide will help you protect your account and verify your identity when you reset your password.

If you already have an account and you have not yet updated your security questions, while logging on to NextGen Enterprise Patient Portal, you will be prompted to select all five security questions and set your answers.

Google Authenticator™ is a mobile security application with two-step verifications to protect your account with an extra layer of security. If you set up two-step verification, you can use Google Authenticator mobile application to receive a unique verification code. It is available for both Android and iOS. Ensure that you have downloaded the Google Authenticator mobile application from Play Store^® (for Android users) or App Store^® (for iPhone users).

If you enable Google authentication for your NextGen Enterprise Patient Portal account, every time you log on to your account,or when you log on to your account from a new device, the mobile application will generate a new random code for you to enter. Google Authenticator mobile application also works offline.

Please note that this feature is optional. However, enabling google authentication will protect your account with an extra layer of security.

Yes. You can opt for Google Authentication from Accounts Settings. For more information about enrollment types, log on to your account and refer to User Guide for NextGen Enterprise Patient Portal.

An account email address helps you get all the notifications related to your account activities, such as changing username or resetting password. You can also set your account email address as your preferred notification method from Account Settings to receive notifications associated with communications, appointments, PHRs, and statements.

This is to prevent associating multiple accounts with the same email address. It also provides you with a secure way to reset password or recover your account with minimal support. It is recommended that you add an email address and verify that email address. Once the email address is verified, it becomes an account email address where you will get all notifications related to your account activities.

This is an optional step. Merging your accounts helps you consolidate your multiple NextGen Enterprise Patient Portal accounts into one single account so that you can access all your account details from various practices through a single account.

You can merge our accounts from any one of the following pages:

• Merge your account page when logging on to the portal.
• Account Settings page after you log on to the portal.

No. After you merge your accounts; you cannot undo it.

The portal home page will display all the practices under the Practices list. You can select the practice name and view your details related to that practice. You can access your medications, messages, appointments from multiple practices.

The Preferred Notification Method in the Account Settings page will also display the list of practices.

You can merge only one account with your current account (that you are logged on to) at a time.

For example: If you have more than two NextGen Enterprise Patient Portal accounts and you want to merge them, then on the Merge Your Account page, you must choose the account that you wish to merge. You can merge your additional account from the Account Settings page once you log on.

Yes. You will receive an email notification to your verified account email address when you merge your accounts.

During logon process, if you do not wish to merge your account, you can click Skip for now. If you click Skip for now, the Merge Your Account page does not appear for next three months during the logon process. After three months, the home page will display a notification to merge your accounts. During this three months, you can merge your accounts from the Account Settings page.

To recover your username, go to the NextGen Enterprise Patient Portal logon page and click Forgot username?. On Forgot username, type your verified account email address, and click Submit. You will receive an email with your username information.

Yes. If you do not have a verified account email address, you can recover username using your notification email address. From the logon page, click Forgot Username, type your notification email address, and click Submit. Then, you must type your Last Name and Date of birth (mm/dd/yyyy), and click Submit.

If you do not have a verified account email address or notification email address, you must contact your practice to recover your username.

You can change your username from Account Settings.

The username policy has changed. According to the new policy, your unique username must have 6 to 50 characters. It may be a combination of alpha-numeric, and special characters (except whitespace). Your username is not case sensitive. The unique username helps you to secure your account and prevent unauthorized access to your account.

You must change your account email address from Account Settings to get all the notifications related to your account activities.

The Preferred Notification Method option enables you to specify your preferred methods for receiving notifications related to all communications between you and your practice. These notifications do not include the notifications related to your account settings. For example, the notification that you receive when the practice sends you a message or when a statement is sent to your portal account. You can also use a different email address as the preferred notification method for these notifications.

Ensure that you have verified your email address.

To reset your password, go to NextGen Enterprise Patient Portal logon page, click Forgot password. On the Forgot password page, type your verified account email address in Email or Username, and click Submit. You will receive an email with a link to reset the password.

Yes. You can reset your password without a verified account email address if:

• You remember your username and can answer your security questions.

  On the NextGen Enterprise Patient Portal logon page, click the Forgot Password link, and type your valid username and answer the security questions. The system will ask you to answer two security questions that you already set up. You will get three attempts to answer for each of the two security questions. Answering the correct answers will redirect you to the Reset Password page where you must type your new password and re-type the same password, and click Submit to open the NextGen Enterprise Patient Portal home page.

• You remember your username only. In this case, you must contact your practice to get a reset password token to reset your password.

  To reset your password using password reset token, on the NextGen Enterprise Patient Portal logon page, you must click I have my password reset token and type your username and the token number provided by your practice, and then click Submit. On the Reset Password page, you must type your new password and re-type the same password. Clicking Submit will redirect you to the NextGen Enterprise Patient Portal home page.

You can reset your password only once without an account email address and the five security questions, by validating your account information such as username, date of birth, last name, first name, and home phone number and then selecting the correct address. After you reset the password, you are directed to the logon page, where you can log on using the new password after completing the account validation process (setting up an account email address and five security questions).

If you forget your password before completing the account validation process (adding an email address and setting up answers to five security questions), you will be directed to contact your practice to obtain a password reset token.

Password reset token is an eight digit token provided by your practice to reset your password. You must contact your practice to get a reset password token to reset your password.

The reset password link expires after the time specified in the email. You must click the Forgot password link on the logon page to receive a new link.

Portal users must now select five questions and set the answers. If you are an existing user and if you have not yet updated your security questions, you will be prompted to select all five security questions and set your answers. You can also update the security questions from the Account Settings page after you logon.

Based on your practice configuration, NextGen Enterprise Patient Portal displays a disclaimer regarding your PHRs and medications when you log on to your portal account. This disclaimer is to inform you that PHR and Medications you are viewing may not be your complete information and are only from your enrolled practices. You can do one of the following:

• Read and then acknowledge the disclaimer by clicking OK.
• Click x to dismiss the disclaimer and read it later. If you click x and close the disclaimer, the disclaimer will be displayed every time you log on to your portal account until you acknowledge it by clicking OK.

If you have not visited your practice for a long time or you have not logged on to your NextGen Enterprise Patient Portal account for a long time, then your practice might have un-enrolled you from portal. If your practice un-enrolls you, you would receive an email notification for the unenrollment to your verified account email address. You must contact the practice to re-activate your account.

Yes. NextGen Enterprise Patient Portal is available for mobile devices and tablets (www.nextmd.com/m). On your mobile device, enter the link (www.nextmd.com) in your mobile browser to access the NextGen Enterprise Patient Portal mobile site. Mobile devices running on Android™ 4.0 or later or Apple^® iOS 7.1 or later are supported.

Yes. The first version of the app is a mobile website launcher. You can download it from the App store or the Google Play store.

The following browsers are supported:

• Microsoft^® Internet Explorer^® 11.0 or later.

  If you are using Internet Explorer 11.0 or later in the compatibility mode, few pages may not load correctly. You can remove the NextGen Enterprise Patient Portal link from the compatibility mode to load the pages correctly. To remove the NextGen Enterprise Patient Portal link, open Internet Explorer > press Alt > click Tools > select Compatibility View Settings > under Website you've added to Compatibility View, select the NextGen Enterprise Patient Portal link > click Remove > clear the Display intranet sites in Compatibility View check box> click Close. Re-open your browser.

• Mozilla^® Firefox^® 54.0 or later
• Google Chrome^™ 59.0 browser or later
• Opera^®
• Apple Safari^® 9.1 or later
• Android 4.0 or later or Apple^® iOS 7.1 or later (for the mobile version)

The latest versions of internet browsers, support 128-bit SSL encryption (which is a way of making information secure). To determine if your browser supports 128-bit encryption, click Help on your browser's menu bar and select About. If your browser does not support 128-bit SSL encryption, visit the respective company website and upgrade.