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Frequently Asked Questions

What if I enter my name, phone number, and date of birth and am told “We were unable to locate your patient record?"

What if I enter my PIN number and personal information and I am told "Login information is incorrect. Please try again?"

How do I change my PIN? 

What if I forget my PIN number?

Can I access all my family members’ health information through my own patient web portal account?


  

What if I enter my name, phone number, and date of birth and am told “We were unable to locate your patient record?"

Staff to verify the patient information in athena. It’s important to note that the primary number listed on the patient’s record be entered during registration to help identify patient. 

 

What if I enter my PIN number and personal information and I am told "Login information is incorrect. Please try again?"

1. Follow steps for registration by clicking the Register here link on the Welcome Screen.
2. If this does not work, staff to verify the patient information in athena. It’s important to note that the primary number listed on the patient’s record be entered during registration to help identify patient.
3. The authorization code that appears on the screen during identification helps identify the patient and is not the PIN number. Once patient identity is verified, patients can set  up the PIN and gain access to the patient portal. 

 

How do I change my PIN? 

Click on the “My Profile” tab (left menu) -> “Reset PIN” section. 

 

What if I forget my PIN number?

Click on “Forgot PIN?”on the Welcome Screen and Follow steps for registration. 

 

Can I access all my family members’ health information through my own patient web portal account? 

Yes. Patients can create a family login account that will allow them to access selected family members’ health information within the same login account. Family members will have the same access to patient information and actions.

1. In order to setup an account of this nature, log into each patient’s portal account.
2. Go to the “My Profile” tab and click on “Family/Guarantor Access.”
3. Enter the e-mail address of the family member and click on “Go.”
4. Select an Account Type of “Family”, fill in the required fields, and click on “Submit.”
5. A temporary password will appear in a pop up screen. Write this password down and forward it to the family member, as it will not be available after clicking on “ok”.
6. The family member’s name will then be listed under the “Family” section at the top of the screen.
7. To edit or remove this family member’s access, click on the family member’s name at the top of the screen.
8. To log into this family account, follow the directions below on how to log into a family/guarantor account.

Alexian Brothers
Medical Center

800 Biesterfield Road
Elk Grove Village, IL
60007
847-437-5500
Alexian
Rehabilitation Hospital

935 Beisner Road
Elk Grove Village, IL
60007
847-640-5600
St. Alexius
Medical Center

1555 Barrington Road
Hoffman Estates, IL
60169
847-843-2000
Alexian Brothers
Behavioral Health
Hospital

1650 Moon Lake Boulevard
Hoffman Estates, IL
60169
800-432-5005
Alexian Brothers
Women & Children's
Hospital

1555 Barrington Road
Hoffman Estates, IL
60169
847-843-2000
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