Q. How can I get a new password?

A. On the login page you can click on “Forgot Password?” and enter the email address used when you signed up for the portal. You will be sent an email containing a link that will allow you to reset your password. If you share the email address with someone else who also has an account, a reset link will be sent for each account.

Q. I am getting portal notifications. What do they mean?

A. There are a few reasons you will get portal notification emails: every time an appointment is made; when you request a new password (or someone else who has the same email address for their account requests a new password); a staff member or physician has sent you a message on the portal or a document was uploaded to the portal.

Q. The calendar where I am supposed to put in my Date of Birth does not work because it does not have my year.

A. You don’t need to use the calendar. It is easier to type in MM/DD/YYYY. Be sure to type those slashes too!

Q. The person I spoke to says they sent a reset link to me but I didn’t have anything in my inbox.

A. Be sure to check your junk mail box also. Confirm the exact spelling of the email with our service representatives as typos are common.. The email comes from “noreply@lillegroup.com”. If you still don’t see an email it is possible that your email provider thinks that this email address is “spam” and will not let it go through their spam filters. Unfortunately, you will have to call your email provider to let them know that this is a legitimate address. However, call our patient service representative to have them connect you with someone who will help you change your password to allow you to log into the portal.

Q. I see the documents on the portal page, but how do I read them?

A. You may have to scroll your page up and down, or left to right to see all of the features on the page. The “button” to download your documents is to the right of each document, which is ordered newest to oldest. If your computer automatically saves a downloaded document to a download file, you may need to retrieve that document from that file to read it. There is also a built-in PDF viewer available through the portal to make the document viewing process easier and reduce the need for third party applications. 

Q. How can I send or upload something to my provider?

A. As you scroll down on the portal page, you will see a box with a header that says “Sent Messages”. You may need to scroll to the right to see a button that says “Send Message to Provider”. When you click on that you will see the people on your Health Care Team, but messages can only be sent to the CCA provider. Write your message in the box and click on Send. To upload a document it must be in an Adobe pdf format. When you click on Upload you will need to know where in the computer the document has been saved and find it from the files on your computer.

Q. I changed my name or my name is misspelled. How do I get a new username?

A. You will need to call the Patient Service Representatives.

Q. Why do I keep on getting emails?

A. There are a few reasons you will get portal notification emails: every time an appointment is made; when you request a new password (or someone else who has the same email address for their account requests a new password); a staff member or physician has sent you a message on the portal or a document was uploaded to the portal.

Q. I got an email saying I had a new appointment but I don’t see anything.

A. When you are in the office and need blood work or need to have a test done immediately, we book the appointment for tracking purposes. If you look at your appointments in the portal you may see that appointment as checked out.

Q: The email I received has a link in it, but when I click on it, nothing happens.

A: We have discovered that if you are using a mobile phone or tablet, certain email providers don’t seem to allow our links to work. It may work if you open your email on a desktop computer or laptop. You can always copy the link address into your browser’s address field to navigate to the page.

TIPS for using the portal successfully.

• Do choose a password that will not be easily hacked. Once a document is uploaded to a file in your computer, CCA can not control who looks at it. Always keep your health information confidential.

• Don’t expect an answer immediately when sending a message. If you have an urgent question, call our Patient Service Representatives at 518-292-6004.

• Your physician may prefer to see you in the office instead of providing medical advice through the portal.

• Do ask your physician how he wants to use the portal and if he wants you to send messages to him through the portal.

• Do use the portal when the doctor wants you to let him know how a treatment plan is working.

• Don’t use the portal to send personal greetings to your physician.

For Assistance Call 518-292-6004

Updated 07292021