Frequently Asked Questions



GENERAL QUESTIONS

Who is Boston Heart Diagnostics?

Boston Heart Diagnostics, or Boston Heart, is a company helping to engage individuals in their own well-being while giving them tools they need to prevent or reduce their risk of cardiovascular disease. Boston Heart integrates results from our exclusive tests as well as other CVD focused tests with patient history to create highly personalized laboratory reports that provide healthcare providers with a comprehensive picture of a patient’s heart health. To learn more, go to: bostonheartdiagnostics.com.

What is the Boston Heart Lifestyle Program?

The Boston Heart Lifestyle Program combines your personal laboratory test results and lifestyle preferences to create a personalized plan that empowers you to take charge of modifying or reversing your risk factors for heart disease. When you activate your Lifestyle Program registration, we will ask you a few questions about your health history, as well as foods and activities you enjoy. We will then combine this information with your lab test results to create your Life Plan, a plan of action tailored to your unique risk factors and preferences. You will then have the option to schedule sessions with a Boston Heart Coach of your choice. Our coaches are registered dietitians who will help you understand your Life Plan and build health goals. Through mybostonheart.com, you will have access to valuable tools and information, like a food and exercise journal, tips for healthy snacking, being active, managing stress and much more.

How do I activate my account for the Boston Heart Lifestyle Program?

The first step to participate in the Lifestyle Program is to receive your Boston Heart Laboratory Report from your healthcare provider. Next, go to mybostonheart.com and click Activate Account. Enter your Patient ID and last name exactly as they appear on your report and then complete your Account Profile.

How do I view my Laboratory Report?

To view your lab report, log in to mybostonheart.com and go to My Results and then click on “View my Laboratory Report”. The report will open as a PDF in a new window. In order to view PDF documents, you will need the free Adobe Reader software installed on your computer. If you have trouble accessing your report, please contact Boston Heart customer service at 877.425.1252 or support@mybostonheart.com.

What is the Boston Heart Diagnostic Report?

The Boston Heart Diagnostic Report is a companion to your Laboratory Report and provides easy-to-understand explanations of your test results to help you and your healthcare provider take action to prevent, manage or reverse your cardiovascular risk.

How do I view my Diagnostic Report?

To view your Diagnostic Report log in to mybostonheart.com and go to My Results and then click on “View my Diagnostic Report”. The report will open as a PDF in a new window. In order to view PDF documents, you will need the free Adobe Reader software installed on your computer. If your healthcare provider did not order a Diagnostic Report and you would like one or if you have trouble accessing your report, please contact Boston Heart customer service at 877.425.1252 or support@mybostonheart.com.

What if I am unable to locate one of my reports?

If you are unable to locate one of your reports, please contact Boston Heart customer service at 877.425.1252 or support@mybostonheart.com.

How do I order additional copies of my reports?

To order additional copies of your reports, please contact Boston Heart customer service at 877.425.1252 or support@mybostonheart.com. There will be a fee to have reports mailed to you which you may pay by credit card when speaking with one of our customer service representatives.

What if I do not see an option to complete a Lifestyle Questionnaire after I registered on mybostonheart.com?

Specific tests drive the advanced algorithm to generate a patient’s Life Plan in the Boston Heart Lifestyle Program. Based on medical necessity, your healthcare provider may have not ordered those specific tests. If you or your healthcare provider believe this is an error, please contact Boston Heart customer service at 877.425.1252 or support@mybostonheart.com.

How do I sign up to receive e-newsletters and information from Boston Heart?

Log in to mybostonheart.com and go to My Account and click on “Update my profile”. Check the box at the bottom of your profile that says "I want to receive email updates with information and tips on living a heart healthy lifestyle" and click Save. You can also e-mail support@mybostonheart.com to request to be added to Boston Heart's mailing list.

How do I terminate my Patient Portal account on mybostonheart.com?

Terminating your account will revoke authorization for Boston Heart to share your results electronically to your patient portal account. Call Boston Heart customer service at 877.425.1252 or email support@mybostonheart.com to terminate your account.

Can I pay my Boston Heart bill online?

Yes, Boston Heart now supports online bill pay for patients. Click the link below to log in using your accession number. Your accession number can be found at the top of your Laboratory Report or in the bill you received in the mail from Boston Heart. You will be able to view your balance and pay your bills securely online. For questions, please contact our Billing Customer Care team at billing@bostonheartdx.com or 877.425.1602, Monday – Friday, 8AM to 8PM Eastern.

Pay my bill

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LIFESTYLE QUESTIONNAIRE QUESTIONS

What is the Lifestyle Questionnaire?

The Lifestyle Questionnaire is a series of 60 questions regarding your health history and food and exercise preferences. Your responses are combined with your lab test results to create a personalized Boston Heart Life Plan.
After you submit your responses to the Lifestyle Questionnaire, your Personalized Nutrition and Life Plan will be created immediately just for you. You will also have access to schedule sessions with a registered dietitian as well as tools and information on journaling, eating healthy, exercising, managing stress and smoking cessation.

Can I review my responses to the Lifestyle Questionnaire?

Yes, you can review your responses to the Lifestyle Questionnaire by going to My Account and clicking on Access my questionnaire.

What if I made a mistake on my Lifestyle Questionnaire?

If you made a mistake on your Lifestyle Questionnaire, please contact Boston Heart customer service at 877.425.1252 or support@mybostonheart.com. We will open the questionnaire for you to make changes.

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LIFE PLAN QUESTIONS

What is the Boston Heart Life Plan?

The Boston Heart Life Plan is an action guide tailored specifically for you based on your lab test results and Lifestyle Questionnaire responses. The Life Plan provides you detailed information about your risk factors, target weight and calorie consumption, sample meal menus and an exercise plan.

How do I view my Life Plan?

Your Boston Heart Life Plan will be created immediately after you submit your Lifestyle Questionnaire. You can view your Life Plan under My Plan. Click “View My Life Plan”. A new window will open with a PDF of your plan. In order to view PDF documents, you will need the free Adobe Reader software installed on your computer. If you have trouble accessing your plan, please contact Boston Heart customer service at 877.425.1252 or support@mybostonheart.com.

Can I receive an updated Life Plan?

You can receive an updated Life Plan if your healthcare provider orders follow-up laboratory testing from Boston Heart that includes the specific tests used to generate a Life Plan. A questionnaire will become available for you on your welcome screen. Update your responses and submit the questionnaire. An updated Life Plan will be created for you immediately.

What should I do after I review my Life Plan?

After reviewing your Life Plan, the next step is to schedule a coaching session with a registered dietitian to explain your Life Plan targets, set health goals and discuss any barriers you're facing today. Go to the My Coach tab and click on Buy Sessions. Several coaching packages are available to help you meet your health goals. Once a package has been purchased, select your coach and schedule a session.

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COACHING QUESTIONS

How can coaching help me?

Through a series of phone calls, our registered dietitians get to know your motivations and goals, help you create personal food and exercise strategies, identify and address obstacles blocking your success and provide you with extra support to live a heart healthy lifestyle.

How do I schedule an appointment with a coach?

After purchasing your coaching package, go to My Coach and click on Meet Our Coaches. Select a coach from the dropdown menu and click Submit. Select your Time Zone and click Confirm. Click on an available section on the calendar. Review the session date, time, contact phone number and email address and click “Confirm”.

What if I'm having technical problems scheduling an appointment?

If you're having trouble scheduling an appointment, check the web browser you are using. We recommend, the latest versions of Internet Explorer, Chrome or Mozilla Firefox. If you update your web browser and are still having trouble, please contact Boston Heart customer service at 877.425.1252 or support@mybostonheart.com.

How will my coach contact me?

Your coach will call you at the telephone number you provide when scheduling your session. To update the number in your account, go to Update My Profile under My Account.

Are the phone calls with my coach confidential?

Yes, calls with your coach are confidential. However, calls may be recorded for training and quality assurance. Notes taken by your coach regarding your progress may be disclosed to your healthcare provider. For more information regarding Patient Privacy, please refer to our Notices of Patient Privacy.

How should I prepare for my first coaching session?

Before your first coaching call, please review your Life Plan and make notes where you have questions. Think of ways you would like to improve your health, diet and fitness. Be sure to have your Life Plan with you during the call.

How should I prepare for follow-up coaching sessions?

Begin and continue updating your daily Lose It! Journal, located in the My Journal tab. Your coach will monitor your journal and make recommendations based on your eating and exercise habits. Be prepared to discuss goals you set and any obstacles blocking your plan for success.

How do I change or cancel a coaching appointment?

You can change or cancel a coaching appointment without penalty 24 hours or more in advance. Click on Manage Sessions under the My Coach tab.

What if I have to cancel my appointment with less than 24 hours notice?

If you cancel a session with less than 24 hours notice, you will forfeit the amount paid for one session. To cancel a coaching appointment, click on Manage Sessions under the My Coach dropdown. Click "Late Cancel" next to the appointment you would like to cancel.

Do I need to pay for coaching sessions?

Yes. Boston Heart offers several coaching packages that are available to purchase.

How do I buy coaching sessions?

You can purchase more sessions by going to My Coach and then clicking on the Buy sessions link.

Do my coaching sessions expire?

Yes, your coaching sessions will expire six months from the date of purchase. Sessions for the Personalized Diabetes Prevention Program expire thirteen months from the date of purchase. Any pending sessions scheduled at the time of purchasing the Diabetes Prevention coaching package will be canceled and may be rescheduled after the completion of the program. If you cancel, change or miss an appointment with less than 24 hours notice, you will forfeit your session.

Will I be reimbursed for paid coaching sessions?

According to the IRS, nutritionist fees are "potentially eligible" expenses for a Flexible Spending Account (FSA) and Health Savings Account (HSA). You will need a letter of medical necessity from your health care provider along with your receipt from Boston Heart.

How do I access my receipt for a paid coaching session?

After purchasing an individual coaching session or package of sessions, you will receive a transaction receipt from PayPal via email. To access your receipt for a completed session, go to the My Coach tab, then click on the Buy more sessions link link, then scroll to the bottom of the page and click on View my completed sessions. There will be a link to a receipt for each completed session. If you completed a session and do not see your receipt within 24 hours, please contact Boston Heart customer service at 877.425.1252 or support@mybostonheart.com.

How do I view my transaction history for coaching sessions I've purchased?

To view your transaction history for paid coaching sessions, go to My Coach and then click on the Buy sessions link. Then scroll to the bottom of the screen and click on View my completed sessions.

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JOURNAL QUESTIONS

What is my Lose It! Journal?

Boston Heart recommends the use of Lose It! to help you succeed in maintaining an online food journal. By logging your daily activity, your coach can make personalized recommendations to help you achieve your health goals.

Is my Lose It! Journal confidential?

Once you have completed your first session with your Boston Heart Coach, your coach will send you an email to connect and share your journal with them. This will allow your coach to view your journal and help you adjust your targets and create personalized food and exercise strategies. If you choose, you can also share your journal with co-workers, friends and family.

How do I register with Lose It! to start my journal?

To register for a Lose It! account, go to My Journal and click on “Track Online”. You will be redirected to the Lose It! website and you can select the “Create one now” link to register and complete the short questionnaire.
Already have a Lose It! account? Simply login with your credentials to access your journal.

How do I access my Lose It! Journal?

There are multiple ways to access your Lose It! journal. You can log in through mybostonheart.com and go to My Journal and then click on “Track Online”. Once you have an account, you can also log in directly through loseit.com or with the Lose It! app on your smartphone or tablet.

What if I need help updating my Lose It! Journal?

If you need help with connecting to your Boston Heart Coach, please discuss with your coach or contact Boston Heart customer service at 877.425.1252 option 4 or support@mybostonheart.com. If you need technical support with your Lose It! journal account, please e-mail Lose It! directly at support@loseit.com.

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TECHNOLOGY QUESTIONS

How do I download the latest web browser?

Modern browsers make navigation faster and enable mybostonheart.com to provide more advanced content and features. If you are using an older browser, you may experience technology issues. Download the latest version of your preferred web browser by clicking on a link below and following the download instructions.

What do I do if I can’t see my Laboratory Report, Diagnostic Report or Life Plan?

In order to view PDF documents, you will need to have the free Adobe Reader software installed on your computer.


Make a note of where you are downloading the installation file to (e.g. your desktop). After the download has completed, locate the installation file on your computer and double-click on it. The installation program will complete the download. Once the Adobe Reader software has been installed you will be able to view and read Adobe PDF files. If you’re still experiencing problems, visit Adobe technical support or call Boston Heart customer service at 877.425.1252 or email support@mybostonheart.com.

What if I click on a link to a PDF, but my browser shows a blank screen?

Browsers have different ways of downloading PDFs. Most will ask you where you would like the file to download on your machine and show a progress meter as the file downloads. However, some browsers load the PDF page by page and don't show a progress meter. The first page should appear after a few minutes. If you’re still experiencing problems, visit Adobe technical support or call Boston Heart customer service at 877.425.1252 or email support@mybostonheart.com.

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