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Top Issues

Workflow for AM and Support

Unable to send an order/getting a status: Not Sent: Without Carrier code

  1. Check if patient's insurance does not have an assigned lab connection by going to go to Practice Setup > Edit Insurance > click Add Lab Connection icon > check if insurance has an assigned lab
  2. Confirm if correct lab test code was was used
  3. If code is correct, go to Practice Setup > Edit Insurance > click Add Lab Connection icon > check if carrier code is present and correct
  4. If there is no carrier code, escalate to Josephine Vergara and cc accountmanagement@wrshealth.com

Getting an error message: "The patient's insurance does not have a lab connection. Orders without lab connection will not be sent to labs electronically.

  1. Check if patient's insurance does not have an assigned lab connection by going to go to Practice Setup > Edit Insurance > click Add Lab Connection icon > check if insurance has an assigned lab
  • Assign lab to insurance (can be done by practice and/or support)
  • If insurance has an assigned lab but orders cannot be sent, escalate to Josephine Vergara and cc accountmanagement@wrshealth.com

Unable to view results in the patient's portal

  1. Check if "PATIENT PORTAL TEST RESULT" is enabled in WRS Admin and if "PATIENT ACCESS TO TEST RESULTS ON PATIENT PORTAL" is enabled in Practice Settings
  • If not enabled, confirm with practice that they want this enabled. To enable this, send a request to Gayle Deciar at setup@wrshealth.com.
  • If already enabled, try to replicate using a test patient with a valid email on file. Create a note, add an order and enter test result. Go patient portal and view the result.
    • If result can be viewed, provide practice with workflow on how to view test results.
    • If result cannot be viewed, escalate to Clarisse.

Request to add test codes

  1. Obtain the following from the client: Test code, test name, mapped CPT code (if applicable) and AOE (if applicable)
  2. Check if test code is searchable in practice site
  3. Forward request to Jhoie and cc labs@wrshealth.com if test code can't be pulled up in practice site.

Lab results not received

  1. Get sample patient, ordered test name, date it was ordered, date it was transmitted by lab to practice, foreign accession number (unique ID of result)
  2. Check all appropriate pages where labs results may have gone to:
  • Administration > Order Tracking Setup > Transaction Errors > search for unmatched results and look for patient's name or the test name
  • Order Tracking > search using "Completed On" and "Date" and look for the patient's name
  • Right click on patient name and select "View Test Result" and look for the result
  1. If the test result cannot be found in any of the above pages, escalate to to Jhoie and cc accountmanagement@wrshealth.com with complete details

Requisition form not generated

  1. Get sample patient, ordered test name, and date it was ordered
  2. Go to Administration > Order Tracking Setup > Messages sent to lab > check if requisition form was generated or not
  • If requisition was not generated, open the note and see what codes were ordered
  • On a test patient, add the codes and compare it with the sub-test codes on the sample patient's note. if the codes do not match, advise practice to re-order the panel and not to delete any of the sub-test codes for that panel.

Note: this issue is caused by deleting one or more sub-tests within a panel

 

Providers not receiving results in Task queue

  1. Get sample patient, ordered test name, and date it was ordered
  2. Go to clinical logs to review who worked on the note.
  • If code was not added or ordered by the provider or his ancillary staff, inform practice that results will only go to the task queue of the supervising provider/ordering provider and ancillary staff assigned to that provider (as shown in EMR Setup > Supervising Provider).
  • If code was added or ordered by the provider or his ancillary staff,
    • check result file and confirm if the provider name is on the result file. If not, it means the lab failed to match the providers name.
      • Advise client that the lab failed to match the providers name and that we will reach out to the lab.
      • Escalate to Jhoie and cc accountmanagement@wrshealth.com with complete details
    • check result file and confirm if the provider name is on the result file. If provider name is on the file, escalate to Jhoie and cc accountmanagement@wrshealth.com with complete details

Barcode result not matching with requisition number

  1. Get sample patient, ordered test name, and date it was ordered
  2. Go to Administration > Order Tracking Setup > Messages sent to lab > open requisition form>Download or take a screenshot of the barcode and upload image in an online barcode reader to verify if it matches with the requisition number (eg.https://online-barcode-reader.inliteresearch.com/)
  3. If barcode result does not match, escalate to Jhoie and cc accountmanagement@wrshealth.com with complete details