Common Issues/Concerns with Occupational Health and Drug Screens

Drug Screens:

• ePassports(Authorization Forms) not received by applicant
  • These will always be attached to the file for client’s easy access
  • The orderer should also receive an email copy of ePassport
    • If not attached as a File attachment, please Admin/DS Case to investigate
• Expiration Time
  • Expiration date does not work for applicant and needs to be extended
    • Applicant will need to reach out to client to extend
  • Applicant assumes it’s the scheduled time when it’s actually the expiration date. This leads to Expired files
  • Expires on the weekend when clinic isn’t opened on the weekend
    • System has no way of filtering these out
  • Incorrect Hours displayed on Passports
    • Our ePassports will display the times provided to us by the clinic. The issue is the clinic would have updated their hours and didn’t update our vendor
      • Submit Admin/DS case to address with Vendor
  • Collection Site Issues - Applicant
    • Too many patients at a clinic. Causes delays for Drug Screen collection, up to applicant leaving without completing
      • Applicants calling in advance is recommended
    • Clinic personnel being rude
      • Everyone has bad days but this is still not acceptable. We can submit complaints.
    • Wrong clinic
      • Applicants have gone to the wrong clinic in the past. Not much we can do here.
  • Collection Site Issues - Client
    • Account not in clinic’s ‘system’
      • Most clinics have their own set of clients.
      • If Clinic doesn’t register the order coming from eScreen or Quest, they can reject the Drug Screen or use their “house” account to where our clients don’t get results
    • Human Error
      • Typo on CCF
      • Broken collection bottle
      • Submitted report under wrong account #
      • Lost in transit
      • Sent wrong copy of CCF to lab/MRO(causes delays by a couple of days)
    • Billing
      • Clinic charges our client directly
        • Easy fix. Just have the client send invoice to us and we will handle it.
  • Statuses
    • We provide collection time stamps on file but no notifications
    • We manually add notation so updates are delayed
    • Will never state if sent to MRO, just collected or received at lab
• Lost in Transit
  • What is it?
    • A vendor error. After the specimen was collected and picked up by the courier, it never made its way to the lab for testing. 
  • Why does it happen?
    • Chain of Custody Form is illegible/missing so specimen can not be documented at the lab
    • Address label is illegible/missing so the courier is unable to get it to the lab
    • Mishandling in transit. (i.e. specimen bottle was damaged/dropped)
  • What do I do now?
    • Another drug screen will need to be ordered to obtain new results.
      • Please note: no charges are applied to the order that was lost in transit
      • Applicant/Employee will need to go in for a second collection
    • Requesting a Lost in Transit form.
      • A form filled out so the laboratory can launch an investigation to find the missing specimen
        • Investigations can last up to 3 weeks.
        • Failsafes are in place to prevent lost in transits, so investigations are usually not successful.

Occupational Health

• ePassports(Authorization Forms) not received by applicant
• Expiration Time
  • Expiration date does not work for applicant and needs to be extended
  • Applicant assumes it’s the scheduled time when it’s actually the expiration date. This leads to Expired files.
  • Expires on the weekend when clinic isn’t opened on the weekend
    • System has no way of filtering these out
• Incorrect Hours displayed on Passports
  • Our ePassports will display the times provided to us by the clinic. The issue is the clinic would have updated their hours and didn’t update our vendor
• Collection Site Issues - Applicant
  • Too many patients at a clinic. Causes delays for Drug Screen collection, up to applicant leaving without completing
    • Applicants calling in advance is recommended
• Clinic personnel being rude
  • Everyone has bad days but still not acceptable. We can submit complaints.
• Wrong clinic
  • Applicants have gone to the wrong clinic in the past. Not much we can do here
• Collection Site Issues - Client
  • Account not in clinic’s ‘system’
    • Most clinics have their own set of clients. 
    • If Clinic doesn’t register the order coming from eScreen they can reject the Exam or use their “house” account to where our clients don’t get results
  • Billing
    • Clinic charges our client directly
    • Easy fix. Just have the client send invoice to us and we will handle it.

Common issues with Occupational Health Products

• Physicals
  • Delay in results
    • Clinics have to fax report to eScreen to complete out
    • Clinics forget to send fax
    • Clinic didn’t complete full form
    • Clinic used wrong Physical Form to complete
    • eScreens system doesn’t receive fax
  • Client Specific needs
    • We don’t currently have the ability to create custom physicals
    • We don’t receive DOT Medical Cards. Those are given directly to DOT Drivers who pass the physical
• TB Skin Test
  • Delay in results
    • Clinics have to fax report to eScreen to complete out
    • Clinics forget to send fax
    • Clinic didn’t complete full form
    • Clinic used wrong Physical Form to complete
    • eScreens system doesn’t receive fax
  • Collection times
    • A lot of clinics won't perform on Thursdays. 
    • 2-step process. Patient comes in for the initial test and has to return 48-72 hours later for read of that initial test. 

If you have any further questions, or need a product enabled on your account, 
please contact Verified First Client Services for assistance.

Call 844-709-2708 or email ClientServices@VerifiedFirst.com