Frequently Asked Questions

GENERAL INFORMATION

Most frequent questions and answers

Being healthy isn’t just about eating right, staying in shape, and feeling good – a clean, shiny car can have some serious mechanical issues.

So if you want to be really healthy, you need to check under the hood regularly because serious medical conditions can exist – even without causing symptoms – for a long time.

Just like with your car’s routine maintenance, early detection is your best defense.

Staying healthy doesn’t mean you never go to the doctor, either.

Just like everything else, our bodies need regular checkups. So you should absolutely visit with your doctor at least once a year for a comprehensive health review – including lab testing – no matter what your age.

It’s important to know what’s going on inside as well as out, and a physical exam during a half hour visit with your doctor might not be enough. And besides, following potential trends is important in staying healthy.

So even if everything turns out normal on the testing you get now (that’s great!), you will still have an idea of your baseline ranges from which future tests can be monitored.

Saving and being able to find your results is vital. And with round the clock access to your tests through Health eLabs, it’s easy for you to retrieve and save a copy of your records for safekeeping.

Yes. And in a perfect world, your doctor could do that without any hindrances.

But we don’t live in a perfect world, and most physicians would agree that we don’t do enough – with the technology we have – to keep people healthy. Instead, for decades our health care system has been controlled by health insurance companies, who have no interest in paying for tests that they determine aren’t “medically necessary.”

So aside from a few preventive screenings covered by health insurance under the Affordable Care Act, most lab work has to be “approved” before insurance will cover it.

Which means that your doctor may be reluctant to order the testing you could get to monitor for certain diseases. And even if they do order tests, your health insurance may not cover it.

No. With Health eLabs you can order any of our available tests online, without having to see a doctor first.

In fact, you can have your labs drawn and completed before your office visit, instead of waiting for your doctor to send you to have your blood drawn. Getting your blood drawn ahead of time has its advantages – it’s a lot better to discuss your results with the doctor, instead of getting a confusing fax with a general overview from the office a few days later.

If you think your doctor will want to do labwork at your next visit, you can contact the office a few days before the appointment and ask the nurse or clinic manager what lab work the doctor plans to order. Then visit health-elabs.com to find the tests you need. If you have any questions or can’t find what your doctor is requesting, contact us and we’ll gladly help.

Absolutely! That’s one of the reasons we were started – to provide an affordable alternative to the traditional way of gambling on whether your health insurance will “cover” your lab tests. Because even if your plan does cover them, but you have a high deductible that you haven’t met, you’ll ultimately be on the hook – for whatever the charges are.

Think of it this way: would you order a meal at a restaurant that had no prices on the menu, but instead said they would bill you a few weeks later? We wouldn’t either, and that’s why at Health eLabs our prices are upfront. So you’ll know what you’re going to pay for testing, instead of leaving it up to your health insurer to decide for you.

Yes. Any time your doctor wants to perform lab tests on you, you have the right to choose to go elsewhere to have it done. Just ask your doctor or their office staff to give you a list of the exact tests they want you to have – you can even ask your doctor to fill out a prescription with this information on it. You can then use the list to choose the labs in our Shop.

Of course, if you have any questions, we are here to help!

With Health eLabs you have access to virtually every lab test currently available, including hundreds which are not listed on our website.

So if there is a test you are interested in but can’t find, please email or call us at (817) 984-0595 and we will be happy to discuss your needs.

Yes. You may cancel your order at any time for up to 30 days after placing it, provided you have not already submitted a specimen for lab testing. Once you’ve submitted a specimen for lab testing however, we cannot offer a refund.

Please note that all canceled orders will be subject to a $25 cancellation fee.

Unfortunately, no. Certain states such as Maryland, New Jersey, New York and Rhode Island, who will not let Health eLabs offer services to their residents because they have laws that prevent citizens from directly purchasing labs.

That just isn’t right.

So if you live in those states, please consider getting involved to change those laws, because every American should have unrestricted access to quality medical services!

INSURANCE & PAYMENT INFORMATION

No. Health eLabs does not bill any type of health insurance. As such we are considered an out-of-network provider.

We accept all major credit cards as well as PayPal. We apologize for the inconvenience, but we cannot accept cash or checks.

Yes. Our entire website is secured with SSL technology, and our partnership with the QuickBooks and PayPal online payment systems means that all credit and debit card transactions are as safe and secure as they can be.

Yes. Once your lab results are complete and reported, you can contact us to request your copy of a special receipt called a Superbill, which contains all of the relevant diagnostic and procedure codes for the testing you received.

No. Although Health eLabs does not take health insurance, regulations prohibit us from providing a copy of the Superbill at the time of purchase. Once your lab results are complete and reported however, you can contact us and we will be happy to send you a copy of your Superbill.

If you plan to file a claim for your testing on your health insurance, you’ll need to contact us for a copy of your Superbill. You can then submit a copy of the Superbill to your insurer to serve as your proof of purchase.

But since every health insurance company has different rules, you will need to check with your particular carrier to get the details about how to file your own claim. The customer service contact can typically be found on the back of your health insurance card, or on the company’s website.

Health eLabs does not contract with any kind of health insurance, including federal or state programs such as Medicare, Medicaid, TriCare, or CHIP.

Moreover, any amounts you spend on purchasing services through Health eLabs are not eligible for reimbursement, or credit toward any deductible. In fact, our Terms and Conditions require you to agree that you will not seek any reimbursement through these programs, as a condition of your purchase.

Possibly. Health eLabs is an out-of-network provider, but compared to the traditional charges submitted to health insurers our prices are very reasonable.

So even though we cannot and do not guarantee that you will receive credit toward your deductible, Health eLabs does everything we can on our end to assist you in doing so.

And we encourage you to try. After getting a copy of your Superbill, you should contact your health insurance carrier for information on how to file a claim.

Absolutely. All services purchased through Health eLabs qualify as health care expenses, and as such are reimbursable through your pre-tax Health Savings (HSA) or Flex Spending (FSA) Accounts.

You can use your HSA or FSA debit card when you checkout. Or if you prefer to file a claim for reimbursement after paying, please contact us to request your Superbill.

If you’re unfamiliar with how HSA or FSA accounts work, we urge you to contact your benefits adviser for more information on how to take advantage of these great tax-free programs!

Possibly. If you’ve already met your annual deductible and/or annual out-of-pocket maximum, then you may be able to get reimbursement for the costs of your tests.

Likewise, if you haven’t already met your deductible and/or annual out-of-pocket maximum, some health insurance plans have a wellness or preventive benefit that may reimburse you for the costs of your testing.

And once again, you should note that regardless of the status of your deductible we cannot and do not guarantee that you will be able to obtain reimbursement for the costs of your tests. Please contact your particular health insurance carrier for more information.

HAVING YOUR TESTS DONE

After you submit an order online, you’ll receive an email from Health eLabs with detailed instructions on what to do next. The email will let you know if your labs require any special instructions (like fasting), and provide you with a link to so you can find your nearest Patient Service Center.

Next, you’ll need to go to your local Patient Service Center to submit a blood, urine, or other sample (depending on what you’ve ordered).

Most results are received by our office within 24-48 hours and uploaded to your secure online account.

Health eLabs has partnerships with several nationwide, accredited, CLIA-certified medical reference laboratories.

Patient Service Centers (PSC) are locations where patients can have their lab specimens collected. Each PSC is staffed by licensed phlebotomists, and are the same facilities where many physicians and other health care providers already send their patients for lab draws.

Our reference lab partners are nationwide, and have networks of Patient Service Centers throughout all major cities in Texas. Chances are there’s one near you – but if you have any questions, contact us and we’ll be glad to help.

No…and yes. An appointment time isn’t required at most Patient Service Centers. But to minimize any potential hassles we encourage you to to go ahead and schedule an appointment when you locate the nearest Patient Service Center.

It depends on the test. In general, overnight fasting is necessary when having any labs which include glucose (blood sugar), cholesterol, and triglyceride levels. If your particular order has tests that require fasting, we’ll let you know in the email you receiver after your order has been approved.

To fast, you shouldn’t eat or drink anything (except water) for at least 8 hours before submitting a blood or urine sample – typically after midnight before your test. That way you can make an early morning appointment to avoid being hungry, then have a hearty breakfast after you finish giving a sample!

YOUR TEST RESULTS

Most routine labs are complete within 24 hours after receiving the specimen. In some cases the results may be delayed however; sometimes by up to a week.

As soon as your results come in, our Reviewing Physician will review them, sign them, and authorize them to become part of your personal online medical record. After that, you can access you result 24/7 on the web! If there’s a delay or if you have any questions, feel free to contact us.

Every Health eLabs patient’s lab test results are uploaded to a free, secure, online personal medical record. After you place an order you’ll receive an email with detailed instructions on how to set up and access your online personal medical record, where you can view, download, or print your results 24 hours a day, 7 days a week.

If you prefer, upon request we can mail, fax, or email (through our HIPAA compliant email provider) your results to you instead at no additional charge.

Yes. All test results include the normal reference ranges, and any abnormal values which lie outside the range of normal are highlighted and marked with an “H” (for too High) or “L” (for too Low).

Health eLabs provides a brief description of each lab test that it offers. For more in-depth explanation of test results and what they can mean, there are several online resources including labtestsonline.org, that can help you better understand each test’s meaning.

Of course, we recommend that if you have questions regarding your lab test results you should follow up with your primary care doctor or another licensed physician.

Please note that the Health eLabs staff does not provide any medical advice, diagnosis, or treatment opinions.

We deal directly and confidentially with you, and you only. If you prefer we can send a copy of your results directly to your physician’s office, but first you will have to give us authorization to do so by filling out, signing, and returning a HIPAA release of information form (additional fees apply).

We have partnered with leading national laboratories that are fully accredited and licensed, and already used by thousands of other health care providers nationwide.

Health eLabs is dedicated to quality and recognizes the importance of being diligent regarding the outcome of lab tests, and what they might mean for each individual patient.

To accomplish this, our Reviewing Physician checks every single lab test result before signing and then uploading them to the online personal medical record. Health eLabs also sends a secure, follow up message through the online personal medical record for every order processed. This message has information about any abnormal test results, and what – if any – steps are recommended next.

In cases where lab values are significantly abnormal or reach a critical level, you will be notified immediately with further instructions about whether to schedule an appointment with your doctor to review the results, or if you need a more urgent or emergency evaluation for further testing, diagnosis, and possible treatment.

Yes. All lab results are subject to HIPAA laws regarding patient privacy, which means that Health eLabs cannot divulge your information unless you specify otherwise, with a signed HIPAA consent. We do not submit anything on your behalf to your health insurance company.