This article outlines the new process for submitting lab orders digitally through Canvas Medical in the app for members who consent to this option during onboarding.
🚀 Key Change Summary
Vida now has the capability to submit lab orders digitally to LabCorp for members who provide consent for digital ordering during onboarding.
| Process | New Digital Way |
|---|---|
| Lab Submission | Digital order submitted directly to LabCorp via Canvas Medical. |
| Lab Network | LabCorp Only (for digital submission). |
| PDF Order | Still generated and available in Documents. |
🎯 Agent Guidance: Digital Lab Order Flow
If a member has consented to digital lab orders, the following process takes place:
1. Digital Submission (Automatic)
When the provider submits the lab order, the system automatically sends the order digitally to LabCorp.
2. Member Communication
The member receives new, automated communications, which agents should be aware of:
| Channel | Message | Agent Relevance |
|---|---|---|
| Push Notification |
Title: Your lab order is ready. Message: Hi [Member Name] We’ve sent your lab order to Labcorp! Tap for next steps 👆 |
Agents can verify what the member's push notification will say when sent from the app. |
| Chat Message |
Hi [Member Name]
Great news! We’ve sent your lab order to Labcorp. Next steps: Set up a time to get your labs done at any [Labcorp location](Find a Labcorp Near You: Make an Appointment for Bloodwork and Drug Testing ). No need to print your lab order. Just show up at your appointment time and give them your name. |
This is the official guidance for the member. They just need to show up and give their name. |
Member at the Lab: Missing Order If a member is physically at the lab and the facility cannot find their order (and it is not in the "Documents" section of the app):
Verify Submission: First, ask the member to confirm they received a chat message explicitly stating their "digital lab order has been submitted."
Create JIRA Ticket: If they received confirmation but the order is missing, create a JIRA ticket immediately.
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Slack Tier 3 Manual Ops Agents (Urgent): Since JIRA is checked periodically, you must also send a Slack message to Jennie Le, Olivia Acosta, or Cristina Grim.
❓ Common Agent Questions
Q: When will the member get their lab results and where can they find them?
A: LabCorp typically processes routine tests and makes them available within 24-72 hours of the blood draw.
Your lab results will be available in your “My Documents” section in Settings within the app. You will receive a notification through chat when new results are ready for your review.
Q: What if the member wants to go to a lab other than LabCorp?
A: The digital submission is LabCorp only. If the member wants to go to a different lab (e.g., Quest Diagnostics), they can still:
View and print their lab order PDF.
The PDF order is always available in their Documents section:
Q: Does the member still need to print the PDF if they go to LabCorp?
A: No. If they go to a LabCorp location, they simply need to show up at their appointment time and give their name. The digital order is already on file.
Q: How do we know if a member consented to digital ordering?
A: Consent is captured during onboarding. This information will be visible to the provider/care team to trigger the digital submission.
Q: What if a member wants to change their consent status for digital lab ordering?
A: The Member Services Agent cannot directly change a member's digital lab ordering consent status. This requires an escalation to ProdOps via a Jira ticket. Please follow the steps outlined here: Member Services JIRA Ticket Creation.
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