Support Center

FAQ

We answer the most common questions we get from practitioners.

How it Works

How does Rupa Health work?

Rupa is one centralized platform where practitioners can order from 30+ labs all in one place. Our goal is simple: we believe by creating a single place for practitioners to order, track and learn about labs, you can transform your practice. Rupa streamlines the lab ordering workflows for clinics of all sizes, from solo providers to large multi-practitioner clinics. On average, your team can expect to save over 15+ hours in admin work each week.

Once you place an order, we handle the rest. Kits are drop-shipped directly to your patients as we guide them through collection instructions, requisition forms, phlebotomy options, and more. Our patient experience was designed so practitioners can spend time on what matters most: direct patient care and growing your business. When results are available, you will be notified by email and all test results will be easily accessible to your team from one dashboard.

Best of all, Rupa is free for our practitioners to use, with no membership or subscription costs and the same low pricing as the labs.

To learn more, you can:

Which labs can I order through Rupa?

Our catalog includes speciality testing, basic bloodwork and genetics from over 30+ CLIA certified labs listed below. See our lab test catalog for a complete list of tests offered with pricing. You can view your personalized list of labs you can order from based on your license and state right in your Rupa dashboard.

3X4 Genetics
Access Medical Laboratories
Alletess Medical Laboratory
Ayumetrix
BioReference Laboratories
BostonHeart Diagnostics
Cell Science Systems
Commonwealth Diagnostics International, Inc.
Cyrex Laboratories
DNA RX
Diagnostic Solutions
Doctor's Data
ELISA / ACT Biotechnologies
Gemelli Biotech
Genova Diagnostics
Great Plains Laboratory
IGeneX Inc.
Immunosciences Lab, Inc.
Infinite Allergy Labs
KBMO Diagnostics
Microbiome Labs
Precision Analytical (DUTCH)
Precision Point (Dunwoody)
Quicksilver Scientific
RealTime Laboratories
Sanesco & NeuroLab
SpectraCell Laboratories
TruDiagnostic
US BioTek
Vibrant America
Vibrant Wellness
ZRT
dnalife®

What if I use other labs not in your catalog?

We want to know the labs you love and use! Our lab catalog is constantly growing to meet the needs of our practitioners. That said, many practitioners find Rupa Health extremely convenient and useful even if we don't have every single lab you use. Oftentimes, we can suggest a similar test from a different lab company.  If there’s a lab you would like to see us partner with or you want recommendations for a similar test, message us in the portal!

What EMR / EHR systems do you integrate with?

Currently, we integrate with Practice Better, Elation and OptiMantra. These EMR connections will automatically input results into your EMR testing section when they become available! You will still place the test orders as usual in your Rupa portal. We're actively integrating with more EMR / EHR systems and it’s helpful for us to know which ones our practitioners use. If you would like to see us integrate with your EMR / EHR system of choice, please tell us here!

What if I keep kits in my office?

If you prefer to keep lab kits in your office, you can continue to do so with Rupa! We offer in-office kits for the following labs: DUTCH, Diagnostic Solutions, Alletess, Spectracell, US Biotek, and Boston Heart. If you would like to see other labs available, please message our team. Read more about how to request in-office kits and watch a quick tutorial video here!

How do I get results?

We notify you be email every time a result comes in and all results will be available in your Rupa dashboard. From your dashboard, you’ll be able to download a PDF of the results, request a clinical consult directly with the lab at no charge or mark the results as reviewed. By default, we don’t send results to your patients until you decide you are ready to release them directly from your practitioner dashboard.

Getting Started with Rupa

What's the best way for me to get started?

Sign-up is free and takes less than 1 minute! Both clinical team members or staff admin can create a Rupa account. After you create the account, you are ready to start ordering from over 30+ labs! A Rupa Guide will also reach out to you by phone and email to make sure all your questions are answered.
Questions before you sign-up?  Join one of our Live Weekly Group Demos to learn more or schedule a quick call with a Rupa Rep.

Do I need to have existing accounts with these labs before signing up?

No, you don’t need to have existing accounts with any of our partner labs! When you start ordering through Rupa, we automatically set these up for you so that you can begin ordering immediately.

What happens if I already have existing accounts directly with the labs?

Even if you have existing accounts with the labs, you can still begin ordering immediately through Rupa! There will be no change to your existing lab accounts or additional steps you need to take. You can simply begin ordering directly through Rupa to make the transition. Results will no longer come to your individual lab accounts, but will be available in your centralized practitioner dashboard.

Can I create a clinic account for my admins, staff members and other practitioners?

Yes! You can invite both staff admin and other practitioners to share your clinic account directly from Settings. Simply click “Invite a Team Member” and enter their name and email. Each person will have their own separate Rupa login but come to the same clinic dashboard, so you can easily collaborate and view patient results across practitioners. Your team's Rupa Guide will be happy to talk about other ways we can customize your clinic account!

Can admin staff members complete orders on a practitioner’s behalf?

Yes! Admin staff members can complete orders on a practitioner’s behalf simply by choosing that practitioner’s name in the ordering screen.

The Patient Experience

What is the patient experience like?

As an extension of your care team, Rupa is here to ensure all of your patients have the best possible experience with lab testing. Root cause medicine is personalized, and so is our patient experience! After you submit your order, our support team of real humans is here to guide your patients to the finish line. Our team checks in with your patient via email at these touch points:

  • When you place the order
  • When the kits have shipped
  • When we send personalized testing instructions and phlebotomy options
  • At the 2-week mark to make sure testing went smoothly

Want to know exactly what we send to patients? You can see our full patient experience here!

What kinds of questions does the Rupa Patient Support Team handle?

Our knowledgable patient support team is available to answer questions your patients have around:

  • Testing instructions
  • Collection issues
  • Requisition forms
  • Finding phlebotomy options
  • Shipment tracking
  • Specimen issues and recollection
  • Superbills

Patients can reply to any of the emails we send them or reach out to us directly at support@rupahealth.com

How does finding a blood draw work?

Rupa makes finding phlebotomy easy! When you order tests that require a blood draw, our team will automatically send your patient local options based on their zip code. We try to include both mobile phlebotomy and walk-in lab options. In your patient's personalized instructions email, we’ll let them know the name, address and estimated cost of the phlebotomist, for them to schedule directly.

Patients will then bring their test kit, which includes all necessary tubes and return packaging, with them to the phlebotomist. Want to see the phlebotomists in our directory? You can now search our phlebotomy map by zip code!

If you already have a local phlebotomist you would like to continue to use or if you do blood draws in-house, you can always set a preferred phlebotomist in your settings. In this case, the patient will receive instructions to go to your preferred phlebotomist instead of our directory.

You can read more about how Rupa helps find phlebotomy options here.

Do you help patients throughout the process?

Yes, absolutely! We actually send your patients cheat sheets, sample requisitions and customized phlebotomy options and instructions to guide them through the process of collecting their sample. We also have an entire Patient Help Center that answers commonly asked questions. You can read about our patient experience here.

What happens if there are issues with the labs or a patient needs to re-collect?

We maintain contact with labs throughout the process. If there are Specimen Issues with your patient’s sample, the lab will contact us. We resolve these between the lab and the patient and message you about the resolution. If a recollection kit is needed, our team will send your patient a new kit, free of charge.

Do you nudge patients to complete their tests in a timely way?

We know timely completion of testing leads to faster follow-up care! This is why we created an automated sequence of reminder emails to check in with your patient at regular two week intervals, to see if they are on course to follow through with testing or have any questions. Your team can now also resend these testing reminder emails directly from your practitioner dashboard!

How can I see what emails you send to my patient or resend them?

You can view the history of emails we’ve sent to your patient right from your practitioner dashboard by clicking on “Order Details” next to any patient. Under Order Events you’ll be able to view when your patient paid for their order and all emails we have sent including instructions and reminders. You’ll even have the ability to resend the instructions email, reminders or request a re-collection from this dashboard!

Can patients have access to results?

By default, we don't send results directly to your patient. However, you can choose to release results to patients with one click from your Rupa portal. Your patient will then be emailed a HIPAA secure link to access their results. See how to do this here.

What are the customer service hours?

Our customer service hours are Monday - Friday 6am-5pm PST. We do our best to respond to all inquiries within 1 business day.

Practitioners: You can reach us the fastest by messaging us in the portal
Patients: You can reach us at support@rupahealth.com

Pricing and Payment

How does Rupa Health’s pricing work?

Rupa offers the lowest practitioner price available for all the lab tests in our catalog. You can view the pricing in our catalog here! We extend the wholesale price to your patients, along with a 7% processing fee (which covers all the admin support we provide to your practice). Rupa is free for our practitioners to use, with no other membership or subscription costs.

What payment options do you offer for patients?

We believe root cause medicine should be accessible and our patient payment options can help make testing more affordable. Patients can pay for their lab testing using the following methods:

  • Credit or Debit
  • Flexible Savings Accounts (FSA)
  • Health Spending Accounts (HSA)
  • 3-Month Payment Plans with no pre-approval

What billing options are available?

No matter which of our billing options you choose below, all patients receive the same level of exceptional support!

Patient Pay: Our default billing method is to bill your patients directly for lab testing at the wholesale cost. The majority of our practitioners choose this option.

Practitioner Pay: Choose to pay upfront for testing and bill your patients separately, with no pricing information disclosed to patients.

Custom Fee: Add any additional services as a separate line such as a lab interpretation or phlebotomy fee. Then Rupa will bill your patient directly for the cost of testing + your custom fee. Turn this feature on directly in your Clinic Settings!

As a practitioner, how do I pay for the test myself and charge my patients separately?

You can choose to pay for the tests upfront with one click in the ordering screen. Your patients will still get an email about the order, but the email will not include any of the billing details. You can then charge your patients separately, allowing you to include any interpretation or follow-up fees.

As a practitioner, can I add an additional line item to my Rupa order?

Yes! We know billing can be time-consuming, which is why we’ve made it easier for you to add a custom fee to your Rupa orders. Now we can bill your patients directly for the cost of testing plus your additional line item, such as a lab interpretation or phlebotomy fee. Turn this feature on for your clinic in Settings and we’ll walk you through a 2-min process to connect a Stripe account for payouts. Once you set your clinic’s default custom fee name and amount, your team will have the ability to edit the name and amount on each individual order.

Do you accept insurance?

Right now, Rupa is cash-pay only for all lab tests except stool tests from Diagnostic Solutions; which you can order through Medicare if the ordering physician is PECOS certified for Part B Medicare Claims. However, patients will receive a pre-filled Superbill along with an itemized receipt for every eligible patient pay order. We’re hoping to make navigating insurance a bit easier for you and your patient.

Do you help patients navigate insurance reimbursement?

For cash-pay labs, we allow patients to pay for their order using HSA, FSA, or payment plans. For eligible patient pay orders, patients will also receive downloadable, pre-filled Superbills along with an itemized receipt for every order. Our team is happy to help provide additional support as needed and our Superbill template is always available for patients to fill out and submit to insurance. If patients wish to pursue insurance coverage retroactively, our team is happy to help provide the necessary codes and our superbill template for them to fill out and submit. In the ordering screen, you can always add ICD-10 codes to your order right from our searchable database. If you have not already provided codes and your patient requests the information, our team will direct patients to reach out to you directly for these code(s). Rupa cannot provide these for any order.

What is your return policy for kits?

We accept returns for most lab tests within 365 days of payment. Please see our return policy for more details.

Have any questions?

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