The Patient Experience

What happens when you submit an order?

Our goal is to support you from when you submit an order, all the way to when results are in. Here’s what goes on behind the scenes, so you know your patient is taken care of.

When you place the order

Your patient gets an email from us.

We introduce ourselves as an extension of your team, that is here to help with everything lab test-related. Patients have the option to pay using Credit, Debit, HSA, FSA, or a 3-Month Payment Plan.

Email
Patient's Payment Page
Email
Patient's Requisition Information Page
New ⚡️

We can text patients their order!

Texting patients their order leads to 15% higher conversion in payment. Get your patients to complete their tests sooner.

Learn more

Up to 7 days after order placed

We follow up if the patient hasn't moved forward.

We give your patient the option to pause their order for now, or cancel.

Email
Email

Within 24 hours of payment

We notify your patient when their order has been shipped.

Tests are drop-shipped directly to the patient to an address they choose.

See shipping times per lab

2 days after the kits ship

We send your patient testing FAQs and instructions.

If you gave us special instructions when you placed the order, those will be included.

Email

Phlebotomy

We send your patients resources to help them understand their phlebotomy options.

📦
Your patient receives a kit that they’ll need to bring to the blood draw.
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There’s usually an additional cost that is paid directly to the phlebotomist.
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By default, we direct your patients to the lab company’s contracted phlebotomists. Most labs have options for in-person and mobile.
Contact phlebotomists by lab

Sample Requisitions

We help your patient fill out their requisitions.

We send your patient sample requisition forms with step-by-step instructions.

See all our sample requisition forms

2 weeks into the process

We check in to see how their sample collection is going.

We make sure your patient was able to submit their sample, or see if there’s any questions we can still answer.

Check in Form

When results are in

You’re notified via email.

Results come into the Rupa Health portal, where you can then mark them as reviewed or schedule a clinical consult with the lab. We don't send results directly to your patient.

Email

If your patient has questions along the way, we guide them to the right resources.

Patients can access our resource library or reach out to us at support@rupahealth.com.

For clinical questions, we recommend your patients contact the lab directly.

Visit Patient Support Center
Patient Help Center

Have any questions?

Don't hesitate to reach out.