SMARTLabSM
frequently asked questions
The following section is designed to answer some of the most commonly asked questions. Please email or call us with any additional questions you may about how a SMARTLab SM could benefit your practice.
Personnel
What if the medical technologist quits/calls in sick?
What if there is an accident in the lab? Who is responsible? How does this affect OSHA rules?
Lab Test Quality
What if the providers do not believe or disagree with the test result?
Lab Operation
Do you provide an EMR interface?
How does the practice retrieve lab results if POLESTAR personnel are not present?
How is POLESTAR handling the HIPAA issue?
Is it possible to perform STAT CBCs or waived testing when POLESTAR personnel are not present?
What if the instruments break down? How is service handled?
What if the lab product expires?
What if we fail/have deficiencies with lab inspections?
Who will be inspecting? State? Federal?
Billing
What if I disagree with POLESTAR’s Fee per Test invoicing?
What if the practice doesn’t get reimbursed?
What percentage of profits does POLESTAR receive?
Personnel Q. What if the medical technologist quits/calls in sick? A. The Clinical Operations Manager handles all personnel issues. It is their responsibility to make sure the practice gets uninterrupted test results by substituting in a floater technologist to cover any time the regular technologist is out. back to the top Q. What if there is an accident in the lab? Who is responsible? How does this affect OSHA rules? A. POLESTAR’s personnel are covered under POLESTAR’s insurance policy. Polestar is responsible for OSHA policies in the laboratory and for education of their personnel. Polestar is not responsible for the OSHA responsibilities of the practice. back to the top
Lab Test Quality Q. What if the providers do not believe or disagree with the test result? A. The medical technologist will explain the procedures used. If necessary, a repeat will be performed, but the practice will only be charged for the one result. If necessary, the sample will be sent to either a different POLESTAR laboratory and/or an independent laboratory for verification. The practice is not charged for the evaluation samples sent out. back to the top
Lab Operation Q. Do you provide an EMR interface? A. An interface in between the LIS and the EMR system is possible, but at additional cost. This would require customized programming for both the LIS and the EMR, and usually runs $5,000 - $10,000. back to the top Q. How does the practice retrieve lab results if POLESTAR personnel are not present? A. Refer to the printed reports. The Laboratory Director will be trained on retrieving information from the Laboratory Information System (LIS). MedNexys is also available for an additional fee. This allows providers to retrieve lab results from any internet enabled computer. back to the top Q. How is POLESTAR handling the HIPAA issue? A. POLESTAR is HIPAA compliant, and is considered a business associate with SMARTLab customers. back to the top Q. Is it possible to perform STAT CBCs or waived testing when POLESTAR personnel are not present? A. POLESTAR is willing to train practice personnel to perform STAT CBC tests. The practice is free to perform the waived tests on their own at any time. back to the top Q. What if the instruments break down? How is service handled? A. The medical technologist has one phone number to call for any service issues in the lab. The Call Center is staffed M-F from 6 a.m. – 4:30 p.m. PST. If the problem cannot be resolved with troubleshooting over the phone, then a Field Service Engineer is dispatched. The goal is less than 48 hours downtime. back to the top Q. What if the lab product expires? A. It is POLESTAR’s responsibility to manage the inventory. The practice is not charged for any product (including freight) until a patient reportable result is given to the provider. back to the top Q. What if we fail/have deficiencies with lab inspections? A. The Clinical Operations Manager will inform the laboratory director, and in consultation with the lab director, correct the deficiencies and file the appropriate paperwork with the inspecting agency. back to the top Q. Who will be inspecting? State? Federal? A. POLESTAR typically uses COLA as the accrediting agency. COLA is deemed by CMS to serve in its capacity to enforce CLIA. Certain states require state certification as well. POLESTAR will always adhere to all applicable state and federal regulations concerning laboratory certification. back to the top
Billing Q. What if I disagree with POLESTAR’s Fee per Test invoicing? A. The twice-monthly bill includes a test summary page by doctor, and the detailed information by patient, in order of succession number. back to the top Q. What if the practice doesn’t get reimbursed? A. Our reimbursement consultants are just a phone call away to help resolve any lab billing issues. They will perform a site visit with the staff before the first test is even run to properly educate all necessary parties on correct coding and billing procedures. About six months into the new SMARTLab operation, they will come back to verify maximum reimbursement is occurring. back to the top Q. What percentage of profits does POLESTAR receive? A. POLESTAR does not take any percentage of receivables. The Fee per Test is based on POLESTAR’s cost to provide that service to the practice, not on any type of reimbursement. back to the top
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