Physician FAQs

TABLE OF CONTENTS

• Labs & Test Results
• Subscription Management
• Inbox & Messaging
• Medication Access
• Adverse Events
• Referrals
• Eligibility & Onboarding

Labs & Test Results

• When am I responsible for reviewing labs?
  Providers should review and acknowledge labs within 24 hours of resulting. If the result is critical, it must be acknowledged immediately.
• How do I get notified of lab results?
  Notifications will come via Quest or directly within the EMR.
• Can I review results later (e.g., 2 days after they return)?
  Immediate review is best, but review within 24 hours is acceptable for non-critical labs.
• What is my responsibility in notifying patients of their results?
  Providers must notify patients in a timely manner — usually within 24–48 hours of results. For non-critical labs on weekends, flexibility is acceptable.
• What if I cannot reach the patient?
  Document all outreach attempts. Documentation fulfills your responsibility.
• What if I cannot contact a patient with critical results?
  Document attempts and recommended next steps (e.g., advising ER evaluation). This fulfills provider responsibility.

Subscription Management

• Can I pause my provider subscription if I still have pending labs or results?
  Yes. You may pause at any time. While paused, you will not see new patients, but you remain responsible for any orders (labs, prescriptions, etc.) you placed for existing patients.

Inbox & Messaging

• Is there a feature to message patients?
  Yes, patients can message through the platform.
• Do patients have unlimited messaging?
  No. Messaging is generally routed through support and intended for follow-up, not unlimited access.
• Who covers my inbox if I am away or paused?
  Providers are responsible for their own patients. If stepping away, advise patients to follow up with their PCP.
• Is inbox communication billable?
  No. Inbox care is not billable. If patients have new concerns, direct them to schedule a telehealth visit.
• Can another provider handle the visit if the patient books?
  Yes. Another provider can see the patient, though continuity is best if they follow up with you.

Medication Access

• Do providers encounter prior authorization (PA) issues?
  Not usually. If needed, PAs are routed through support channels.

Adverse Events

• Can patients message me about adverse reactions?
  Yes, via support channels. Always instruct patients to seek in-person or emergency care if reactions are potentially serious.
• If my subscription is paused, can patients still message me?
  No. Patients cannot message you directly once paused. Best practice: advise patients ahead of time on how to follow up.
• Am I responsible if I receive an emergency message late?
  No. Patients are instructed to seek emergency care (911 or ER) for urgent issues. Providers are responsible for timely review only when logged in and active.

Referrals

• Is there a referral system to specialists?
  You may recommend patients see a specialist and provide documentation or a prescription slip to support the referral.

Eligibility & Onboarding

• Can fellows/residents without a full medical license participate?
  No. A valid full state medical license is required. Training licenses are not sufficient.
• Can I begin onboarding before licensure?
  You may start once you hold a full state medical license. Fellows/residents or recent graduates may join once fully licensed.
  
  

Many of the above reflect the standard of care across healthcare.