Digital Diagnostics Operations

Operational Support for Digital Diagnostics & At-Home Testing

Digital diagnostics require clear guidance, logistical precision, and compassionate support at every step. Horatio HX provides the operational infrastructure to manage orders, assist patients through sample collection, ensure sample validity, and deliver sensitive results with speed and empathy.

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Operational strength designed for the realities of virtual care.

Digital diagnostics operational challenges

Your Challenges

Logistical Chaos: High operational costs driven by "Where is my kit?" inquiries and shipping delays.
High Sample Rejection Rates: Revenue loss caused by user error during sample collection or improper kit registration.
Reimbursement Confusion: Complex insurance verification processes to determine coverage for specific diagnostic tests.
Patient Anxiety: Users testing for sensitive conditions (STIs, fertility, genomics) require high-discretion, empathetic guidance.
Fragmented Data: Disconnects between the lab, the logistics provider, and the patient portal.

How HX Helps

Logistics-Integrated Support: Teams trained to track shipments, handle replacements, and resolve delivery issues instantly.
Video-Guided Collection Support: Empathetic agents who guide patients through testing to reduce user error and anxiety.
Specialized RCM Teams: Experts in diagnostic reimbursement, prior authorizations, and lab billing.
HIPAA-Compliant Discretion: Secure, private communication channels for sensitive health data.

Success in digital diagnostics relies on a seamless loop from order to result. HX ensures that everything from logistics to collection and results delivery is supported by a unified, human-centered team.

Services Created to Meet Your Needs

HX adapts its capabilities to the unique logistics and clinical needs of at-home testing providers. Here's how we help:

Logistics & Order Support

Reduce friction in the supply chain and ensure kits reach patients on time.

Includes:

"Where Is My Order" (WISMO) inquiry management

Track and resolve order status inquiries quickly and accurately.

Kit registration assistance and troubleshooting

Help patients register their kits correctly to link data to the lab.

Lost or damaged kit replacement coordination

Streamlined replacement process for missing or damaged test kits.

Address verification and shipping logistics support

Ensure accurate delivery addresses and coordinate shipping logistics.

Inventory level monitoring and alerts

Proactive monitoring to prevent stockouts and delivery delays.

Clinical Guidance & Sample Collection

Lower sample rejection rates and comfort anxious patients during the testing process.

Includes:

Video-guided sample collection support (Real-time walkthroughs)

Empathetic agents guide patients through testing to reduce user error.

Clarifying complex instruction manuals for patients

Clear, patient-friendly explanations of testing procedures.

Sample validity checks and registration confirmation

Verify samples are properly collected and registered before processing.

Pre-test compliance reminders (fasting, timing, etc.)

Automated reminders to ensure patients follow pre-test requirements.

Digital intake & health history collection

Secure collection of patient health information and history.

Results Coordination & Revenue Cycle

Streamline the financial process and deliver results with the appropriate care.

Includes:

Insurance eligibility & benefits verification for diagnostics

Confirm coverage and patient financial responsibility for diagnostic tests.

Prior authorization for genetic/specialized testing

Manage PA workflows to reduce delays and ensure coverage.

Compassionate outbound calls for results notification (Protocol-based)

Sensitive, protocol-based delivery of test results with appropriate care.

Care coordination for positive result follow-ups

Support patients with positive results through next steps and care coordination.

Denial management and patient billing support

Resolve billing issues and manage claim denials effectively.

Explore All HX Services

The Full Lifecycle Approach

Supporting every step of the test lifecycle. Unlike standard care, at-home testing has multiple points of failure, and we protect them all.

The Order

We verify insurance and confirm addresses to prevent shipping errors.

The Arrival

We help patients register their kits immediately to link data to the lab.

The Collection

We provide human reassurance to ensure the sample is viable.

The Result

We ensure the final report is delivered securely, privately, and paid for.

Why we are the right partner

HX Is the Right Partner for You

Empathy for Sensitive Topics

Agents trained to handle testing and product inquiries with an absolute lack of judgment.

HX provides the end-to-end support diagnostic companies need to ensure every test kit leads to a timely and accurate health result.

Ready to optimize your testing operations?

Let's build a workflow that reduces error rates and improves patient experience.

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