Digital Diagnostics Operations

Operational Support for Digital Diagnostics & At-Home Testing

Digital diagnostics require clear guidance, logistical precision, and compassionate support at every step.

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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.

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:

01. Logistics & Order Support

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

Includes:

"Where Is My Order" (WISMO) inquiry managementKit registration assistance and troubleshootingLost or damaged kit replacement coordinationAddress verification and shipping logistics supportInventory level monitoring and alerts

Logistics & Order Support for Digital Diagnostics

02. 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)Clarifying complex instruction manuals for patientsSample validity checks and registration confirmationPre-test compliance reminders (fasting, timing, etc.)Digital intake & health history collection

Clinical Guidance & Sample Collection for Digital Diagnostics

03. Results Coordination & Revenue Cycle

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

Includes:

Insurance eligibility & benefits verification for diagnosticsPrior authorization for genetic/specialized testingCompassionate outbound calls for results notification (Protocol-based)Care coordination for positive result follow-upsDenial management and patient billing support

Results Coordination & Revenue Cycle for Digital Diagnostics

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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.

Ready to optimize your testing operations?

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

Talk to the HX Team