Service updates and exam options

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ExamOne service updates

We are monitoring the novel coronavirus (COVID-19), situation closely, and are following all CDC and state guidelines regarding PPE, quarantine precautions with any potential exposures, etc. Our mobile examiners are considered essential health care workers and the Quest Patient Service Centers (PSCs) are considered health care essential businesses. We will continue to accommodate applicants to the best of our ability; however, quarantine requirements and precautions may impact our collection network. We are monitoring our network availability and scheduling/completion turn-around-time and will post a notice when any availability or delays exceed 5-10% deviation from average in a specific geographic location.

Client Solutions Group (CSG)

Due to the ongoing pandemic, much of our customer service team is working from home. In October we were able to expand our team by hiring several new individuals. They have been trained and are now on the phone assisting our clients and applicants and we are seeing improvements in average speed of answer and reductions in hold times.  

Helpful tip: If you are calling to check the status of an order or place a new order, you can do so any time by logging in to the ExamOne portal. Please contact StrategicSales@ExamOne.com to create an account.

Standard business hours:
Monday – Friday: 7:00 a.m. to 6:00 p.m. CT.
Saturday: Closed

Upcoming holiday hours:
Thanksgiving: Closed
Day after Thanksgiving (Friday 11/27): Limited staff will be checking emails. Phones will not be monitored this day.

Christmas Eve: 8:00 a.m. to 3:00 p.m. CT
Christmas Day: Closed

New Year’s Eve: 7:00 a.m. to 6:00 p.m. CT
New Year’s Day: Closed 

Providing options for exam locations

Due to the ongoing COVID-19 pandemic, we have experienced some limited examiner availability throughout the country. We are currently working to onboard employees to fill these open positions.

Exam center availability

We are processing examinations in the available Quest Patient Service Centers (PSC) across the United States. Applicants are required to wear face masks for Quest PSC appointments.

Mobile examination availability

Mobile examinations are available nationwide for applicants who are interested and who have passed the precautionary screening questions prior to the exam date and time. We recommend applicants wear a face mask during an in-home appointment. If state or local authorities require facial protection, applicants will be required to wear a face mask during an in-home appointment.

Please continue to contact your local branch office for coverage inquires.

Collections for ExamOne’s Health and Life Sciences and non-life insurance clients and patients are deemed a “medical necessity” and are still being performed.

Teleunderwriting

Several new interview training classes were successfully completed mid-October. Five more training classes are scheduled throughout November. While our volume remains high, we are working on transitioning other employees with ExamOne to assist with these high volumes. Hold times may be up to 7 minutes, but a return call will be made.

Helpful tip: Please have applicants use the insurance company’s dedicated phone line when calling in to complete their interview. To obtain your company’s dedicated phone number, please contact your sales representative.

Standard business hours:
Monday – Thursday: 7:00 a.m. to 11 p.m. CT
Friday: 7:00 a.m. to 9:30 p.m. CT  
Saturday: 8:00 a.m. to 4:30 p.m. CST

Upcoming holiday hours:
Thanksgiving: Closed
Day after Thanksgiving (Friday 11/27): 8:00 a.m. to 5:00 p.m. CT
Saturday 11/28: 8:00 a.m. to 4:30 p.m. CST

Christmas Eve:  8:00 a.m. to 5:00 p.m. CT
Christmas Day: Closed
Day after Christmas (Saturday 12/26): 8:00 a.m. to 4:30 p.m. CST

New Year’s Eve: 8:00 a.m. to 5:00 p.m. CT
New Year’s Day: Closed
Day after New Year’s (Saturday 1/2): 8:00 a.m. to 4:30 p.m. CST

APS

There are delays in orders on the West Coast due to the wildfires and in the Southeast due to multiple tropical storms and hurricanes. Many offices were closed during these times and are backlogged as a result.

We are also experiencing delays due to medical facilities shutting down or reducing staff due to COVID-19. For the facilities that were shut down earlier in the year, they are reopening but are backlogged due to increased orders and limited staff.

Standard business hours:
Monday – Friday: 7:30 a.m. to 5:00 p.m. CT  
Saturday: Closed

Upcoming holiday hours:
Thanksgiving: Closed
Day after Thanksgiving (Friday 11/27): 7:30 a.m. to 5:00 p.m. CT
Saturday 11/28: Closed

Christmas Eve:  7:30 a.m. to 5:00 p.m. CT
Christmas Day: Closed
Day after Christmas (Saturday 12/26): Closed

New Year’s Eve: 7:30 a.m. to 5:00 p.m. CT
New Year’s Day: Closed
Day after New Year’s (Saturday 1/2): Closed

Contact information
Phone: 1.888.521.2004
Fax: 1.888.368.9545
Email:   APSinfo@ExamOne.com

Contact us

Please continue to contact your local branch for service inquires and a staff member will get back to you as soon as possible.

If you have any questions specific to your line of business, please contact your Strategic Account Executive or Regional Account Manager.

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