Service updates and exam options
Committed to supporting our clients’ needs
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 healthcare 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.
95% of our customer service workforce remains working from home. This has caused some delays in our ability to answer and make outbound calls due to the re-routing of the phone lines. To help better serve our clients, ExamOne’s Customer Service Group call center has expanded its hours of operations from 7:00 a.m. – 6:00 p.m. CT.
Use our convenient ExamOne portal for self-service status checks and placing orders.
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.
Training classes are underway for new hires in our telephone interview team, but there are still some delays. Our team is currently working overtime and working Saturdays to eliminate the current backlog. We recommend applicants use the insurance company’s dedicated phone line when calling in to complete their interview. Hold times may be up to 7 minutes, but a return call will be made within 24 hours.
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.
If you need to reach out to our dedicated APS team, they are available Monday – Friday from 7:30 AM to 5:30 PM (CST).
Phone: (888) 521-2004
Fax: (888) 368-9545
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.