Applies to: Labcorp, Quest, and other direct lab integrations in OptiMantra
In This Article
- "Please Activate Your Account" error when sending or receiving orders or lab account not showing in requisition
- "This user is not set up for this interface" error
- The lab says they are not receiving my test orders
- "Insurance information is not complete, please make sure - 1. Insurance tab is completed on patient profile. 2. Address of the Insurance company is either completed on the insurance tab (payer details) or is created as a Contact" error when sending an order
- I have custom panels or lab orders that are not showing up in search
- Results are not appearing for certain patients
- I am receiving too many notifications or duplicate results for the same order
- Can I send orders through Rupa Health or Evexia?
Common Issues
1. "Please Activate Your Account" error when sending or receiving orders or lab account not showing in requisition
Accounts will only show if your direct integration is completed. If you have an active direct integration, only ordering practitioners with NPIs entered under Settings > Business > Provider Settings are able to send orders electronically. When placing an order, you must select that practitioner from the dropdown that appears after clicking the Lab/Diagnostics button in the Actions menu. If you are a practitioner who has an active lab integration and the NPI settings are in place, we may need to add you. Please raise a ticket and request to be added.
2. "This user is not set up for this interface" error
This error appears in Clinical Exchange, which is not how your lab integration is configured. You need to follow the direct integration process outlined in your training materials rather than using Clinical Exchange.
3. The lab says they are not receiving my test orders
To transmit the electronic requisition, you must click the Save & Send Order button at the bottom of the requisition form. If the order is not sending, try changing the payer to something other than Insurance (this is required when no insurance is on file in the patient's demographics).
📹 Watch this section of the training video for a walkthrough
4. "Insurance information is not complete, please make sure - 1. Insurance tab is completed on patient profile. 2. Address of the Insurance company is either completed on the insurance tab (payer details) or is created as a Contact" error when sending an order
As the error indicates, you are trying to send an order with Insurance selected as the Payer in the requisition. If you are not asking the lab to submit this to insurance, you can choose another payer. If you are sending the insurance information, you need to populate the patient's insurance information specified in the Insurance tab of the patient's profile.
5. I have custom panels or lab orders that are not showing up in search
You can build panels and custom orders using lab templates inside OptiMantra.
6. Results are not appearing for certain patients
This is the most common lab results issue and is almost always caused by a mismatch between the patient's information in OptiMantra and the information on file with the lab. Please verify the following match exactly:
- Practitioner NPI exists in Settings > Business> Provider Settings
- Patient First, last name( check for extra spaces, abbreviations, or hyphenation differences)
- Patient Date of birth
If any of these fields differ between the two systems, results will not route correctly to the patient's chart. Correct the discrepancy in OptiMantra profile or on the lab's portal and confirm with your lab rep that their records match. You will need to request that the lab resend the missing results.
Another possibilities might be that it may take the labs a couple of hours to send the result, so if your lab portal has notified you of a result, it may take a little bit of time to show in OptiMantra.
Finally, depending on what you have set up with your lab, you may only get finalized results. If you are getting notified from your portal that results are present, they may be preliminary and the lab will only send the result to you in OptiMantra once all tests are final.
7. I am receiving too many notifications or duplicate results for the same order
This is typically caused by your lab sending partial (interim) results before the final report is ready. Contact your lab and request that they configure your account to send finalized results only.
8. Can I send orders through Rupa Health or Evexia?
No. The Rupa Health and Evexia integrations are results-only (unidirectional). They receive and display lab results in OptiMantra but do not support sending requisitions or orders outbound.
Still having trouble? Contact OptiMantra Support for further assistance.