Physicians ordering a genetic test for a patient at one of the 16 draw sites mostly faxed the request in. Every field on that fax then had to be re-keyed into the lab system by hand, a manual step that added time and risk to every single order before any testing work could even begin.

Around 21% of those faxed requisitions arrived with a patient or insurance detail missing. When that happened, the sample could not move forward until a coordinator chased down the referring clinic or the patient directly by phone, hunting for the missing signature or consent form needed to proceed.

That chasing was a constant drain, and it was invisible to physicians waiting on results. A sample could sit on hold for days while paperwork was tracked down, and every hour a coordinator spent on the phone at one of the 16 draw sites was an hour not spent moving other orders forward.

We built a digital ordering and intake platform to replace the fax and re-keying routine entirely. A physician portal presents guided, validated requisition forms, so an order cannot be submitted with a required field left blank, and a patient-facing mobile intake captures demographics, consent and insurance directly from the patient rather than through a coordinator.

E-signature runs throughout both the physician and patient sides, so signatures and consent no longer depend on a phone call to collect. Every submission flows straight into the lab information system over an HL7 integration, eliminating the manual re-keying step that used to sit between a fax and the lab system.

Automated SMS and email prompts now chase any missing item on their own, reaching the physician's office or the patient directly before the sample ever arrives at one of the 16 draw sites, rather than after it has already been placed on hold.