PROVIDER PRESSURE
PATIENT
PUZZLES
PUZZLES
TICKET TENSIONS
CULTURE WINS
TRAINING TRUTHS
200
WHAT CAUSES A DELAY WHEN ADDING ON A TEST FOR A PATIENT?
Adding an order depends on the state of the sample whether the samples arrived at the lab, which sample type it is and if the lab will accept the add- on request if its already in progress (ex: AML lab will only accept 5 days from when they tested the sample some test ex CBC with diff they must request add on within 24 hours because sample is not viable for testing 24 form draw time due to it being blood)
200
WHAT DO PATIENT OFTEN REQUEST ONCE RESULTS ARE IN?
Patients want immediate access to their results and do not want to wait for the practitioner to review and release them in the portal or for them to automatically release after a 30-day wait period. The patient will state that we are withholding their medical records
200
WHAT IS THE COMMON PAIN POINT IN THE KRAP HOUSE?
Agents are often asked whether patients need to stop taking certain medications before testing, as these might skew the test results. We have to reach out to the lab in most cases because we do not have that information on hand.
200
WHAT DO AGENTS LIKE MOST ABOUT RUPA CULTURE?
- Everyone is always willing to jump in to help everywhere
- Passion for the space
- The mission resonates with them personally—bringing root cause medicine to the world—especially as they have faced their own health struggles while seeking the root cause
- offsite/in-person time has help gain buy in
- Bonding during co-working sessions in a remote environment helps build connections with colleagues while collaboratively working through complex issues
- ability to be authentically yourself by crafting your own messages rather than following a pre-written script.
- Cross-functional collaboration with all departments within the company
200
HARDEST AREAS FOR TRAINEES TO COMPREHEND/ TRAINER TO TRAIN
TRAINEES' PERSPECTIVE 👉 Labshops, Specimen Issues, and Lab nuances for each lab
TRAINER PERSPECTIVE 👉 Labshops and lab nuances due to no demo environment available for practice. The system runs in a live environment, so any actions taken will directly impact actual customer orders. (make it more difficult for hands-on learners)
400
WHY DO PATIENTS SOMETIMES GET DOUBLE-BILLED FOR TESTING VIA LABCORP?
Patients get charged for an AML via labcorp because they did not provide the proper required requisition form, leading to double billing from the lab directly. This often results in patient complaints, which can negatively impact the practitioner's reputation.
400
WHAT IS A COMMON ISSUE PATIENT EXPERIENCE WHEN TRACKING THEIR TEST KIT ?
Patients frequently ask for the tracking number of their test kit, as well as the status of their sample, especially to confirm if it has arrived at the lab. This is complicated when patients forget to write down the tracking number because we do not have the return tracking to the lab. In some labs we do not have the tracking number and are required us to reach out to the lab to obtain that information.
400
WHY IS ADDING ON A TEST KIT CHALLENGING FOR AGENT IN ORDER SUPPORT HOUSE?
Adding a test kit depends on whether the sample has arrived at the lab, which sample type it is, and if the lab allows the add-on request. For instance, some labs, like AML, only accept add-ons within a specific 5-day window.
400
WHAT DRIVES AND MOTIVATES ME?
Working in the healthcare space is deeply personal for me. My cousin’s life was tragically cut short by a stray bullet shortly after she graduated with her BSN and became an RN. Although her story didn’t have the ending it deserved, I’m here to carry it forward in her honor. This work has become my life’s purpose and a way to keep her memory alive. I want to continue her legacy by making a positive impact on people's lives daily, working in the healthcare field. I have a true passion for training — I love witnessing the journey of individuals as they start, grow, and eventually blossom into top performers. I'm highly motivated by data and performance metrics—what drives me most is seeing measurable impact. That’s what continually inspires and pushes me to do my best work
400
WHAT DO AGENTS DISLIKE ABOUT TRAINING?
WHAT DO AGENTS DISLIKE ABOUT DAY-TO-DAY?
TRAINING-DISLIKE – Being introduced to other departments during training can be confusing when all the information is new. More time for hands-on shadowing opportunities and paired work.
DAY-TO-DAY CHALLENGES – When systems go down, Ex:, Splitit, it forces a manual process that slows operations. Improving the process for receiving sample information could help reduce unnecessary outreach caused by system limitations. Additionally, navigating multiple tools and various lab portals adds to the overall complexity.
600
WHAT DELAY CAN HAPPEN AFTER A NEW PRACTITIONER SIGNS UP AND THE CONFUSION AROUND SUPPLY FOR IOK KITS?
It can take around 24 to 48 hours for new practitioners to be fully registered with the lab once they sign up with Rupa. Which delays the requisition form from being generated and prevents patient from completing their test. Additionally, practitioners often order In Office Kits (IOK) but don't receive the clear update, leading to questions like Where are my supplies? The supplies can’t be ordered until they have an account with the lab, once they register with Rupa. This can severely impact both patient and practitioner experience because the patient is at the lab and fasted, but can't get labs drawn, and this affects fertility clinics when someone is experiencing a miscarriage and needs to have labs drawn within 24 hours for certain biomarkers.
600
WHY IS THERE A CHALLENGE WHEN PATIENT DO NOT HAVE ACCESS TO A PHLEBOTOMY MAP ?
Patients struggle when there is no way to find an additional phlebotomy option when the ones provided do not fit their needs. While in the practitioner portal, they have access to a map showing where blood draw options are. Practitioners think that patients are able to view this as well, which causes inconvenience and confusion to both experiences.
600
WHAT IS A PAIN POINT FOR ORDER SUPPORT AGENTS WHEN A PRACTITIONER CHANGES CLINICS?
Agents encounter a time-consuming process when manually transferring orders. When a practitioner moves to a different clinic, transferring large volumes of orders to the new clinic is time-consuming for all parties involved. (ex: Transfer of 30 orders can take around 20 to 30 minutes)
Possible Solution: : Build a tool within the product that allows Customer Support to transfer orders with a single click, automating the process.
600
WHY TRAINING?
When I first joined the company, transitioning from a structured corporate environment into the fast-paced, ever-evolving world of startups, I quickly noticed gaps in training that sparked something in me. As I navigated my role in the queue, I encountered unique, one-off edge cases with little documentation or guidance—challenges that could leave anyone feeling stuck. But instead of being discouraged, it fueled my drive to do more. I saw an opportunity—not just to overcome those hurdles—but to help others avoid them altogether. That’s when I realized I wanted to be part of shaping our training program, contributing to a more refined, supportive learning process where new agents could thrive with confidence. Stepping into this role has also allowed me to tap into my creative side—finding innovative ways to make training more interactive and engaging. I constantly strive to improve, using feedback surveys to tweak and enhance each class so that every session is stronger than the last. For me, training isn’t just instruction—it’s about building a better experience for everyone who joins our team. For me, training isn’t just about instruction—it’s about creating a better path forward for everyone who walks through our doors.
600
WHAT ARE THE WORST PROCESSES OR CS AGENT EXPERIENCES? (TIME-SPEND OR POOR CUSTOMER EXPERIENCE)
Worst process ⬇️
1️⃣Request to edit the requisition form requires the lab to reach out (poor customer experience + time-consuming when waiting on the labs to make edits)
2️⃣Adding a test kit depends on several factors, including whether the sample has arrived at the lab, the sample type, and the lab's policy on add-on requests. For example, some labs, like AML, only allow add-ons within a designated 5-day timeframe.
800
WHAT ARE BLOCKED ORDERS AND WHY IS THE PROCESS PAINFUL?
Blocked orders occur when an order cannot be processed or sent to the lab because specific requirements are missing or incorrect. This delay prevents the patient’s testing from moving forward and can create confusion and frustration, especially when the patient has already paid.
800
WHY ARE LABSHOPS CAUSING CONFUSION FOR PATIENTS?
LabShop is causing confusion among patients who mistakenly believe they can self-order tests—such as a hair loss panel—after seeing viral TikTok videos that link to practitioner storefronts on LabShop.
LabShop offers two ordering pathways: (1) under a physician’s license, where the order must be approved or denied by the physician, and (2) through physician services, though not all tests are available via this option (e.g., STD panels cannot be ordered this way)
800
*PATIENT TRYING TO CONTACT OFFICE ABOUT AN UPCOMING APPOINTMENT
What are confused patients who believe Rupa agents work directly in their provider's office?
800
*MOCKTAIL CLASS BEFORE THANKSGIVING
*YOGA SESSION WEEKLY COWORK SESSION
*SCAVENGER HUNT
*MARIO CART APP
*LUNA PARK FAMILY FEUD EDITION
What are team-building activities?
800
WHAT DO AGENTS LIKE ABOUT TRAINING?
WHAT DO AGENTS LIKE ABOUT DAY-TO-DAY?
TRAINING 🔻
The pace of training, the engaging activities, the opportunity to ask questions throughout the process, and the hands-on approach during buddy portal sessions were all highly valuable.
DAY-TO-DAY🔻
The flexibility of managing emails and chats allows for better control over the workload.
1000
WHAT ARE THE TOP 5 REASONS FOR BLOCKED ORDERS?
Top 5 Reasons for Blocked Orders:
Valid License/Credentials Needed – The practitioner’s current license or credentials must be verified and on file.
Ordering Access Confusion – Misunderstanding about whether the practitioner has the authority to place certain types of orders.
Expired License/Credentials – The practitioner’s license or credentials have expired and need to be updated before orders can proceed.
Genova or Doctor's Data (DD) – Clinic Address Mismatch – The clinic address state does not match the state listed on the practitioner’s license, which is required for certain labs.
Invalid or Missing NPI – The National Provider Identifier (NPI) number is missing or incorrect, preventing the order from being processed.
1000
WHY IS THE PAYMENT PORTAL CONTINUOUSLY LOOPING, AND WHY AM I UNABLE TO PURCHASE MY TEST?
The product works best in Google Chrome.
Patients are unable to check out using Safari or mobile devices at times.
1000
THE PATIENT IS ASKING US TO CHECK IF THEIR TEST KIT WAS RECEIVED AND WHETHER THE REQUISITION FORM WAS INCLUDED, AS THEY DON’T REMEMBER IF THEY PLACED IT IN THE BOX.
What is a confused patient thinking? They believe we are the lab that receives their sample collection.
1000
*THIS EVENT ALLOWS TEAM SHARES WINS AT THE END OF THE WEEK (FOSTERING A POSITIVE AND ENGAGING WORK ENVIRONMENT)
What are celebration circle?
(Coming to you soon, I plan to implement this by the end of Q2, sneak peek into my future plans.)
1000
WHERE RENEE THINKS LEADERS SHOULD PAY CLOSE ATTENTION TO?
Areas I think leaders should pay close attention to ⬇️
1️⃣ Integrating tracking directly into the system.
Impact: Centralizing tracking information within the system will boost efficiency, streamlining the majority of support requests
Feature: the support bot to provide accurate tracking details to patients—ultimately reducing ticket volume for agents.
2️⃣ Recognizing the team's efforts more often can really boost motivation, especially when working through the queue and handling repetitive tasks.
3️⃣ Introducing a friendly competition could also help encourage the team to push through more tickets and keep the energy up on high-volume days.