:: Support Services, Customer Service ::

TECHNICAL SUPPORT

A Board Certified Toxicologist is available to assist you with questions regarding interpretation of testing results, drugs of abuse methodology or drug classifications free of charge.

CUSTOMER SERVICE

Our staff recognizes that customer service is your number one priority. We have dedicated client services representatives that are available to assist you with reporting test results, specimen collection, billing, taking phone orders, and meeting your supply needs.

WEB ORDER ENTRY AND REPORTING (WOER)

Forensic Laboratories will provide access to test results and Remote Data Entry through a secure Internet site. Each collection site shall be assigned a designated code to enable access to specific location testing results. The Agency will be assigned an administrator level access code that will enable access to testing results from all collection sites and referring agencies covered under the contract.

SUPPLIES

Forensic Laboratories provides all supplies necessary for specimen collection. Supplies are shipped to you within 48 hours after request.

Requisition Forms and/or Requisition labels
Specimen Bottles
Temperature Strips
Security seals and Security bags
Shipping supplies or postage paid box mailers

SHIPPING

The specimen mailing procedures we utilize are approved by the International Air Transport Association (IATA) and the United States Postal Service. Daily courier and/or UPS and FedEx service is available for sample pick up from each designated collection site .

SAMPLE STORAGE

Pain Management Accounts: Negative samples as well as confirmed positive samples will be stored in a secured freezer for six (6) weeks from the date received by the lab unless requested longer in writing.

Criminal Justice Accounts: Negative samples are stored in a secured freezer for 1 week and Positive samples are stored for 6 months.

BILLING

Forensic Laboratories will send an invoice by U.S. Mail, fax, or other appropriate means to each participating Agency. Each sub-agency collection site will be invoiced individually for the analysis they receive. The payment terms for each invoice are net thirty (30) days. A detailed summary report of the specimens tested will be included. All Insurance billing including Medicaid, Medicare and private insurance will be billed directly to the insurance carrier.

METHODOLOGY

Forensic Laboratories utilizes only the highest standard of testing methodologies available to the industry. We employ a state of the art Laboratory Information Management System (LIMS) for the operation all aspects of the laboratory. The Olympus AU 2700 is employed as the instrument for analysis of urinalysis drugs of abuse. Forensic Laboratories utilizes Enzyme Immunoassay (EIA) reagents for preliminary urinalysis screening for drugs of abuse. Confirmatory quantitation is performed using Liquid Chromatography/ Mass Spectrometry/Mass Spectrometry (LC/MS/MS). Positive Alcohol screens are confirmed by a gas chromatography head space (GC/HS).

QUALITY CONTROL

Forensic Laboratories utilizes both an internal and external quality control program. The internal quality control systems in place at the laboratory are as follows:

Extensive internal quality control and quality assurance programs insures the accuracy and precession of analytical results. This includes rigorous instrument calibration and precision requirements for control samples and calibrators.
For external quality control Forensic Laboratories participates in performance testing administered by the College of American Pathologist and by the Research Triangle Institute.

Support Services

Forensic Customer Service