FAQs - Patients

Tests

For the 3 day stool tests, What if I don't have a bowel movement every day?

The samples do not have to be consecutive days; you can skip days in between sample collections.

I am doing the saliva test, and how is FedEx going to keep it frozen during shipment?

The sample will defrost during shipment, and that is ok, as it is stable for several days at room temperature.

What is the ID# that I put on the vial?

Leave it blank, the laboratory gives it an ID when it arrives at the lab.

Can I as a patient order test kits from you directly?

No, all of our tests require a physicians order.

Do you provide test results to patients directly?

We are required by federal regulations to send test results to the referring health care practitioner only. You may obtain a copy of these results from your health care practitioner.

I ate a very small amount of sesame seeds and flax while taking the Complete Hormone test - will this affect my results? If so, how?

Yes, it can cause this comment on report: Urine hormone result has not been reported due to an unknown interfering substance

I missed a saliva collection time, what do I do now?

It depends on which saliva test you have. On some tests you can skip that day and do it the next day, then get back on the regular collection schedule per patient instructions. On the ASP we like to have all 4 collections done on the same day, and would recommend you get new vials and start over.

I spilled some of the liquid from one of the vial on Day 3 of collection of my CDSA 2.0. What do I do? Is this alright?

If you spilled more than a few drops, we recommend you redo day 3 only (get new vials from us or your doctor) and keep day 1 and day 2 at room temperature or refrigerate. Day 1 and Day 2 (SAFs) are good for 2 months room temp/or refrigerated. After recollecting Day 3, send in all samples together

My daughter is age 4, does she have to drink the entire solution in the Intestinal Permeability test?

Yes, the entire bottle must be consumed regardless of age or weight.

Do I really have to go off all of my supplements to take the NutrEval test?

If the doctor wants a baseline reading, Yes... If the doctor wants to see how you are doing with what you are taking, then no.

The Rotation Diet is very strict, I can't follow it. What else can I do?

The rotation diet is only an example of how to rotate foods. The key to this is: do not have the same foods every day, rotate them in and out of your diet.

Insurance

I did not receive my prepaid envelope to mail my payment back to you.

We no longer provide a prepaid envelope, please mail payment to us in the self-addressed envelope provided with your statement with appropriate postage, or you make payment securely online at www.gdx.net/billing. You may also submit questions securely online at www.gdx.net/billing or contact our call center at 888-201-8333 from 8:30 - 5:00 pm E.S.T.

Are you in network with my insurance company?

Please visit our billing page for an updated list of insurance companies/plans for which we are in-network providers.

I received a check from my insurance company what do I do with it?

Endorse the check to Genova Diagnostics, and mail it with a copy of your Explanation of Benefits (EOB) that was provided by your insurance provider to:

PO Box 3220
Asheville, NC 28802

My doctor is not a Medicare provider; can you still file my Medicare claim?

Yes. Genova Diagnostics is a participant in the Medicare program, and we are required to file your Medicare claim as long as your doctor has a degree type authorized by Medicare to order laboratory services. Generally, they must be a MD, DO, PA, or NP.

Why do I have to submit payment in advance? My insurance company usually covers 100% of my medical services. Can't you just file the claim and bill me later for my portion?

Genova Diagnostics is an out of network provider for most insurance plans. Therefore, in order to submit your claim, we require an initial payment to apply toward the patient responsibility assigned by your insurance plan. For contracted insurance plans, we request a credit card to charge up to the authorized amount for any patient responsibility assigned. In accordance with our insurance billing guidelines, we require the following:

  • Selection of a payment method reflected on the requisition form for your test
  • Completion of the requisition form with the required insurance, patient, and payment information portions

As noted above, this amount will be applied to the amount due as indicated on the EOB provided by the insurance provider. Once Genova Diagnostics processes your insurance claim, a statement will be generated to collect any remaining deductibles, co-insurance, or co-pays that exceed the amount you submitted, if applicable. Refunds will be issued automatically in the event that total payments exceed the total amount billed.

Please visit our billing page for full insurance billing program guidelines.

I was told that refunds will be issued automatically in the event that the total payments exceed the total billed amount. When will I receive my refund?

If your payments exceed the total billed amount and you are eligible for a refund, our goal is to provide refunds less than or equal to 30 days after the billing cycle has been completed.

What is the price for this test? Why don't you quote prices to patients?

As a policy, Genova Diagnostics does not quote prices for testing directly to patients. You may check with your health care practitioner for the price of your test. Prices can vary based on insurance coverage, applicable payment options, and any add-on testing that your health care practitioner may feel is necessary, so it is often more accurate and less confusing to check with your ordering health care practitioner for the price of your test.

How Can We Help?

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This website is intended for educational purposes only. It is not meant for use as diagnostic information and is part of Genova Diagnostics' communication with physicians and patients.