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Client Portal FAQs

Updated

The Client Portal allows you to view historical order data, visualize trends, check in on the statuses of specific kits, and view individual results.

General

How do I set up my account?

  • You must be invited in order to create an account. Once you’ve been invited, check your inbox for an email with the subject line containing ‘Admin User Invite”. Click the link to set your password and log in. These invitation links expire after 7 days. If the link does not work, you must request a new invitation.

How do I log in?

  • If you already set up your account, you can log in here. You can log in with your password, OR by sending a unique one-time link to your email on file. The one-time link expires after 30 min. You will be required to set up multi-factor authentication using an authenticator app or your mobile phone number.

How do I reset my password?

  • Click the link to log in with password, and then click the link to reset your password. This link will expire after 30 min, after that time, you will need to try again.

Why is multi-factor authentication required?

  • Ash requires multi-factor authentication for all client portal users to log in. This provides increased security of your data by ensuring only verified, invited users can view an organizations data.

Homepage/Dashboard

What is the dashboard for?

  • The dashboard shows high level order data.
    • Total orders (this total number includes canceled orders.)
    • Turnaround Time Metrics
      • On-time Fulfillment Rate
      • Lab Processing Time
    • Number of orders by days, weeks, months
    • % of orders by status

Can I adjust the time period?

  • You can adjust the time period for any date range prior to today’s date. Click on the date field at the top right and use the preset filter options or select a custom date range. 

What does the total orders per period show?

  • The number of total orders placed in the date range you’ve selected.

What does the line graph show?

  • The line graph shows how many orders are placed on a daily, weekly, or monthly basis. Hovering over the line graph displays the number of orders received at that given day/week/month, as well as how many active orders are in each status.
    • Hover over the line graph to see order status breakdown for all orders on that selected data point (day/week/month)

What does the pie chart show?

  • The pie chart shows the total number of orders in the selected time period, broken down by kit status.

What do the kit statuses mean?

  • The list below is in chronological order.
    1. Order Received: An order for an individual kit or a bulk shipment was placed successfully
    2. Order Fulfilled: The order was sent from warehouse to the patient or client
      1. Kit Fulfillment Canceled: This status is issued when the fulfillment service cancels the kit shipment.
    3. Kit Delivered to Patient: The kit was delivered to the patient successfully
    4. Kit Registered: The patient has registered their kit, it may or may not have sent it to the lab.
    5. Kit in Transit to Lab: The kit was shipped to the lab but not yet received
    6. Test Samples Received: USPS has delivered the kit to the lab
    7. Kit Accessioned: The lab has received the kit and begun processing
      1. If the kit has an issue, it may skip this step and move straight to either rejected or results ready depending if the issue is resolved
    8. Kit Issue: The lab detected an issue with the kit, and requires attention before processing the results. Example reasons:
      1. Missing patient data
      2. Mis-matched patient data between lab order and specimen
      3. Unregistered Kit
    9. Kit Rejected: The completed test kit could not be processed. A replacement order will need to be submitted. Example reasons:
      1. Sample quantity not sufficient
      2. Expired sample (collection date exceeded)
      3. Cross-Contamination: Sample spill resulting in possible contamination of multiple specimens.
    10. Results Ready: The lab processed the kit and the results are ready to be reviewed (results are available for download)

Orders Page

What information can I view in the orders table?

  • Kit, order and patient data are all available in the orders table. The data displayed is in real time. 

Can I place orders from the Client Portal?

  • If your Organization is configured to enable placing new orders from the Client Portal, you will see a blue 'Place Order' button on the top right of your orders table.
  • Only admin users with access to Protected Health Information (PHI) are able to place orders.

Can I sort/filter this table?

  • You can sort by Order Received Date, Status, and Shipping State.
  • You can filter by Status.
  • You can search by Order ID, Kit ID, or Patient Name.
  • If you have configured additional fields, you can search/sort by those as well. 

Where can I view the kit results?

  • Once an order is in the Results Ready status, you will be able to download a pdf of the results from the Results column.

How can I see which orders have abnormal results?

  • Any orders with abnormal results will have a yellow caution symbol next to their results pdf. Abnormal results refer to any results that are out of normal range, including critical results.

What timezone is the data in?

  • The order data is in UTC.

Can I cancel an order?

  • Orders can only be canceled if they are in the Order Received status. Click on the cancel button to the far right of your desired order.

    Orders cannot be canceled once they have entered the fulfillment process with our warehouse. This can happen within a few hours from when the order was placed. Check the orders table to confirm if your order was canceled successfully. (There will be a red icon next to the kit ID, if the order was unable to be canceled in time).

Settings Page

What can you adjust from the settings page?

  • You can update your name and password on the settings page.

Who is listed on the users page?

  • All users that have access to the program you are viewing. You can see who has been invited, and who has successfully set up their account.

How can I update my email address?

  • If you wish to update the email used for your Client Portal login, you will need to contact Ash and we will send a new invitation email/link.

How do I invite admin users?

  1. Navigate to the Settings page
  2. Click on the Users tab
  3. View the list of users who have access to the program selected in the header dropdown
  4. Click +Add User
  5. Enter the name and email address of the desired user
  6. Select the desired role (Program Administrator)
  7. Select your desired program(s) (Your organization should be pre-selected)

Who can be invited to the Client Portal?

  • Anyone within your organization who can access Private Health Information (PHI). Do not invite any users who have not been authorized to view that data.

How can I remove an admin user?

  • If you wish to remove a user from the Client Portal, click the trash icon in the far right column of the users table. This will remove them from all organizations they have access to. They can be re-invited at any time.

What are the role options?

  • Organization Admin: Has access to all programs within your organization.
  • Program Admin: Has access to 1 or more programs within your organization.
  • Non-PHI Organization Administrator: Can access all programs within an organization but cannot view any protected health information.
  • Non-PHI Program Administrator: Can access one or more programs within an organization but cannot view any protected health information.
    • Note: The following columns are consider PHI
      • Patient name
      • Shipping name
      • Tracking number
      • Shipping state
      • Results

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