To the delight of our clients, every call to Phoenix Central Laboratory is answered by a real person in our Customer Service Department (as opposed to an automated answer system).
Our professional and friendly Customer Service representatives answer over 600 calls per day. You may call to request sample pick up, verify the proper test to order or tube to use, extra copies of results via fax or email, or to order supplies. In addition, our representatives can connect you with our board certified Pathologists or Internists for inquiries and/or consultations. Customer Service representatives are available to answer your calls Monday through Saturday from 7:00am until 8:00pm and on Sunday from 7:00am-7:00pm
Outside of the Customer Service hours, your call will be answered by one of our laboratory staff.
Creating an account with Phoenix Laboratory is as easy as picking up the phone. A Customer Service Representative will ask you a few simple questions, such as name, address, phone, fax, and email information, etc. This information will define which pick-up service (courier or shipping) is available in your area. You may customize the reporting of your results, as well as your billing processes.
All supplies needed to submit your samples are provided by Phoenix Laboratory free of charge. Samples should be submitted in zip-lock type plastic bags, with the submission form in a separate zip-lock bag inside the main bag, to protect it from leaks in transit.
Whenever possible, your sample will be transported by our team of Phoenix couriers who pride themselves on personalized service. The Phoenix courier network covers select areas in Washington, Oregon, Idaho, and Alaska. When you call to set-up your account, you will receive information about the service provided in your area.
Outside our network, Phoenix may contract with private local couriers, when available. For those clients who ship via US Postal Service, UPS, or FedEx, Phoenix provides a shipping reimbursement. Please observe all US Postal Service and DOT regulations when shipping liquids.
Test request forms are provided by Phoenix and can be customized at your direction. Two forms are provided for specimen submission:
General Laboratory form, which includes species specific clinical laboratory profiles, single tests, and an extensive microbiology section.
The Histo/Cyto/Associated Microbiology form provides adequate space for your specimen description, location, and any clinical history. Including this information insures rapid accurate processing, and allows the Pathologist to more completely interpret the findings.
Supply Order Forms include items needed to collect and transport your specimens. If you do not see a collection item on this form, please call the Laboratory for availability. Client education materials may also be ordered on this form. All supplies for sample submission are free of charge for Phoenix customers.
The Purchasable Supplies Form is published each year as a separate form and is delivered with Test Directory refills. Purchasable supplies are those that are used in-clinic and not for sample submission.
Phoenix supports all possible reporting options as shown. You may choose one or a combination of several:
Most results will be available within 24 hours or less from the time the sample is received.
Supplies may be ordered by calling our Customer Service Department (425-355-5252 or 800-347-0043). You may also submit a Supply Order Form at the time of your sample pick-up. Please allow 3 working days for delivery. (However, in most cases, these deliveries are made by the courier the next day.) Clients outside the courier delivery areas will receive their supplies by UPS. Please allow 3-5 days for delivery using UPS.
All accounts are billed during the first week of the month for the preceding month's charges. Payment to account is expected within 30 days and finance charges will be applied to those balances carried beyond that time.
If you chose to use automatic credit card payment, your card will be charged on the 10th of the month. Payment options include Visa, MasterCard, Discover, and American Express. Please contact the Accounting Department for a release form to activate this service.
The billing statement includes an itemized account of each patient sample, the date of service, the patient identification reflecting the information you provide on your Test Request Form, the tests performed, and the charge.