ExamOne Response to Coronavirus Disease 2019 (COVID-19)

For office closings impacted by COVID-19, please check this page.

COVID-19 (formally known as 2019-nCoV) is the name for the respiratory syndrome caused by infection with severe acute respiratory syndrome coronavirus 2 (SARS-CoV-2).

Quest Diagnostics and ExamOne are monitoring the situation closely. Our priority is the health and safety of our employees, individuals and the communities we serve. We are currently following the Centers for Disease Control and Prevention (CDC) guidelines for the coronavirus disease (COVID-19).

Our collection network will proceed with life insurance examinations, using the same protocol as they do today which is handling every specimen with standard biohazard safety precautions as well as follow additional precautions as outlined below.

Important Information for Insurers

ExamOne has a robust Business Continuity Plan (BCP) as well as a Pandemic SOP. A successful BCP drill was conducted on October 30, 2019. In addition, we have rigorous safety procedures in place across our company to protect Quest and ExamOne employees on the front line from coming in contact with a wide range of infectious diseases.

We’ve taken additional measures to bolster preparedness including the formation of a special COVID-19 preparedness team led by our Medical Director and the leader Infectious Disease franchise. Examples of measures this team has implemented include:

  • Created specific COVID-19 policies and procedures, including a new Employee policy as well as content for our consumer-facing employees.
  • Developed a COVID-19 Safety Steps poster of common-sense measures – like washing your hands for 20 seconds and staying home if you’re sick or feel like you’re about to get sick.
  • Created a COVID-19 community site on the digital workplace, so all employees may access these policies and documents.
  • Added questions regarding diagnosis of illness and travel to infected areas to all scheduling, confirmation and appointment reminder scripts. If a consumer answers yes to either question, he or she is directed to delay scheduling the appointment for 14 days from contact, diagnosis or return travel and advised to contact their insurance company. Examples of the script are included in the FAQ section.
  • We are still transporting specimens and supplies across the U.S. and Canada border.
  • The CDC provides information on COVID-19 at: www.cdc.gov/coronavirus/2019-ncov.
  • This is a changing situation and we will provide updates as our plans develop.
  • Additional information regarding Quest Diagnostics response to COVID-19 can be found at: https://www.questdiagnostics.com/home/Covid-19/

Common questions

Q. Will we see any impact to insurance specimen testing as a result of COVID-19 testing?

A. We do not anticipate any impact to insurance specimen testing. Quest Diagnostics was recently approved to offer testing for COVID-19 beginning Monday, March 9.  However, COVID-19 testing will not be performed in our Lenexa laboratory where the majority of life insurance specimens are tested. Quest Diagnostics Patient Service Centers and ExamOne examiners will not collect specimens of suspected coronavirus cases.

Q. Do you anticipate higher paramedical appointment cancellations by examiners?

A. We have a dedicated team carefully monitoring our exam cancellation rates, reschedules and turnaround times by region and will notify our clients of any significant changes in these areas.

Q. Have you made changes to appointment scheduling and confirmation scripts?

A. Yes, we have modified our scheduling, reminder and appointment confirmation scripts to include the following questions:

We care about your health and in light of the concern about the coronavirus in this country we have a few questions before we schedule your appointment:

  • Have you been diagnosed with COVID-19?
  • In the last 14 days have you exhibited symptoms of COVID-19, including fever, respiratory distress, or the loss of your sense of smell or taste; alternatively, have you  had close (within 6 feet) prolonged (10 minutes or more) contact with someone who has?
  • In the last 14 days have you traveled in violation of any federal, state or local guidance or orders, or had close contact with an individual who has?
  • Our medical professionals are required to wear full personal protective equipment including face shields and we recommend you also wear a face mask if possible. During the medical exam our phlebotomist will be in close proximity to you to complete the specimen collection. Are you comfortable scheduling your appointment at this time?*

If a consumer answers yes to any of the first three questions, or states they do not feel comfortable proceeding with the exam, he or she will be directed to delay scheduling the appointment for 14 days from diagnosis, contact or date of travel, and advised to contact their insurance company.

Review this easy checklist to help you prepare for the exam.

Q. What have you communicated to your examiners regarding safety precautions?

A. We have proactively communicated to all our employees, including examiners, to take necessary precautions to help protect themselves from COVID-19. Tips include:

  1. Washing hands with soap and water, and often
  2. Cover your mouth when sneezing or coughing
  3. Avoid touching eyes, nose and mouth

Q. What are examiners required to wear during appointments?

A. The safety of our employees and applicants is a priority. All examiners performing life insurance exams are required to use the following for life insurance exams:

  1. Examiners are required to wear gloves.
  2. Examiners are required to wear long sleeves, long pants, closed-toe shoes or scrubs.
  3. Examiners are required to wear facial protection that protects eyes, nose and mouth.
    • Please note: We have taken additional measures to supply examiners with facial protection; however, we may experience temporary scheduling delays in some instances while we distribute personal protective equipment.