FAQS

Why have I received a bill?

Crestar Labs works with your healthcare insurance provider. If you received information from either your ordering physician or your insurance company indicating you are responsible for all or part of the fees associated with testing services provided by Crestar Labs, you may receive a bill for service. Crestar offers easy payments online at crestarlabs.com.

How do I contact Crestar Labs Patient Billing?

The toll-free telephone number for Patient Billing is 800-729-0976.
Hours of operation are 8:00 AM to 5:00 PM Central Time.

What methods of payment does Crestar Labs accept?

Money orders, personal checks, and all major credit cards are acceptable forms of payment.  The website has a secure bill payment feature available to accept credit cards or electronic checks.  All paper checks may be mailed to the address shown on your bill.

Please remember to attach the stub from your bill when mailing in your payment. If paying by check, include your invoice number on the check.

Please allow 5 – 7 days for account balances to reconcile.

Does Crestar Labs offer financial assistance?

Crestar Labs works with its clients on a case by case basis.  Some options are listed below.

  • Discounts for prompt payment
  • Patient-specific payment plans
  • Financial hardship discounts

Who should I contact if I have questions about my test results?

Crestar Labs sends your results report to the physician or other authorized healthcare professional who requested the test. Test results may also be accessed by calling the laboratory.  Please allow 24 hours for a response.

Please contact the physician who ordered your test(s) if you have questions about your testing results.

How does billing work if I have insurance?

Once your insurer has processed your claim, you will receive an explanation of benefits (EOB) from the insurer informing you of the amount it will pay for your laboratory services. The EOB is not a bill. An EOB shows what amount insurance paid and what amount is patient responsibility. Patient responsibility balances may include your deductible, copayment, or other costs outlined in your terms of coverage. Please contact your insurance company for questions about your EOB.

Your insurer will inform Crestar Labs about any balance that is the patient’s responsibility.

Why didn’t my insurance company pay a claim?

You should have received an Explanation of Benefits (EOB) from your insurance company that explains in detail the services as either paid or denied. If you need further assistance determining the reason(s) why your insurance company did not pay for your services, please contact your insurance carrier directly for information about its coverage policies.

What is the difference between a screen and confirmatory test?

A screening test will detect mostly drug classes and some individual drugs with moderate specificity and sensitivity. A confirmatory test will quantify individual drugs with a high degree of specificity and sensitivity.

What is the “cutoff” concentration?

The cutoff concentration is a measurement used to determine a positive from a negative sample. Measurements obtained below the cutoff concentration will not be reported.

How long can drugs be detected after use/exposure?

Drug detection is specific to the compound in question and depends on several factors including but not limited to the dosage, formulation, individual genetics, the quality and type of specimen, and the test utilized.

What is the likelihood of a false positive/negative with my results?

Screening analysis occasionally results in a false positive sample. Confirmation analysis will verify the presence or absence of a drug in question. Crestar Labs follows a strict review process and all testing is overseen by a licensed Laboratory Director.

What is pharmacogenetic testing?

A procedure whereby the laboratory tests specific genes responsible for metabolizing prescription drugs, in an effort to determine which drugs are suitable (as well as which drugs may not be appropriate) for an individual patient.

What do my genes have to do with taking prescription drugs?

When a person swallows a drug, his or her body alters the compound in order to either activate it (in cases where drugs are ingested as inactive compounds, known as “prodrugs”), or to deactivate it once the drug has done its job (and to thereby prepare it for excretion from the body).  Modifications of these drugs are handled by enzymes that are produced by specific genes.  Collectively, the former are referred to as “drug metabolizing enzymes.”  There are numerous drug metabolizing genes – and corresponding enzymes – in the body.

How do gene mutations affect which drugs I should or should not take?

Some people inherit mutations in one or more of the genes that produce drug metabolizing enzymes.  Often, these mutations lead to the production of mutant forms of the associated drug-metabolizing enzyme.  Sometimes, DNA mutations cause enzymes to have reduced activity, meaning they do an insufficient job of metabolizing their drug targets.  A patient with a defect of this type may be advised not to take drugs that require the activity of the enzyme in question, and to instead seek alternatives.

Some gene mutations can lead to an entirely nonfunctioning enzyme – one incapable of acting on its target drugs.  Patients with these mutations may be warned to stay away from

Finally, sometimes a mutation leads to a increased activity of an enzyme. While this may sound like a good thing, sometimes having too much enzymatic activity is actually bad with certain drugs.