For collection site staff

Collection site playbook

Using the wrong software always causes failures. Match the system to the lab network before you collect.

Non‑negotiable

Quest → FormFox only

Every Quest Diagnostics order from Lab Testing Solutions must be processed in FormFox. Paper CCF, other eCCF tools, or walk-in entry outside FormFox will break the collection.

No FormFox = collection will not work. Stop, fix access, or send the donor to a site that can process FormFox. Do not invent a workaround.

Quest checklist

Verify photo ID matches the order
Log into FormFox
Confirm the donor order is present
Complete collection under FormFox eCCF
Label & handle specimen per protocol

LabCorp checklist

Use LabCorp’s standard accession process
Numeric LabCorp codes only (often blue)
Never run LabCorp codes as Quest (or reverse)
Do not charge donors for prepaid LTS orders

Escalate — don’t guess

FormFox down, no access, or order missing?

Text/call 404-919-1288
Help desk chat
Donor refund path: refunds portal

When donors need refunds

Site refused barcode, wrong system (no FormFox), or unused test.

Open refund request form

Refunds portal Wrong lab, missing FormFox, refused collection, or unused test — start here

Request