Frequently Asked Questions

  • Frequently Asked Questions
  • Support

General

Account

Onsite

Lab Visit

At-Home Test Kit

Physician Results Form

Results

General

How can I select a screening option?

Click on the top right "Sign Up Now" tab and then choose the New Account or Existing Customer link. Enter the information requested and when prompted, enter the Invitation Code that has been provided to you by your employer. After entering the required information, select your preferred screening option and BioIQ will send you a confirmation email.

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How can I view my results?

Once your results are uploaded to the secure BioIQ website, we will send you an email notification that explains how to login to your account. Once you are logged into your account, click on the "Test Results" tab at the upper portion of the screen, and then click a specific test for additional information. To view your complete lab report click "Lab Report" on the right side of your screen. By clicking on "Lab Report" your lab report will open up in a new window. If you are having issues viewing your lab report make sure that you do not have your pop-up blocker turned on.

How can a spouse/dependent participate in a screening option?

If spouses and dependents are eligible for the program you or your spouse/dependent must create a separate account to participate in a screening option.

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Will I incur any out of pocket costs for these tests?

No. The entire cost of this program is covered by your employer. Back to Top
How do I know if my results are available?

You will receive an email message notifying you when your results are available. This message will contain instructions for viewing your results and printing your lab report. Back to Top
What should I do with my results?

We strongly encourage you to share your lab results with your primary care physician, or with a health coach if one is available to you. Back to Top
How can I contact customer support?

For phone support, call our toll-free support line: 1-877-862-4647
Open Mon-Fri, 6AM-5PM PST

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Account

What do I do if I cannot remember my username or password?

Click here to retrieve your username or reset your password. Back to Top
Who has access to my account?

When you enroll you will create an account with a username and password of your choice. Unless you share your password with someone, no one can access your account without your knowledge. We require that you select a password that is at least 8 characters long and contains both numbers and letters.

You will be able to reset your password at any time. If you forget your password, you can easily reset it online. Call us at 1-877-862-4647 or email support@bioiq.com if you require assistance.

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Onsite

What is onsite screening?

The onsite biometric screening is a way to complete a biometric screening by attending a screening event (generally held at a large worksite).

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What is included in an onsite screening?

An onsite screening will typically include the following:

  • Glucose
  • HDL
  • Total Cholesterol
  • Triglycerides (if fasting)
  • LDL (if fasting)
  • Height, Weight, and Blood Pressure

Please refer to your program communications to confirm this information.

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Who will be administering my screening?

Your screening will be administered by a licensed screening provider that specializes in onsite screening services.

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How long will my screening last?

Each screening lasts 15-20 minutes from start to finish, waiting time may vary.

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Will I need to fast before my screening?

An 8-12 hour fast is required for triglyceride, LDL, and fasting glucose analysis. Fasting is not required but is highly recommended. It is okay to drink water while fasting; in fact, we recommend you drink plenty of water prior to your screening.

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Can I drink water if I am fasting?

Yes, you should drink plenty of water prior to your screening.

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How do I register for onsite screening?
  • Click on “Sign Up Now” located on the top right.
  • Enter the information requested and if prompted, enter the invitation code that has been provided on your program communications.
  • After entering the required information, select the onsite screening option. Select an available screening date and time and click “Register”.
  • You will receive a confirmation email when you have successfully registered for onsite screening.

    Note: Your screening program may include alternate registration steps. Check with your employer to confirm program details.

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How can I check the date, time and/or location of my onsite screening?
  • Login to the BioIQ website.
  • The date, time, and location of your reservation are listed on your Health Dashboard.

When you have successfully registered for onsite screening you will receive a confirmation email with the date, time, and location of your Onsite screening reservation.

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Can I attend an onsite even though I have not registered?

It is highly recommended that you register for onsite screening. Some events allow Walk-In’s to be screened, however space may be limited and registered participants take priority. Please refer to your program communications or contact your HR to inquire if Walk-In’s will be screened.

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What if I cannot complete my screening during my appointment time or date?

If you cannot complete your screening during your selected onsite screening appointment time, you may reschedule your screening for a later time or date if available. If there are no other onsite screening appointments available at your location, you will need to enroll in either the Lab or Physician Results screening option.

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How do I change my screening appointment day or time?
  • Login to the BioIQ website.
  • Click on “[Click to Edit]” located on your Health Dashboard.
  • Click “Edit” and select an available screening date and time and click “Register”.
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How do I cancel my screening appointment?
  • Login to the BioIQ website.
  • Click on “[Click to Edit]” located on your Health Dashboard.
  • Click “cancel” and then “OK”.
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What if all screening appointments are reserved?

If you are unable to register for a screening appointment you may still have the opportunity to complete an onsite screening by registering as a Walk-In, but please note that space may be limited and registered participants take priority. Please refer to your program communications or contact your HR to inquire if Walk-In’s will be screened.

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How do I register as a Walk-In?

You can register as a Walk-in by following the steps below:

  • Login to the BioIQ website.
  • Click “Choose your preferred screening method” located on your Health Dashboard.
  • Click on “Walk-In Registration” at the top right of the page.
  • Select a screening event and click “Register”.
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When can I expect my results?

Along with receiving your results on the day of your screening, your results will also be available online on your secure BioIQ account within 10-15 days of your screening.

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Lab Visit

What is a Lab Visit?

The Lab Visit option is a way to complete a biometric screening by visiting a local lab that is within BioIQ’s network of labs.

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Will I incur any out of pocket cost for participating in a Lab Visit?

No. The entire cost of this program is covered by the sponsoring employer or health plan.

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What is included in Lab Visit?

Typically, a Lab Visit screening will include the following biometric results:

  • Glucose
  • HDL
  • Total Cholesterol
  • Triglycerides
  • LDL

Please refer to your program communications to confirm this information.

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What do I need to bring to my Lab Visit?

You will not be able to complete a Lab Visit without bringing the following items to your selected lab:

  • Your lab form
  • A photo ID
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Where can I find my lab form?

Your lab form was emailed to you when you selected your lab location. You can also download your lab form within your BioIQ account:

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What if I cannot print out my lab form?

Downloading and printing your lab form requires Adobe Acrobat Reader. Please make sure Adobe Acrobat Reader is installed before accessing and printing your lab form. To download a free version of Acrobat Reader, visit http://get.adobe.com/reader/.

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Who will be administering my screening?

Screening will be administered by a licensed screening provider that specializes in screening services.

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How long will my screening last?

The screening lasts for approximately 10 minutes from start to finish, waiting time may vary.

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Will I need to fast before my Lab Visit?

A 9-12 hour fast is required for triglyceride, LDL, and (fasting) glucose analysis. It is okay to drink water; in fact we recommend you drink plenty of water while fasting.

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How can I change my lab location?

If you wish to search for a new lab location you can do so by following these steps:

  • Login to the BioIQ website.
  • From your Health Dashboard, click on the “Click here to get directions, check lab hours, or change your lab location.”
  • Click on “Or click here to choose a different lab location” to select a different lab location.
  • Search for other lab locations by clicking on “Search for lab location in a different zip code”.
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When should I attend a Lab Visit?

You may complete your Lab Visit screening at any time before your screening deadline. Please call your selected lab to confirm the lab address and hours of operation before attending your Lab Visit.

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What are the hours and location of the lab I selected?

This information can be found by clicking on “click here” located on your Health Dashboard. You may also find this information on the confirmation email that was sent by BioIQ after you selected your lab location.

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When can I expect my results?

10-15 days after you complete your Lab Visit, BioIQ will send you an email with instructions to view your lab results online.

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At-Home Test Kit

How long does it take to receive my test kit in the mail after I sign up?

It typically takes 3 to 5 business days. All test kits are shipped by first class mail via United States Postal Service. Back to Top
How long does it take to get test results after I mail my sample?
It takes 10 to 15 days for your results to be processed at the lab and posted online. Back to Top
How do I know if my results are available?

You will receive an email message notifying you when your results are available. This message will contain instructions for viewing your results and printing your lab report. Back to Top
What is included in the test kit?

The test kit includes everything you need to collect and mail a tiny blood sample:
  • Sample collection cassette
  • Foil pouch
  • Pre-paid return mailer
  • Gauze pad
  • Band-Aid
  • Single-use lancet (x2)
  • Patient Information Card
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What do I do if I need an additional test kit component (i.e. lancets, bandage, etc)?

While the test kit contains everything that you need to complete the sample collection process, we are more than happy to provide additional components. Contact our customer support by phone at 877-862-4647 or email support@bioiq.com to request additional components. Back to Top
Who is providing the results and what is their accreditation?
The test results are being provided by BioIQ, courtesy of its laboratory network. All of BioIQ's partner laboratories maintain the highest applicable clinical accreditation in accordance with the Clinical Laboratory Improvement Amendments (CLIA). Back to Top
How does BioIQ know which sample is mine?

For security and privacy reasons, each BioIQ test kit is identified by a unique bar code. This bar code is associated with a specific user in the BioIQ database and paired back with that user once the laboratory provides results for that unique bar code. Back to Top
What happens to my sample after the lab has processed it?

The laboratory destroys the sample once results are processed.
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Are there any age restrictions?
Yes, you must be 18 years of age or older to order a test kit. Back to Top
Who is providing the results and what is their accreditation?
The test results are being provided by BioIQ, courtesy of its laboratory network. All of BioIQ's partner laboratories maintain the highest applicable clinical accreditation in accordance with the Clinical Laboratory Improvement Amendments (CLIA). Back to Top
Can I order a test kit if I am outside of the United States?
No, currently we only ship within the United States. Back to Top
Do the BioIQ test kits have an expiration date?
Yes, the kits have expiration dates. Check the test kit for the expiration date of each kit. Back to Top
Are the test kits safe?
The test kits are completely safe and represent some of the best laboratory technology available. All of the laboratories within BioIQ's network are certified by the Clinical Laboratory Initiatives Amendment (CLIA) office. These labs have pioneered the use of testing technologies based on small samples that can be safely preserved and transported by mail. Each blood sample is processed using the most accurate methodologies available. BioIQ insists on rigorous standards for privacy, accuracy, safety and quality control. Back to Top
Will my sample be protected and preserved while traveling through the mail?

Yes, our sample collection and preservation technology used by BioIQ is designed to protect your sample while in transit through both extreme cold and warm weather conditions. Be sure that the foil pouch is completed sealed and air-tight before placing it in the pre-paid return mailer.
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Do I need to fast before taking the A1c or Glucose/Diabetes and Cholesterol test kit?

Yes. You must fast for 9 to 12 hours before completing the test. This is required for the Cholesterol analysis. It is OK to drink water. We recommend taking the test soon after you wake up in the morning, before you have had coffee or breakfast. Back to Top
Can you offer any suggestions to ease the testing process?

Yes. Here are a few tips:
  • Make sure that your hands are very warm. You can warm them by placing them under warm water or rubbing them together.
  • Avoid calluses when you prick your finger. Often, using your pinky finger works well.
  • Make sure that your hand is below your heart. Standing up while taking the test also helps, unless you feel dizzy.
  • After you nick your finger, massage it from your palm all the way to your puncture site. Do not just squeeze at the tip of your finger where you nicked it. This will actually stop the bleeding.
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Can I see a sample of the testing process?

Yes, you can view an instructional video that illustrates the sample collection procedure at:
https://safeway.bioiq.com/videos/testkit.html Back to Top
Does using the lancet hurt?
The sensation is similar to that of a light prick or soft pinch. The pain, if any, is very mild. Back to Top
I am not comfortable with the idea of pricking my finger. What should I do?
Usually this is merely a matter of perception, as the process is virtually painless and very simple. For this reason we encourage you to prick your own finger. If for some reason you are unwilling or unable to do so, then ask another person assist you. Back to Top
How can I be sure that the lancets are sterile?
The lancets included with your test kit are spring-loaded and can only be used once. They are sterilized and capped by the manufacturer. After one use, the needle permanently retracts back into the plastic housing and cannot be reactivated. Back to Top
What should I do if I have additional questions about the test?

Contact BioIQ by email at support@bioiq.com or call the 24/7 customer support line at 1-877.862.4647.

Physician Results Form

What is the Physician Results Form?

The Physician Results Form is a way to receive credit for completing the screening portion of a wellness program by faxing the results from a recent screening administered by a physician. Your screening must have been completed within the past 6 months.

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How can I download my Physician Results Form?

As soon as you select the Physician Results Form option you will receive an email with your Physician Results Form as an attachment.

You can also download your Physician Results Form within your BioIQ account. To download your form:

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What if I cannot print my Physician Results Form?

Accessing and printing your Physician Results Form requires Adobe Acrobat Reader. Please make sure Adobe Acrobat Reader is installed before accessing and printing your "Physician Results Form". To download a free version of Adobe Acrobat Reader, please visit http://get.adobe.com/reader/.

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What information must be included on my Physician Results Form?

Your physician must provide their name, phone number, UPIN/NPI, and signature. Additionally, the submitted form must include results from a Cholesterol (Total Cholesterol and HDL) and Glucose screening along with measurements for Height, Weight, and Blood Pressure. Please be sure to indicate if your screening was fasting or non-fasting and to include the date on which your examination took place.

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How long does it take for a form to be processed?

Within 10-15 days of faxing your Physician Results Form, you will receive an email notification from BioIQ confirming that your Physician Results Form has been processed.

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How can I check the status of my fax Physician Results Form?

You will receive an email notification from BioIQ confirming that your Physician Results Form has been processed within 10-15 days of faxing your Physician Results Form. BioIQ is unable to check whether your form has been submitted. We can only provide an email notification once your results are processed. If you have questions about your form being submitted, please follow up with your physician’s office.

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What if I submit an incomplete or illegible Physician Results Form?

You will receive an email notification from BioIQ informing you that your Physician Results Form is incomplete or ineligible with instructions on how to successfully submit a completed Physician Results Form.

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Will I still get credit if I submit an incomplete or illegible Physician Results Form?

No. BioIQ can only process a complete Physician Results Form. A complete and legible Physician Results Form is required to receive credit for submitting a Physician Results Form.

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What if I completed a screening by a physician more than 6 months ago?

BioIQ will only process Physician Results Forms for screenings completed within the past 6 months (from the date of receiving the completed Physician Results Form).

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How can I view my results?

Once you are logged into your account, click on the Test Results tab.

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Does my employer cover the cost or co-pay of the screening that my physician completes to fill out this form?

Generally no, however, please consult the sponsoring employer or health plan of this program with regards to covering any additional fees incurred by visiting your physician.

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Results

How long does it take to get test results after I mail my sample?
It takes 10 to 15 days for your results to be processed at the lab and posted online. Back to Top
How do I get my results?
You will receive an email message notifying you when your results are available. This message will contain instructions for viewing your results and printing your lab report. Back to Top
What should I do with my results?

We strongly encourage you to share your lab results with your primary care physician, or with a health coach if one is available to you. Back to Top
What does it mean if my results are inconclusive?
This means that the laboratory was not able to process some or all of the tests that were requested when you ordered your kit. The specific reason for your inconclusive result can be found in your lab report. The most common reasons for an inclusive result are:
  • "Insufficient sample, not enough blood" meaning that there was not enough blood provided when completing the test kit.
  • "Sample hemolyzed" meaning that the laboratory detected that the red blood cells in the sample were ruptured yielding the sample un-testable. This is often caused by excessively squeezing your finger at the wound site when collecting your sample. We recommend reviewing the sample collection tips if this is an issue for you.
  • "Pouch not properly sealed" meaning that the foil pouch was not completely sealed when it was received by the laboratory. Be sure that the foil pouch is completed sealed and air tight before placing in the pre-paid return mailer. To be extra safe feel free to add a piece of light tape to the foil pouch.
  • "Sample expired" meaning that your sample arrived at our lab more than 30 days after the recorded collection date. Please mail the same day that you complete the sample collection process.
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What do I do if I have an inconclusive result?
Feel free to email us or call us at any time and we can usually send out a replacement kit. Back to Top
What do I do if it has been more than 15 days since I returned my sample and I don’t see my results yet?
Although quite rare, we do experience delays due to the United States Postal Service that are out of our control. If it has been more than 3 weeks since you returned your sample please email us or call us and we can track the status of your sample. Back to Top