If you're a new doctor, please contact our customer service team before creating a portal account. Our team will set up your initial account and send you a link to complete the portal setup. This ensures proper configuration and prevents duplicate accounts.

The onboarding process typically includes:

1. Initial verification of your practice information
2. An onboarding email containing ACH enrollment forms, lab preference forms, and communication forms
3. Account creation by customer service
4. A second email with a link to set up your portal username and password
5. Portal access for submitting cases, uploading files, checking case status, and tracking deliveries

No, please don't create a new account. Contact customer service, and we can easily help you recover your username or reset your password. Creating multiple accounts can cause complications with case tracking and billing.

Address changes cannot be made through the portal and must go through customer service. This is because address changes may affect shipping routes, require coordination with accounting, and need updates across multiple systems simultaneously.

All Rx must include:

• Complete doctor information (not just last name)
• Patient's full name
• Doctor's complete address
• Contact phone numbers

Incomplete Rx will delay processing.

You can submit cases through:

• Submit a case via the ROE website
• Email submissions to info@roedentallab.com
• Physical mail delivery (use our free UPS label generator)
• Fax submissions

All methods are acceptable, however the easiest way is to submit a case online.

On-hold cases can be viewed in two ways:

1. Through daily overview emails (if you've subscribed to this notification)
2. Directly through the portal

During onboarding, you'll fill out communication preference forms specifying which email addresses should receive different types of notifications. For example:

• Accounting staff can receive only invoices
• Clinical staff can receive case updates
• Multiple people can receive the same notifications

Delivery dates in your account portal are rough estimates, however we recommend using our interactive Case Delivery Calculator for the most accurate timeframes.

For in-depth case or technical discussions, your dedicated CSS/TSS (Customer/Technical Support Specialists) will be able to provide you with the highest level of expertise. Please contact customer service for account management, basic pricing, order processing, and shipment coordination.

Currently, you need to call customer service to learn your assigned technical representative. We're working to add this information to the portal for easier access.

Complete your preference forms thoroughly during onboarding. These forms are handled by the CSS team and help set your default preferences, reducing the need for frequent communications about individual cases.

You can schedule pickups through:

• The portal
• Calling customer service
• Emailing customer service
• Using the website chat feature

Many doctors find it easiest to have customer service handle pickup scheduling on their behalf.