How do I create an account with ROE?
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.
What should I expect during the onboarding process?
The onboarding process typically includes:
- Initial verification of your practice information
- An onboarding email containing ACH enrollment forms, lab preference forms, and communication forms
- Account creation by customer service
- A second email with a link to set up your portal username and password
- Portal access for submitting cases, uploading files, checking case status, and tracking deliveries
I forgot my login credentials. Should I create a new account?
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.
How do I update my practice address?
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.
What information is required when submitting a prescription (Rx)?
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.
What methods can I use to submit cases?
You can submit cases through:
All methods are acceptable, however the easiest way is to submit a case online.
How can I view my cases that are on hold?
On-hold cases can be viewed in two ways:
- Through daily overview emails (if you've subscribed to this notification)
- Directly through the portal
How do I set up email notifications for different staff members?
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
How accurate are the delivery dates shown in the portal?
Delivery dates in your account portal are rough estimates, however we recommend using our interactive Case Delivery Calculator for the most accurate timeframes.
Who should I contact for technical questions versus general inquiries?
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.
How do I find out who my assigned technician is?
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.
How can I minimize case-by-case communications from ROE?
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.
How do I schedule a UPS pickup?
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.
