Frequently asked questions
Message Center, on mayocliniclabs.com, is part of a multi-team project created to bring a better digital experience for you, our client.
Message Center is a two-way communication tool allowing you and your team the ability to address questions on specimen-related cases when it’s convenient. Message Center is available online 24/7. In addition, you can also request a test add-on, request a test cancellation, or initiate a test inquiry to ask a specific patient or general question.
Message Center allows you to work through open issues on your time via mayocliniclabs.com, and provides clear status information, including who is responsible for the next step toward resolution.
For more information, please see the Message Center User Guide on the Message Center Insights page.
Message Center will provide a better user experience, making it easier to interact with Mayo Clinic Laboratories through more intuitive, integrated tools. Additional benefits include:
Once you have access to Message Center, sign in to the mayocliniclabs.com website and click on the “Message Center” icon to access the functionality. Access must be granted before the icon is viewable on the website.
If there are messages that are new and/or unread for the account, a count of messages will show.
The default view shows results for up to 90 days; however, if you enter a specific time frame within the date search, cases up to 360 days old can be shown.
No. You can continue the discussion for as long as necessary to get to a resolution.
Yes, if you have access, you can see all of your accounts. You should work with your RSR to determine which accounts should have access to Message Center. On the landing page, select which accounts you want to view by using the drop-down arrow to see the list of accounts and then checking the appropriate boxes.
In the created column on the landing page, a color indicates how old the message is. This is also present on the Details page.
Green is < 48 hours
Yellow is 48-72 hours
Red is over 72 hours
Once the test mnemonic is added to the request, the appropriate Ask at Order Entry (AOE) questions will appear. Some questions will have a dropdown list to choose from while others will be free text.
No, Mayo is responsible for closing all messages except for inquiries. You can close an inquiry from the Details page on a message. Additionally, if you do not respond to an inquiry in seven days, it will automatically close.
Yes, you can download attachments and upload attachments via the Details page.
Message Center accepts a wide variety of file types such as PDF, Word, Excel, JPG, PNG, etc. Due to file size limitations, video files are not accepted.
No, if Mayo has canceled a test or revised a report, the call center will communicate this to you as they do today.
While we encourage clients to communicate via Message Center, there will be times when a case may require a more urgent response or is highly complex. In these situations, we may call you to ensure the quickest resolution.
Chrome, Edge, Firefox, and Safari are all acceptable browsers.
Yes, the plan is to transition batchfax clients to Message Center.
It takes approximately 15 minutes for the order to propagate through all our systems.
Yes, you have the ability to set up email notifications specific to individual preferences. From the Message Center landing page, click on the settings icon in the upper-right corner. From here, you can select the emails you would like to receive.
If you have feedback or ideas for future releases, you can submit them through a survey linked in Message Center. Please see the “submit your feedback” link in the lower right-hand corner of the main Message Center page.
During regular business hours, contact Customer Service.