Our Compliance Team is available Monday through Friday, 6:00 AM – 5:00 PM PST to support you through onboarding. During holiday closures, please use the guide below to help navigate common scenarios when your Compliance Coordinator is out of office.
What do I do if my health order (drug screen, titers, PPDs, etc.) is missing an item or if I need an order placed?
Please send a message via Inbox through the Trusted app to your Compliance Coordinator. Your request will be processed once they return to the office.
What do I do if I cannot find my health order?
If you can’t locate your order:
Check the email associated with your Trusted profile
Look in your spam/junk folder
Review any previous Inbox messages where the order may have been sent
What do I do if the clinic attempts to bill me for my health order?
If the clinic tries to charge you:
Ask them to bill the account on file.
If they can’t and you choose to pay out of pocket, save the itemized receipt.
Send the receipt to your Compliance Coordinator via Inbox through the Trusted app for reimbursement processing.
What do I do if the Quest or Lab Corp clinic on my health order is closed?
If your chosen Quest or LabCorp location is closed:
You will need to reach out to your Compliance Coordinator with an updated zip code and wait for them to return to office for a new health order to be issued. Each health order is specific to the clinic on authorizations
When is the final due date for all of my onboarding & compliance items?
Your final due date is listed at the top of your Trusted dashboard.
Rejected items will include a note in red explaining what needs to be fixed.
Pending items and technical issues will be reviewed when your Compliance Coordinator returns.
What do I do if I am cleared to start by the facility, but have not received reporting instructions directly from the facility?
If you were cleared but have not received reporting instructions directly from the facility, please do not report to the facility on Monday.
We understand this may be If you've been cleared but haven’t received reporting instructions:
❗ Do not report to the facility on Monday.
Your Compliance Coordinator will contact you the next business day after the holiday.
✅ Trusted’s weekend team monitors for updates and will email you directly if instructions are received.
What do I do if I was NOT cleared and have not received reporting instructions directly from the facility?
If you have not been cleared and haven’t received reporting instructions:
❗ Do not report to the facility.
Your Compliance Coordinator will provide an update Monday morning.
What do I do if my schedule was not included in my reporting instructions?
If your schedule was not included, please ask about it at the facility on your first day.
What do I do if the scrub color was not included in my reporting instructions?
If your reporting instructions don’t include scrub color:
Arrive in business casual attire on your first day.
Ask your unit about required scrubs.
Optionally, call the facility in advance to ask directly or the manager you interviewed with.
What do I do if I am expected to complete modules before my first day, but the login is not working?
If you're expected to complete modules before your first day but the login isn't working:
Contact the module tech support provided by the platform.
If unresolved, ask about it on your first day.